Change Requests for self service users

[Will Darley]

I just wondered if the ability to raise change requests was designed for the analysts through the agent side rather than a customer through a self-service portal? I've created a configuration item against a service and made it visible to both service desk and portal, but this doesn't appear when logged in through self-service even if the customer has access to that service and everything is set to open.

The Hornbill documentation mentions how to log a change but only seems to reference an analyst with the required roles: 

Logging a Change

Changes can be raised in a number of different ways. An analyst with a minimum of the Change Management User role can raise a new Change record from the following places:

• The Request List > Using the Raise Change drop down option next to the Raise New icon
• Existing Incidents records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon
• Existing Problem records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon

 

Am I missing something or is it just by design that changes are only really supposed to be raised by analysts/agents?

[Steve Giller]

By default, Change Requests are not available via the Portals (as these would not normally be raised by an end user, and traditionally do not have a customer in the same way that Incidents and Service Requests do)

If you wish to expose them, the setting:

guest.servicemanager.portal.additionalRequestTypes.change

will allow this.

[Will Darley]

18 hours ago, Steve Giller said:

By default, Change Requests are not available via the Portals (as these would not normally be raised by an end user, and traditionally do not have a customer in the same way that Incidents and Service Requests do)

If you wish to expose them, the setting:

guest.servicemanager.portal.additionalRequestTypes.change

will allow this.

ah nice one, thanks Steve much appreciated!