lwvirden Absent Member.
Absent Member.
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Looking for info on how out of the box change management requests work in a special case

So, several people over the past years have tweaked the change management workflows to make them "work better" in certain circumstances.

 

The result, however, is that a user who has submitted a request for change currently appears to have no recourse when needing to make a change to the request after submitting it for managerial approval.

I am curious whether this is the behavior in the out of the box implementation as well.

Here is an example of the need.

User submits a request for change. His manager reads the ticket and finds that it is missing basic information and that the description is insuffiicent.

In our currently environment, the manager has only the options of approving, or denying the request.

If the ticket is denied, the user has no ability to change it - the fields are all read only.  Thus, to "fix" the ticket means to duplicate it and make changes from there.

Is this the out of the box behavior, or have those who have worked on the workflows accidentally disabled some feature that would permit someone from returning the ticket to the pre-submission state so that it could be repaired?

 

Thank you.

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Acclaimed Contributor.. Vadim Gorda Acclaimed Contributor..
Acclaimed Contributor..

Re: Looking for info on how out of the box change management requests work in a special case

Hello,

I might be wrong here but it should be like that:

If the change request is denied, it is not closed. It is left with the status denied so the change coordinator can open it, check the reason of denial and then make a decision if that change request should be returned to the customer for fixing the things which caused denial or should be terminated and closed.

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lwvirden Absent Member.
Absent Member.

Re: Looking for info on how out of the box change management requests work in a special case

Okay. We had looked for documentation on the point but it is one of those cases which, if documented, didn't turn up in our searches.

 

Thank you so much.

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