Can a Change Request be created from a Service Request?

Often in our department we receive Service Requests that should actually be Change Requests. Is there any way to create a Change Request from a Service Request? This would alleviate the issue of closing the Service Request and having the client open a separate Change Request.

Thank you

Parents
  • Verified Answer

    +1

    Hi Marie,

    you can create an offering with a fulfillment plan including an automated task to run a business rule of type "Change caused by Request",

    which would copy over the necessary fields form request to change, and sets other fields as you want them to be.

    The change type for such cases would most likely be "Standard", so the Approval of the Request would kind of act like the Approval for the change.

    And the details of the rule (using a Change Model here, to keep most of the details there):

    HTH,

    Wodisch

Reply
  • Verified Answer

    +1

    Hi Marie,

    you can create an offering with a fulfillment plan including an automated task to run a business rule of type "Change caused by Request",

    which would copy over the necessary fields form request to change, and sets other fields as you want them to be.

    The change type for such cases would most likely be "Standard", so the Approval of the Request would kind of act like the Approval for the change.

    And the details of the rule (using a Change Model here, to keep most of the details there):

    HTH,

    Wodisch

Children
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