Let's take the example from PDI demo data:
There is a standard change template called "Reboot Windows Server" and this is exposed to the ESC portal where I can submit it:
However, just because it is a standard change it doesn't mean we can do whatever we want whenever we want. We should at minimum collect some common sense answers, such as which server to reboot, when and why.
So, I created a record producer that asks these questions:
In the backend I linked the standard change template to the record producer so that it creates the standard change with the values from the approved template, and in addition I can display/map the answers from the portal form to the change request it creates:
Perfect! I got the questions I want and I still use the approved template in the background right? Well, not quite:
Issue 1: If my standard change template also included change tasks, those will not get generated at all
Issue 2: 6 months later my standard change template became obsolete and was retired with the standard change proposal process. However there is no synchronization between the standard change template and my record producer, meaning my record producer is still available to be used...and if you do use it, it applies the values from the inactive retired standard change template to the change request! Expectation would be that the record producer should be automatically de-activated as well as soon as the template got retired.
Now moving on, for argument sake let's say we are ok to publish a standard change template to the portal AS IS, meaning no further questions needed, the requestor just needs to submit it.
Look at the screens that appear after submitting:
As non-role user:
Expected: Some kind of ticket page
As "itil" user:
Expected: Still a ticket page! We shouldn't present a back-office form in the portal
FYI, if we use a record producer "in between" as earlier described in this post, we get a proper ticket page as expected:
Conclusion/question:
What is the correct way to address the above issues? Feels to me there is a gap in SN OOB...
Hi @steka
Greetings!!
Thanks for writing this with examples, I worked as change manager and i can understand the pain. Here are my thoughts:
Issue 1: If my standard change template also included change tasks, those will not get generated at all
Atul: It will generate the task, only when the Standard change get created and in relevant state define in workflow / Flow. and also the task must be mapped to Standard change templates.
Issue 2: 6 months later my standard change template became obsolete and was retired with the standard change proposal process. However there is no synchronization between the standard change template and my record producer, meaning my record producer is still available to be used...and if you do use it, it applies the values from the inactive retired standard change template to the change request! Expectation would be that the record producer should be automatically de-activated as well as soon as the template got retired.
Atul: Sorry, but I tried in my PDI and it is working as expected., I deactivated the standard change template and now it is not available on ESC portal.
This is expected, to raise a change , a user need minimum change_wriet role. It is OOTB and if you want can modify the message.
NO, if a user is using portal to raise a Standard change, it wil show portal only and should not take to Native view. bcz the change requestor can be your vendor as well, so it is not recommended show native view.
This page will come, when change has been raised.
