Will you block the change request creation from Service Request? Why?

[major li]

Hi community, I recently received a request to automatically create normal change after service request submission. 

Technically, it is easy to proceed and not any issue. But what about the process wise? How would you evaluate such request? 

Thank you. 

[Mark Manders]

You start with asking the 'why'. Because it doesn't really make sense. The same can be achieved by just making it a record producer for the change table, skipping the request. So you will have to know the 'why'. It could be that it is a request to change something that first needs some request related approvals, before the change is created automatically, but it doesn't say that in your question.

The only way to do anything on the platform, is understanding the 'why' behind a requirement, because this request sounds like they are asking for a solution and are not providing you with the business case. When doing this kind of work, you are not just supposed to do what is asked, but provide the best possible solution. It could very well be that the requester doesn't even know that you can create a change from the portal, but, again, that's not in your question, so I just keep on guessing.
It could even be that the service requests come from a different system and need to be handled as changes and the other system isn't able to create anything else than requests. But that would, again, just be guessing.

Find out the 'why' and if you still aren't clear on the best solution, let us know.

[major li]

Hi @Mark Manders ,

great to have your support here. 

the motivation is that standard change is needed to implement something due to compliance. Meanwhile,  the requestor want to save the itil license cost if the request is from regular end user. 

[Dr Atul G- LNG]

Hi @major li 

I am a Business Process Consultant, and my first question is: Why do you need to create a normal change for all requests?

A change request should drive some value. Changes are typically raised when the work cannot be done via a standard request. A normal change, especially, follows a different process and depends on what you want to achieve.

You can also leverage Change Models for these types of use cases—design the flow using Flow Designer, call the appropriate change model, and use it effectively.

But again, the first step is to clearly answer why the change is needed. Once that is clear, you can confidently move forward.

[major li]

Hi @Dr Atul G- LNG ,

honor to have you on the question.

the motivation is that standard change is needed to implement something due to compliance. Meanwhile,  the requestor want to save the itil license cost if the request is from regular end user.