Non-ITIL user creating Change request

[naresh831]

Hi Friends,

We have a requirement, where we need to give access to a user to create change module only. He should not have access to update the change request.

Without giving ITIL role to that user , how can we achieve this one.

Please provide your inputs.

Thanks.

[JusCuz]

I'm no expert by any means on licensing, but I have to think you are entering some shady territory by allowing a non-rolled user access to create changes any other way than a record producer.

[Mike Allen]

Yes, you are definitely skirting the rules.   We use call as a gateway to real tasks, but it is a process user that opens the record (ie, help desk) not the end user.

[kevinclark-7EL]

Hi mallen_nspi - Sorry to dredge up an older thread, but are you saying you have new_call set up with a Record Producer which is published to ESS users in your Service Catalog?   Would be interested to know if other orgs are using New Call this way.

[Mike Allen]

From my experience, new_call is used lightly, which is a shame, because it is so handy.   Most of the time, when a user calls in, it takes about 5 minutes or so to get to the source of the issue.   Call records allow you to capture the initial information without committing to a record.

[kevinclark-7EL]

Yeah, it's a reasonable use case, and is similar to "interaction" in HP Service Manager.   What I was getting at was creating a record producer for self service in the catalogue (rather than expecting a user to know the difference between an incident and a request etc.