Inform responsible roles or users via emailīy default, members of roles that are responsible for a ticket are notified by email when work starts on it. When the change request gets the Closed status, opening of the ticket points directly to this tabulator. Until the change is not in the New or Closed status, opening of the ticket points directly to this tabulator.ĭescription of the solution that was entered when the change request was closed.
Click Add to record the activity in the journal. This also includes mails that were received for this ticket or sent out of the ticket. Under My Activities, you can enter your own activities for the ticket. In the journal, all actions that were made for the ticket, will be automatically recorded. As long as the change has the New status, opening of the ticket points to this tabulator. Linking the change template pre-fills the description with the content of the template description, if the description was empty before. The way how the change was requested (Phone, E-mail, Portal, or Catalog Order).ĭetailed description of the change. The email contains a link by which the ticket can be accessed. Person (initiator or concerned person) for whom this task or ticket is created.Ĭase for which the responsible person should be notified by email.ĭate on which the person or responsible role receives an email reminder about the ticket. Urgency level for solution of this ticket. If a related asset or service has a higher business impact, then this higher business impact will be applied automatically when the ticket is saved. Select a group (User, Workgroup, or Company) which is affected by this incident. The selected agreement should correspond to the combination of the entries in the User, Asset, Service, and Priority fields. The selection list is filtered automatically so that you can select only those Service Level Agreements that result from combination of entries in the User, Asset, Service, and Priority fields.Īutomatically select the Service Level Agreement/Operation Level Agreement or Underpinning Contract with the most critical solution times. The predefined reaction and solution times depend on this.
Type of change request (Standard, Non-Standard, or Emergency).Ĭlassifies the change as Minor, Significant, or Major.Ĭategory for organizing your change requests. To create a new change template, click Service Desk > Configurations > Change Templates, and then click Add Change Template. This workflow will be initiated either manually by using the Agree action or automatically by the system if a change will be created during provisioning of a service. It is mandatory to select a change template that contains some default values, such as responsible, responsible role, category, SLA, priority, type of change and, most important, the workflow that will be used for processing of the change.
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