This guide outlines how to promote a Problem Ticket to a Change Request using the Change Management widget.
Required Permissions
Users must have the following permissions to interact with Problem Tickets and Change Requests:
Add To Problem Ticket: Allows users to use the ‘Add to Problem Ticket’ action via bulk actions or individually.
View Problem Ticket: Reveals the Problem Ticket page under ‘Tickets’ in the left-hand navigation.
Promoting Problem Tickets to Change Requests
The Change Management widget provides the functionality to promote the Problem ticket to a Change Request in the Ticketing module. Selecting Add to Change Request initiates the creation of a Change Request.
First, select the process for the request, then select the Change Request Type.
Only two fields are required (*) to create the initial Change Request: Title and Description. The Change Request functionality enables users to create a request using the information they currently have quickly. The Agent can return to the Change Request later, once they gather more details, to complete the remaining fields.
After the Change Request is created, the widget updates to reflect the new item.
The Change Request item is accessible from either the Ticketing or the Change Management module.
Fields can be completed in either module before submission.
Once the ticket is submitted for approval, it is locked from editing.
The Add to Change Request widget will not appear on Tickets in the Facilities, HR, or Events modules.