The most recent content from our members.
We would like to ask whether it is possible to modify the Requester field of a ticket through a custom automation rule. We have noticed that the platform allows us to create rules to update almost all ticket fields, with the exception of the Requester field. Our requirement would be to automatically replace the original…
I know they can see Service Catalog items and their open Incidents, but they don't appear to be able to see any open Change Requests they are the Requester for, from the customer portal. It looks like they can access the request using a hyperlink to the Change Request if they have permissions to View Changes, but I don't…
I'm looking to increase visibility of changes so my entire organization is able to see them. Currently, it looks like we can only give ability to view changes to those with agent access, but I would like to widen that somehow to those without agent access. Does anyone have any best practices to allow those without agent…
Our team is attempting to mature our change management process in a way that doesn't require tons of meetings and overload the CAB with tasks. We've found that approvals automatically appear in the Tasks dashboard, however because the process name in the template is "Approval Process" or "Approvals" the dashboard looks…
We don't want our people to use the 'Ad-Hoc' change request item because there are no approval workflows, and therefor no accountability. Is there anyway to stop users from creating 'Ad-Hoc' requests and only use the CCIs? From a process perspective, we've created a generic "Request for Change" CCI that acts as our catch…
I'm creating a process in a Change Catalog and have a step for approval after a series of tasks. Is it possible to go back to a previous task in the process if the approval is declined? I'd like to send a notification to the assignee of the change telling them that the approval was denied, then simply mark a previous task…
Please remove me from the email list on DIstro on Peggy and Talym's team. I have moved to a different team. Thank you
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