ITIL user able to close the incidentIssue ITIL users do not have access to the state of 'Closed' in an incident. But there are few incidents where the incident moved from "Active" state to "Closed" stateCauseITIL user was selecting the closed state before the form load is complete and clicked on update. Hence the issueResolutionThe user is trying to select the choices and update before the form load is completed. We expect the user to wait until the form loads completely and then perform the actions. If you would like to still restrict the user then there are 2 possibilities. You can add a custom Business rule to abort the action when the ITIL user is setting the state to closed.Alternatively adds a read ACL(Access Control List) to the state field and they can move the states through UI actions.