Change Request - Catalog Items

[Martyn Houghton]

At the moment you can create catalog items for Incidents and Service Requests, which allow you to specify different Progressive Capture and Workflow processes for them, but at this time you are not able to do this for Change Requests.

We have a number of different Change Request processes which would ideally need to use different progressive capture, but at this time you can only specify a default change request progressive capture for the whole system, not at a service level.

Are there any plans to add calalog items for Change Requests or add the ability to change the default progressive capture at a service level?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Thanks for your post.  We are looking to expand the options for providing multiple progressive capture scripts for the different request types.  We started with the Incidents and Service requests in order to provide the options out to the Service Portals through the use of the request catalogs.  Extending this type of functionality out to the other request types would be a natural progression.  This is something you will see in the future, but not currently scheduled.

[Martyn Houghton]

James

Thanks for the response and appreciate that this is something for slightly longer term. It certainly will something that will make rolling the system out to different business areas within the organisation, as change control progressive capture for say Managed Services Team is going to be very different to say the Human Resources team requirements.

Cheers

Martyn

[Martyn Houghton]

James

Just wondering if the provision of catalog items under change requests and the ability to stop the generation of change requests against all services even if no Change Request BPM is specified has moved forward at all in the development plans?

We have a number of departments that want to use change request for different purposes and we are stuck at the moment with a single progressive capture.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

These requirements are still in our backlog and are being reviewed and planned.  I will let you know as they progress toward being developed.  

Regards,

James

[Martyn Houghton]

@James Ainsworth

Is there any update on when the catalog items under Change Requests will be implemented. With us having more Service Desk and processes coming on board there is a growing need to be have the ability to use different progressive captures.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

This has moved through our planning phase and is now in queue for development.  We should be able to give a time frame once reviewed by our development team.

Regards,

James

[James Ainsworth]

Hi Martyn,

I just wanted to update this post and confirm that the ability to have Catalog Items for a Change is now available.  When configuring a Service, under the Request Configuration you now have the options to define Catalog Items under the Change Request tab. 

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks. With this change will it now be possible to stop the creation of Change Requests where there is no catalog items defined, as well as not list the services where this is not configured form being listed when raising a change? For example we currently only have change requests for our hosted services.

Cheers

Martyn

[James Ainsworth]

Hi @Martyn Houghton 

There is a separate change to manage this aspect.  The idea will be that when configuration a Service each request type will have an option to enable or disable that request type.  As a result, the service won't show when raising a request type that is not supported by the Service.   This is still in its planning stage and not with the development team yet.

Regards,

James

[James Ainsworth]

Hi @Martyn Houghton

I came across this older post and just wanted to confirm that this is now available.  You can now turn off request types that are not being used by the service.

Let us know if this has helped address your requirement.

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks. We are using change requests quite extensively now including allowing external customers to raise them on the customer portal, as well as viewing them.

Cheers

Martyn