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Setup Change Requests Service Desk

The Change Request desk is based on ITIL guidelines. Change requests have their own life-cycle, not necessarily related to customer support issues. Change requests are approved or rejected. If approved, then the change request is tracked through to successful completion. Change requests can be associated with multiple incidents. When the change request is implemented, customers with related incidents can be notified.

A change request ticket describes a change to a product or service. They don't involve organization/contacts or problems directly. Instead they describe, in technical detail, exactly what aspect of the product or service has to be changed. Change requests can be created internally, or can be associated with a problem ticket. Frequently a single problem ticket can be the source of multiple change requests.

Note: This sample service desk is not available for Usage Type 0 Service Desk installations.

Configuration

  1. Create the Desk - Click the Create button for the ChangeRequest sample service desk using Service Desk > Setup.
  2. Assign Users to User Roles - Assign users requiring access to the Service Desk module to user roles—such as SD User or SD Admin—that use the Service Desk Administrators or Service Desk Technicians role type.
  3. Associate the Desk with User Roles - This service desk is not automatically associated with any user role. If you assign users to a user role that uses the Service Desk Technicians role type, you must associate this desk with that user role using Preferences by Role or the Definitions > Access > Roles tab.

    This step is not necessary for users assigned to user roles—such as SD Admin—that use the Service Desk Administrators role type.

  4. Assign the Desk to Scopes - Assign this desk to the scopes of users who use roles—such as SD User—that use the Service Desk Technicians role type.

    This step is not necessary for users assigned to user roles—such as SD Admin—that use the Service Desk Administrators role type.

  5. Verify Outbound Email is Enabled - Ensure that outbound emails are enabled using System > Outbound Email.