Advanced Request Offering - Change Request Ability

Joe_Burrows

Feedback I receive from customers is they want the ability to create change requests on the service catalog.

Commonly this is done with an SR template and some automation but it would be great to have this as an option with the Cireson Advanced Request Offering Wizard.

Workaround to achieve this in the interim posted here.

Leigh_Kilday

This would be perfect for managing standard changes. We has extended our SR class to include a Standard Change flag but this would make a lot more sense for reporting.

Adam_Dzyacky

All of the votes.

Thomas_Stromberg

This feature was announced on one of Ciresons webbinar back before v5 was release. But i guess they forgot or scratched the idea? It was Shaun that announced that the feature was coming with advanced request offering.

Adrian_Paech

Would very much like to see this also.

Regards,

Adrian

[Deleted User]

Hi all, just chiming in here.  This was announced as an idea back in late v4 / early v5 days, however, after speaking with several customers for confirmation and further validation we were encouraged to provide other solutions ahead of this.  

This still remains an item we would like to develop, so continue to vote this up to drive priority.  

Thanks!

Tom_Hendricks

*bump*

This one has been out there a while, and I am surprised it has not been voted to the top--especially by customers who have used other ITSM portals before.  Creating CR's by attaching a runbook activity to an SR ruins reporting and can confuse requesters (sometimes even implementers!).

@Chris_ross has even expressed an interest in having the team work on it.  @Adam_Dzyacky wants to give this "All of the votes."

Since I only have one vote, I at least want to make sure that folks who may be newer to this site know how close they may be to finally having parity with other ITSM products and have the opportunity to give their vote.

Joe_Burrows

Hi Tom 

As a workaround until this gets more votes you could mess with the RO MP a little bit to target a change request template (not technically supported but it works assuming users have role access to create CRs) - have attached my example MP too.












Automatically adds the affected user relationship too so it will appear on the users "My Requests" page & grid.

Reposted ARO example here

Tom_Hendricks

Thanks, @Joe_Burrows.  This is great information to have available in the meantime.  I look forward to when this is available by default, but I appreciate having the workaround documented here until then!

Ben_Nelson

This is very much needed.  If there is a vote button, tell me where to click.

Jason_Meyer

Up vote.   This is needed.

Randy_Sowards

We are biting at the bit to use this feature.  Our users will love it and we get the info we want from them.  Please continue to vote this up to drive priority.  

Ben_Nelson

We are not comfortable with performing a non-supported workaround.  Currently we are using templates but that requires technical training that is confusing to some.  Really hope this is coming in the near future.

Adrian_Paech

We have been looking at putting this workaround in. So far so good.

But we have noticed, even with all of the adjustments listed above, multiple mappings only works with the parent Change Request, it does not work with any of the sub activities that sit under the change request. (it does work initially, but then when you try and re-open multiple mappings after saving your changes, it just crashes the console).

Just keep this in mind.

Cheers,

Adrian

Joe_Burrows

@Adrian_Paech did you extend the class to have CiresonARA02 as it should work

Adrian_Paech

Yes I did do this, and still had the problem.

Cheers,

Adrian

Joe_Burrows

Adrian_Paech said:

Yes I did do this, and still had the problem.

Cheers,

Adrian

Good to know, I must not have fully tested initially. Thanks

Adrian_Paech

Let me know how you go with your testing. Might have been something peculiar to our environment.

We have managed to get around it with some runbook monitors which auto-run on the creation of a Change Record. But would be nice to eventually have this working when its a supported feature

Adrian

Joe_Burrows

Adrian_Paech said:

Let me know how you go with your testing. Might have been something peculiar to our environment.

We have managed to get around it with some runbook monitors which auto-run on the creation of a Change Record. But would be nice to eventually have this working when its a supported feature

Adrian

Seemed to work, multiple mapped a child activity, saved. Edited again and added another multi map on activity and saved OK.

But agree with the amount of votes here hopefully this can be added to the product at some stage eh @seth_coussens

Adrian_Paech

Ok interesting.

Not sure why that is.

Maybe I will spend a bit more time on it to see if I can get it working.

Adrian

Oskar_Pitters

Hi,

can you please Help me. I tried to build the MP like you did. But after hitting the save Button in Cireson Portal I only get the 3 loading circles and nothing else happens.

I created a clean new MP then added the References and the ObjectTemplate of my CR Template. Then I changed the ElementID in languagePack section and the TargetTemplate in RequestOffering Section.

Do I miss something?

Even the "Raise Change Request" Offering exmaple of you behaves like this. After a click on "SAVE" the 3 loading circles appear and that's it.

I can add the MP.xml if you Need it.

Following error is Shown in Debugging:

Best Regards, Oskar

Ben_Nelson

I really hope this enhancement get reviewed in the very near future. Unsupported work around will not fly in our enviroment. We have been using the out of box solution but it hasn't been the easiest due to the larger learning curve vs an ARO.   There was a lot of expectations that it would been build like an RO from the beginning.  Good to see it floating to the top!

Joshua_Guere

Yes, please!  The SR to CR conversion using Orchestrator does work, but like someone else mentioned, it messes up reporting metrics and can be confusing... Native CR support in request offerings is a must!  

Conrad_Shealy

I just wanted to hop in here and also request this feature.  We have been using the custom workaround in order to force CR's to be available in the ARO builder but would really like it to be a native feature.

Simon_Lovitt

Any feedback yet as to whether the supported CR is being worked on, and if so expected release?

Mark_McKernan

Would love to see this feature added. 

Leigh_Kilday

I've implemented the workaround by @Joe_Burrows.

Since we cannot map anything to the Assigned To fields, we still have to ask analysts set themselves as the assignee for CR and the MAs.

Does anybody have a clean solution for this? I'd like to keep it contained to the RO and not have to step into SMA since it occurs after submission.

Cireson, please consider this when developing a supported solution.

Brian_Wiest

Getting this accomplished via Cireson PowerShell activity for the first activity. 
We plan to extend to MA's soon. But the below gets you the CR assigned.

Param([guid]$id)
import-module smlets 

$crcl = get-scsmclass -name system.workitem.changerequest$

$cr = get-scsmobject -class $crcl -filter "id -eq '$id'"

$createdByRel = Get-SCSMRelationshipClass -name system.workitemcreatedbyuser$

$createdyByUser = get-scsmrelatedobject -SMObject $cr -Relationship $createdByRel

$assignedByRel = get-scsmrelationshipclass -name system.workitemassignedtouser$

New-SCSMRelationshipObject -Relationship $assignedByRel -source $cr -target $createdyByUser -bulk

Remove-Module SMlets

Leigh_Kilday

Good idea @Brian_Wiest. My mind was on holidays already.

Rob_Simon

Curious if there was any official updates from Cireson as to the possibility of this feature being made official as it works so well for us.

Jeff_Landers

Yes.   Please implement