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starting with change requests

Silas_SulserSilas_Sulser Customer Advanced IT Monkey ✭✭✭
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?

Best Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Answer ✓
    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

Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Answer ✓
    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
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