Request, Change & Problem Management, form templates, available in ITSM full
- 5 Posts
- 24 Replies
Hi, we are working with Change Templates and are trying to get the workflow tabs to populate based on a “calculation” or sorts, meaning based on the value of another field in the ticket. We have it kind of working by setting the “Populate values from other action items” but the workflow gets super messy/complicated really quickly. I’m wondering if anyone has any tips or recommendations to help us make this simpler. Here is some more details to try and paint the picture. We have the fairly standard ITIL changes for Normal, Emergency, Standard but this example is for “Normal” changes. For our Normal Change process we require Approval, and that level of approval and person to approve is different depending on certain conditions within the ticket. For example;A Normal change that has a “High” risk and has “Cost Associated” would require both Person A AND Person B to Approve. A Normal change that has a “High” risk but no “Cost Associated” would require either Person A OR Person B to Approve
We are looking at implementing Workflow into our incidents and SR's. I have looked for documentation and/or support vids but have found very little. When asking via online Chat with SysAid, it is not available, BUT my sales person can help me with this. Please tell me this is something the local admin can build and this is not a "Paid For Service". Any assistance would be appreciated.
We are using SysAid for Change Management, or at least attempting to use it. It is not gaining traction, for a couple of reasons: -End-users who are not SysAid administrators, but who are involved with the change management process need to go through Workflow Actions. -Workflow actions provides no information about the change. -Change Management templates do not allow including a description field in the subtypes which appear in the Workflow actions. -Change Management templates do provide adding a Title field in the subtype template which displays in the Workflow, but I want it to populate from the original title entered by the person who entered the change request, and I can find no way to do this programmatically. I need to be able to include a variable in the template which will insert the information entered in the Workflow in each step. Reentering the same information at every step of the workflow fails on so many levels and makes SysAid less useful than a PDF form. Please poin
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