Let me capture that...

In the ServiceNow out of the box setting there is a button which allows the user to resolve the incident. This button sets the incident to state Resolved.
This functionality is provided by a UI Action and a Business Rule. However, all incidents that are resolved this way are provided with a standard ServiceNow text.

Below I’ve included the ServiceNow out-of-the-box UI Action and Business Rule that facilitate the default functionality.

Functionality 

UI Action 

Name 

Resolve Incident 

Condition 

(current.incident_state != 7 && current.incident_state != 6) && (gs.hasRole(“itil”) || gs.hasRole(“itil_admin”) || current.caller_id == gs.getUserID())

Script 

current.incident_state = 6;

current.update(); 

 

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