Custom Fields
Purpose: Required fields must be completed to submit a Change Request for approval.
Configuration: There are six default custom fields with a Field Type of “Details Section.”
Functionality: This allows agents to input large text blocks for thorough explanations of each section.
Due Dates
How to Set: Navigate to the Request Overview widget (top right) > Select Set Due Date > Choose a date from the calendar picker > Select Save.
Reminders: Reminders can be configured for due dates, consistent with other products.
Work Calendar
Access: Navigate to Requests > Work Calendar in the left navigation.
Views: Switch between list, month, week, and day views using the toggles in the top right corner.
Interactivity: Hover over a ticket to view a preview with additional details; click the ticket to open it.
Subtask Widget
Functionality: Displays the linked Problem Ticket from which the Change Request was generated.
Exceptions: If the Change Request was created using New Request, no linked Problem Ticket will be displayed.
Locations Affected Widget
Configuration: Depends on the optional workflow setting: “Prompt for Multiple locations.”
Behavior: If the setting is enabled, users are prompted to select multiple locations when creating a Change Request, and the Locations Affected widget is displayed.
Workflow
Status: Once "Submitted for Approval," the Change Request becomes Read Only and cannot be updated.
Workflow Actions
Actions control the progression of the Change Request based on configuration.
Approve: Authorizes the request and advances it to the next step.
Defer: Allows team approvers (e.g., CAB) to temporarily abstain from voting (e.g., if the change does not impact their area or more information is needed). Note: If an approval step requires unanimous approval, the approver must eventually return to approve it.
Need More Information: Sends the request back to the requester. The ticket status changes to “Waiting on Requestor” and becomes editable. The requester can provide additional details and resubmit, which restarts the approval process from the beginning. Once this action is taken, the request reverts to “Draft State.”
Deny: Ends the ticket process; no further steps are possible.
Approvers
Visibility: Change Requests appear in the Ticketing Dashboard, but users must switch to the Change Management product to view specific request details.
Dashboard Widget: When logged into the Change Management product, approvers can use the Requests Awaiting Approval widget to take immediate action.
Emails
Notification: Approvers receive an email with a call to action (CTA).
Access: Clicking the CTA directs the user to the Change Request (authentication for Incident IQ required if not already logged in).
Interaction: After selecting Approve or Deny, approvers can provide optional comments. This functionality simplifies access, allowing approvers to manage requests without searching for them manually.