This guide outlines how to promote a Problem Ticket to a Change Request using the Change Management widget.
Permissions
The following permissions will allow users to perform the following actions:
Add To Problem Ticket: Enables the ‘Add to Problem Ticket' action (available for both bulk and individual actions).
View Problem Ticket: Reveals Problem Ticket under “Tickets” in the left Navigation. And the ability to add the Problem Ticket widget to their dashboard.
Promoting Problem Tickets to Change Requests
You can promote a Problem Ticket to a Change Request using the Change Management widget in the Ticketing module.
Select the correct process for the request, then choose the specific Change Request Type.
Fill out the required (*) fields: Title and Description.
Note: These two fields are mandatory for initial creation. Agents can return to the request later to complete additional fields as more information becomes available.
Post-Creation Behavior
Once created, the widget updates to display the new item:
The Change Request is available in either the Ticketing or the Change Management module.
Fields can be completed in either module prior to submission.
Once the ticket is submitted for approval, it is locked and cannot be edited.
The Add to Change Request widget is not available for Tickets within the iiQ Facilities, iiQ HRSD, or iiQ Events modules.