ServiceDesk Plus

    Frequently Asked Questions

     

    1. What are my permissions as the change requester?

    2. Status dropdown of change pane seems to be active only for the Submission stage.

    3. Purpose of Request for Information and Submit for Authorization options in the Submission stage.

    4. How can I contact the Change Management Team?

    5. What is the difference between Status History and Status Comments?

    6. How can I report about the implemented change's performance to the change management team?

     

    1 What are my permissions as the change requester?

    As change requester, you can

    • View the information pertaining to all six change stages

    • Assess the RFC (Request for Change) and request Change Management team to modify it, if required

    • Submit change for higher authority authorization when fully satisfied with RFC (Request for Change), so that the change can be formally initiated

    • Can communicate with the Change Management team at all times through Notifications and Notes

    • Can view other details of the requested change like Change Workflow, Approval Summary, Change History etc.,

    • Can approve or reject a change based on the implemented change's performance in the closing stage

     

    2 Status dropdown of change pane seems to be active only for the Submission stage.

    Requesters do not have the rights to modify the status associated with other change stages (planning, approval, implementation, review and close); therefore the status dropdown will be active only for the submission stage.

     

    3 Purpose of Request for Information and Submit for Authorization options in the Submission stage.

    These options represent the various processes involved in the submission stage.

    • For example, if requesters want more information about the change which about to be initiated, they can request for the same by modifying the change's status to Request for Information (Status dropdown --> Request for Information).

    • Similarly, when requesters are satisfied with the RFC (Request for Change), they can express their consent by officially submitting the change to higher authority by modifying the change's status to Submit for Authorization (Status dropdown --> Submit for Authorization).

     

    4 How can I contact the Change Management Team?.

    Requesters can contact the change management team anytime by:

    • Adding Notes (by clicking Add link besides Notes section under Submission stage) [or]

    • Sending Notifications (by clicking Notify link besides Notifications section under Submission stage)

     

    5 What is the difference between Status History and Status Comments?

    Both Status History and Status Comments will display the various status the change has gone through to reach its current state. The only difference is that the status comments will also list the technician's observations recorded while forwarding the change from one status to another status/stage.

     

    6 How can I report about the implemented change's performance to the change management team?

    By associating Closure Codes (available in Close stage) to the implemented change, you can inform the change management team whether the implemented change is a success or not.

     

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