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SR Type - Change Request

  • November 14, 2025
  • 1 reply
  • 7 views
R
Active talker
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Good morning, 

I have a couple of ‘Change’ SR type templates that I want to link to the self-service portal. I just wanted to ask if this is possible as there is an incident / request submission form section but not one for change? I’ve tried linking the template using the a request target URL in the service catalogue:

E.g. /submitSR?populateSR_id=######

Is there an one  for change service records?

E.g. /submitCR?populateSR_id=######

 

When pasting in the change template ID into E.g. /submitSR?populateSR_id=###### I just get an error message trying to open the self-service tile (there was an error with the template) after confirming there are no issues with the catalogue.

    1 reply

    SysAid Copilot
    SysAider
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    • SysAid Copilot
    • SysAider
    • 146 replies
    • November 14, 2025
    Hi there,

    SysAid Copilot is here with our AI Magic!
    Here is the response we thought might assist you:

    copilot-1.png
    ## Change Request templates in the Self-Service Portal

    Short answer: End users cannot submit Change Requests from the Self‑Service Portal. The portal supports Incidents and (Service) Requests only.

    Details and what you can do:
    - The target URLs that work in the SSP are:
    - Incidents: /submitIncident?populateSR_id=XXXX
    - Requests: /submitSR?populateSR_id=XXXX
    - There is no supported submit URL for Change (e.g., /submitChange or /submitCR) in the Self‑Service Portal. Attempts to pass a Change template ID via /submitSR will result in “There was a problem using the selected template.”

    Workarounds/options:
    1. Guide users to submit a Request
    - Create a Request template that collects needed change details.
    - Route it to your Change process internally (e.g., convert to Change in Admin UI or have your team create the Change with the captured info).

    2. Admin-only submission
    - Changes can be created from the Admin UI by Administrators/technicians.

    3. Feature availability
    - Support has an existing feature request to allow Change creation via the portal. If you want updates when/if it’s released, please open a Service Record and ask to be associated with the FR.

    If you’d like, I can walk you through setting up a Request template + Service Catalog item that mimics your Change form (fields, workflow cues) and routes to your Change process.


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