Enhancement vs. Standard Change

[Maureen Roberts]

We are about to launch an Enhancement request that will be accessible to all end users, regardless of their role, so that they can request minor enhancements from the development teams.  However, one of our teams needs to receive requests for configuration changes as well.   Is it possible to make a Standard Change request available to all users on the service portal?  Or do you need to have an ITIL license to see this type of request?

[Itallo Brandão · Accepted solution]

Hi @Maureen Roberts,

No, they do not need an ITIL license to submit the request. Since a Standard Change template is just a Record Producer, you can make it available to "Any User" via User Criteria on the portal.

While they can submit it, the default ACLs (Access Control Lists) on the change_request table usually require an ITIL role to read the record. This means users might submit the form and immediately see a "Security Constraints" error or be unable to track the ticket status afterwards unless you adjust those permissions.

If this answers your licensing question, please mark it as Accepted Solution.

Best regards,
Brandão.

[Maureen Roberts]

Thank you.