(Request made with respect to ServiceDesk Plus 9018 Enterprise)
As on my other posts, I again want to note that we really appreciate Change Workflows.
I have a couple more suggestions that really enforce the documentation process supported by Workflows...
Enhancement Request 1: Remove 'Requests initiated as a result of this Change' from the
Planning tab and make this an area of the
Review tab.
Reason: This is documentation vital to the
Review process and when someone is reviewing the Change outcomes, it makes sense that this is summarized in the
Review tab (i.e. Early Life Support findings documented under one tab/Stage of the Record)
Enhancement Request 2: Allow the association of Tasks to the Change Record under
Planning Stage/tab and the
Review Stage/tab
Reason: When someone needs to perform an action they need to be able to see the action in their pending records lists. We are sending Tasks from the
Release tab when they are not
Release activities because there is nowhere else to associate them. This confuses documentation of other Stages with
Release which is also dangerous as
Release Tasks would ideally only ever be Assigned or triggered when the
Approval stage is approved!!
i.e.
Planning tab for us involves the following:
- Develop
- Build-test
- Code Review
Etc. (these are all work that needs to be assigned and managed by the assignee as Task records so we are creating the Tasks for
Planning duties under the Release Stage/tab)
i.e.
Review includes the following potential Task items:
- specific sanity tests
- specific reviews by various roles
Enhancement Request 3: Create the ability to personally manage your Change Filtered Views (as in Requests)
Enhancement Request 4: (Whether or not Enhancement Request 3 is pursued) Create a built-in Filtered view for Pending Changes I own (For Changes where the Technician is the Change Owner)
Reason: As a Technician in a small company may occupy several Change Roles, it is important to be able to identify Changes where you are the primary owner as opposed to Changes where you have other duties The ChangeOwner is Accountable for that record and Change lifecycle. Other Change Role assignees for the Change are responsible for participating in the Record.
i.e. I am the ChangeManager, however I also manage ServiceDesk Plus in our smaller IT group. So right now 'My Pending Changes' Home dashboard and Change list view filters show that I am assigned every open Change. I often need to pick out the Changes for which I am the ChangeOwner VS. the ChangeManager.