starting with change requests

Silas_Sulser

Hello everybody

We are starting with change requests and have a few questions about it.

Q1: Why does a change request not have a Support Group field? Do you need to assign these workitems to a specific user each time?

Q2: I think this question is also related to Q1, why do CRs not appear in the Team Work View in Analyst Portal except it CRs assigned to myself? To explain that a little: If there is a CR assigned to me, I can see it in the Team Work view, but if anyone else has a CR assigned from my team, I cannot see that over the Team Work view.
It would be great to see them, that we could see the work load of each team member!

Q3: How do you properly work with CRs over Cireson Portal? What I mean is, how do you properly link relating work items, going to "related items" and link a SR/IR manually, I dont hope so? 
Do you even handle CRs over Cireson Portal? I can see that there are a lot more functions in SCSM Console, unfortunately...

Many thanks and best regards?

Brian_Wiest

Q1. Not sure how CR's do not use support groups in the ITIL process/or why MS didn't include them. I used this https://github.com/Cireson/Community_AddSupportGroupFieldToMA to add the option to my CR's and MA's 
Nice part of the addition is that all (as far as I can tell) Cireson apps support the additions. IE Portal support group mappings have the option. Which leads to question two.

Q2. Team work relies on Support group mapping settings from the console. Since by default CR's do not have support groups then aka they do not have Teams. By adding the above add in this then maps to teams. I have CR's assigned to my support group team members and they show up in team work.

Q3. Yes you have to link manually, however in my environment I am still working on culture change (just last year CR's were word docs). Trying to still get everyone away from a Single CR form to rule all to specific use case CR's. Using the CR ARO https://community.cireson.com/discussion/1725/example-change-requests-with-aro to make it easier for the teams to start CR's. With using this I can include a query results question to have the user relate the other WI's via the ARO to "force" that culture change. 

HTH

Tom_Hendricks

In full agreement with Brian's answer, just a couple minor points/anecdotes to add to it. 

Q3: In addition to using CRs in the ARO's, we also use a "Create Related CR" task in our IR and SR tickets which creates a CR that is already related to the original ticket.  I am not able to look or make a lengthy reply ATM, but that code is on this site and can be linked here later.

The console is explicitly forbidden for use by anyone except admins in our environment, for a multitude of reasons.  The Cireson portal is a replacement for us, not an addition.  As a customer, I would recommend that arrangement to most other customers, but I suppose some would have exceptions where it made sense for that org to handle tickets in the console.

At least in our case, there is nothing we need that the portal cannot do (our task list is quite large, compared to the out-of-box portal) and there are plenty of issues with tickets in the console (and the Outlook add-in, which is one reason why nobody is allowed to use it here, sadly) that are much easier to solve in the portal forms.

Brian_Wiest

Q1. Not sure how CR's do not use support groups in the ITIL process/or why MS didn't include them. I used this https://github.com/Cireson/Community_AddSupportGroupFieldToMA to add the option to my CR's and MA's 
Nice part of the addition is that all (as far as I can tell) Cireson apps support the additions. IE Portal support group mappings have the option. Which leads to question two.

Q2. Team work relies on Support group mapping settings from the console. Since by default CR's do not have support groups then aka they do not have Teams. By adding the above add in this then maps to teams. I have CR's assigned to my support group team members and they show up in team work.

Q3. Yes you have to link manually, however in my environment I am still working on culture change (just last year CR's were word docs). Trying to still get everyone away from a Single CR form to rule all to specific use case CR's. Using the CR ARO https://community.cireson.com/discussion/1725/example-change-requests-with-aro to make it easier for the teams to start CR's. With using this I can include a query results question to have the user relate the other WI's via the ARO to "force" that culture change. 

HTH

Tom_Hendricks

In full agreement with Brian's answer, just a couple minor points/anecdotes to add to it. 

Q3: In addition to using CRs in the ARO's, we also use a "Create Related CR" task in our IR and SR tickets which creates a CR that is already related to the original ticket.  I am not able to look or make a lengthy reply ATM, but that code is on this site and can be linked here later.

The console is explicitly forbidden for use by anyone except admins in our environment, for a multitude of reasons.  The Cireson portal is a replacement for us, not an addition.  As a customer, I would recommend that arrangement to most other customers, but I suppose some would have exceptions where it made sense for that org to handle tickets in the console.

At least in our case, there is nothing we need that the portal cannot do (our task list is quite large, compared to the out-of-box portal) and there are plenty of issues with tickets in the console (and the Outlook add-in, which is one reason why nobody is allowed to use it here, sadly) that are much easier to solve in the portal forms.