Stale Change Requests

[Louis IV]

Hello,

Has someone implemented a solution for changes that were requested by users but never went through assessment and approval?

Here is the scenario:

A lot of users create change records but don't progress those CR's. Since the change request was never assigned to a group or a group member, it does not show up on the my work filter.

Apparently,the out of the box indicator for PA (Analytics) does take in consideration changes meeting this criteria.

[Mark Manders · Accepted solution]

Implement a 'Change request policy'. Define timeframes. 

Send a reminder after 'x' time to the requester that their CR will not be picked up if not assigned and an instruction how to define what group it needs to be assigned to.

Send another reminder after 'y' time that the CR will be canceled if not assigned within the next week.

Run a scheduled flow/job to remind managers of unassigned CRs requested by people no longer with the company to check if those CRs are still required or can be canceled (update the 'requested by' to the user's manager for follow up).

Automate the cancelation. The policy states that a CR needs to be assigned within Z time, or it is canceled (and you can add other conditions, of course). A CR shouldn't be created as a reminder to do something somewhere in the future and just leave it there, even though nobody is working on it.