3 votesMary commented
This should be considered as a highly needed enhancement of the service desk. Service Desk Users and Admin roles should be able to close/cancel tickets owned by others.
We work off distribution groups for our teams (ticket owners). A group gets notified instead of an individual. Many times tickets get cancelled or closed out by someone within that group for various reasons (whether someone resolved it out of the office and needs the ticket updated/closed or considered a duplicate of another, etc...) without the need to assign it to themselves first. We had to write a rule where it allows anyone with the roles of service desk user or admin to close/cancel a ticket as a work around.