Incident to change management

 
Author
Message
SysAider
4
 
What is the best way of getting an incident to change management? We have several tickets that come in that require the approval change management. These are routine requests but still need to be logged in our change management system.
SysAid Marketing
227
 
Hi chalupabatman,

The only thing you can do is - in the incident, link it to the change.

See attached screenshots.

Then you can create a new change. And your incident will be linked to that change.

Hope this helps.

Cheers,
Dena

This message was edited 1 time. Last update was at May. 13, 2020 11:28 AM

SysAider
4
 
That is super helpful! Thank you!

Now is there a way to have linked tickets update down. IE if we create a change management ticket from that incident when we preform the change it updates the incident?
SysAid Marketing
227
 
chalupabatman wrote:That is super helpful! Thank you!

Now is there a way to have linked tickets update down. IE if we create a change management ticket from that incident when we preform the change it updates the incident?

The only place it updates once they are linked is the solution field. So when the solution field in the change is updated, it updates the solution field in the incident.
SysAider
4
 
So fields across tickets can be linked, is there a way to for us to link more specific fields?
SysAid Marketing
227
 
chalupabatman wrote:So fields across tickets can be linked, is there a way to for us to link more specific fields?

Hey chaupabatman,

Best to have a chat with your client success manager as this is not something out-the-box. It would need custom development and our developers would need to scope and understand exactly your needs to make sure it can be done the way you need it.

Cheers,
Dena
SysAider
1
 
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