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Found 3 results

  1. Hi, In Supportworks, users who weren't listed as approvers could approve changes/releases on behalf of those who were listed as approvers. Is there a way to set this up in Service Manager, without assigning the highest Change and Release Management-related roles to those users? The reason for this is that some managers who were listed in our CAB would delegate to their technical leads to comment on changes/releases. Thanks Lauren
  2. Good Afternoon We want to move our Change Management process away from Sharepoint and use Hornbill Service Manager instead, one question I have is when a change has been approved is there a way for the Business Process Workflow to create a calendar event automatically for a CAB Meeting. Thanks Deejay
  3. Hi, can anyone assist us with Change Management and the authorisation of the changes? There are a number of managers who we would like to approve a change before it can continue - In this case 3 managers should approve the change before it is ‘approved’, and so the 3 managers each have a weighting of 35%. Our problem then arises if one of these managers is off, we’d like for them to have a delegate who can sign for them. But if we then add the delegates in (with 35% weighting again), we are then left in a situation whereby 3 of the ‘delegates’ could sign off the change without a manager at all or more than one person from the same team An issue with that would be that all the 6 users in this case would be receiving change request emails, when actually 3 of the users only need to be aware if there respective manager is off. We've looked at possibly creating a change management group, but this would have the same issue I think? There doesn't seem to be an obvious way to choose who needs to sign off the change when logging the change request as there was in SupportWorks Another way to do it might be to have 4 managers each with a weighting of at least 30% and then their nominated deputies with a weighting of on 20% ish, where multiple managers are off we would need more people with the 20% weighting to approve it to get above the 100% Is it possible to have the groups listed in the authorisation section with percentages assigned to each group and then anyone in those groups could approve the change in a combination with people from the other groups? We might want to have different numbers of managers to approve a change depending on the type of change or the perceived risk of the change We don't want too many people getting emails about approval as they may get ignored but at the same time we want it to be flexible enough so that it still works when the main IT managers are off for whatever reason
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