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.

[SusanWinKY]

Kevin or anyone else,

Did you implement the Call such that non-ITIL users can use a record producer to fill out a Call from the service catalog?  We're just exploring the idea and wondering if anyone else has done this and any advice you might have.  Thanks!

[kevinclark-7EL]

Hi Susan,

Yes, we've got a Record Producer generating call records - we have a very basic record producer with Short Description and Description.   We use the current user as the requestor, a contact_type of "self-service" (can't remember whether this is a custom choice for us or OOB).

We don't show the call records to the requestor - they are collected and worked through by our support desk - we do however pop a UI message saying "Thank you for contacting support, we will review and categorises your ticket soon and you will be notified of your ticket status, to view your ticket once it has been processed, go to the "My Open Tickets" menu item."

It works ok, but we don't have high adoption of our service catalogue yet, so it doesn't get a lot of usage.

[SusanWinKY]

This is exactly how we plan to implement it.  Thanks for the feedback.