Created Change managment process on service portal

[Akash Savani]

 I was wondering if you can point me in the right direction, I have created a self-portal for the change management process, but when I log a call using the self-portal it does not give me the option to select any of the standard, emergency, major or minor it skips this part, any suggestions how I can fix this issue?

 

When I log a call using service manager it gives me the option to select change type but when using the service portal this option does not come up.

 

[Martyn Houghton]

@Akash Savani

When you log the change through the user app I believe  it will use the default change progressive capture specified settings, where as when you log it through the portal it will use the one specified in the catalog item, so would double check that first.

Cheers

Martyn

[Akash Savani]

Both are pointing to my change management process

[Victor]

@Akash Savani - it might be the case that your PCF switches to another (second) PCF when the service and catalog item are selected. Possibly the second PCF does not have the "Change Type" form...

[Martyn Houghton]

@Akash Savani

Under the 'Change Configuration' section in the Service Portal, have you created a Catalog item and specified the 'change process_v2' in the progressive capture option there?

Cheers

Martyn

 

[Akash Savani]

Yes I have setup my catalog item to point to the same progress capture and business process

[Martyn Houghton]

@Akash Savani

Could you post a screenshot of the Progressive capture process you setup, as it appears to configured to run okay. 

Just checking as well when you do complete the loging process in the portal as CH request is created, all beit without your expected questions/answers

Cheers

Martyn

[Akash Savani]

[Martyn Houghton]

@Akash Savani

In the properties for the standard form 'Change Type' is it set to Mandatory?

Cheers

Martyn

[Akash Savani]

Hi,

This field is set as mandatory - true

[Martyn Houghton]

@Akash Savani

That all looks correct. I think this is going to need Hornbill to take a look as it could be a bug with the form, as not many people are using change requests via the portals yet.

Hopefully Victor can assist.

Cheers

Martyn

[James Ainsworth]

Hi @Akash Savani

Thanks for your post.  

There are some progressive capture forms that have been hard set so that they are only visible to members of the service desk and not to customers.  It is possible that this form follows this.  I will have someone take a look to see if this falls into this category.  I don't see a particular reason that this could not be available for a customer. 

I'll let you know once I've had some feedback.

Regards,

James

[James Ainsworth]

Hi @Akash Savani

So, just to confirm that this is the case with this particular Progressive Capture form.  When it was first requested to have this, the requirement was to only show this to the Service Desk staff and not the customer.  We are investigating the possibility of creating a change which would include an option when viewing this form in the designer that would allow you to select if the form will be visible to customers, service desk, or both.  If the change is raised it will still need to be scheduled with development so it may be a while before this is available.  In the mean time a Custom Progressive Capture form may be used to get the initial assessment from the customer that is raising the change and then the change team could set the Change Type accordingly.

Regards,

James