Widget for creating Standard Changes in Service Portal

[roshanrao]

Hello,

We are working on making some Standard Changes available through the Service Portal. I noted a couple of issues in the widgets, the one for Proposing a New Template, as well as the actual Standard Change. For this question, I will focus just on the Standard Change one.

Once a Standard Change Template is created, the item shows up in the service catalog. When the item is selected, there is no form provided - the user can only submit the change. There is no place to provide specifics on the change. I have attached screenshots for the SP and ITIL versions of the OOTB "Add network switch to datacenter cabinet" change.

My question is, what have others used for exposing templatized CRs in the catalog? I tried adding a record producer, but not sure how I would have it use a template vs having to code in fields for each type of CR.

Thanks

Roshan

[mike_bush]

This "lack of form" is down to the ACL settings for Change Request - out-of-box you need ITIL role and would not be permitted as a self-service user.

You'd need to decide how much of Change to expose to "ESS User" OR perhaps design a Request Item with Variables which can cause a Change to be created by Business Rule?

[Kim Sullivan]

I'm creating an IT Portal where all the users already have the itil role -- and would like to see this functionality as well?  Anyone successful in having an icon link create a specific standard change template?

[vitaly_sukharev]

Hi,

It's possible to create a variable set with variables mapped to change_request fields.

Then, you can add this variable set to Standard Change template (you should create it manually in io_set_item table), and given your Standard Change properties allow 2 step checkout (available since Jakarta), you'll see your variable set in Service Portal:

And, it does work 🙂

[shawna]

I am not able to create change record directly. It created a RITM instead. Anything I missed?