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Required Permission(s)
Agents with the any one of the team level permissions listed below will be able to create a change request,
1. Create Changes in Associated Teams
- Agents with this permission can create a change in any of the Team(s) and Assignment Groups to which they are part of.
- This is a Team level permission.
2. Create Changes in unassociated assignment groups in a Team
- Agents with this permission can create a change in any of the unassociated Assignment Group(s) in a Team(s), to which they are part of.
- This is a Team level permission.
3. Add Related Tickets
- Agents with this permission can add Service Request(s), Incident(s), Problem(s) and Release(s) to a Change ticket from the Related tab of the Change details page.
- This is a Team level permission.
4. Create Changes in unassociated Teams
- Agents with this permission can create a change in any of the unassociated Team(s)
- This is a Account level permission.
How to create a Change in Service Desk?
Change requests can be raised by agents by following the steps explained below.
1. Login to your Service Desk account as an Agent.
2. Click on the +New button on the product header. (top right corner)
3. Click on Change from the dropdown displayed.
4. A New Change form will open up in a right panel.
The following fields will be displayed in the create form to capture information related to the change,
| FIELD NAME |
DESCRIPTION |
|
Look up existing requester |
If the requester is already available in the Service Desk then you can search for the requester here. - Search can be done using Requester Name or Email or Phone. - Dynamic results will be provided based on the search keyword. - Clicking on a requester in the dropdown will automatically populate the required requester fields |
|
Look up requesters using custom fields |
Existing Requesters can be searched based on a custom field. Choose the Requester field and then continue to search. |
| REQUESTER DETAILS SECTION | |
|
Full Name* |
Full Name of the Requester |
|
Email Address* |
Email address of the Requester |
|
Phone Number |
Phone Number of the Requester |
|
CHANGE DETAILS SECTION |
|
|
Team* |
Choose the Team to which the change should be assigned to |
|
Subject* |
Provide a short summary of the change |
|
Description |
More elaborate details on the change can be specified here |
|
Status* |
Specify the status of the change. Default value: New |
| Change Type* |
Specify the type of change request.
|
|
Impact* |
Specify the impact of the change to the business services or other services. Default value: Medium |
|
Urgency* |
Specify the urgency. This denotes how fast the change needs to be implemented. Default value: Medium |
|
Priority* |
Specify the priority. Default value: Medium |
| Risk* |
Specify the risk of the change request. |
|
Assignment Group |
Choose the Assignment Group to which the change request should be assigned to. List of groups within a team will be listed here. |
|
Assignee |
Choose the Assignee who should be assigned to the change request. |
|
Due By (Date and Time) |
Select the due by date and time for the change request. |
| Asset | Choose the assets related to the change request here. |
|
Change Custom Fields |
The custom fields configured for the change ticket type for the respective team will be listed here. |
*mandatory fields. These fields can also be customized under Manage > Forms
5. Once the required details are provided click on the Create Change button.
6. A new change record will be created based on the information provided and you will be directed to the Change details page
