Martyn Houghton Posted June 7, 2016 Share Posted June 7, 2016 At the moment you can create catalog items for Incidents and Service Requests, which allow you to specify different Progressive Capture and Workflow processes for them, but at this time you are not able to do this for Change Requests. We have a number of different Change Request processes which would ideally need to use different progressive capture, but at this time you can only specify a default change request progressive capture for the whole system, not at a service level. Are there any plans to add calalog items for Change Requests or add the ability to change the default progressive capture at a service level? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 7, 2016 Share Posted June 7, 2016 Hi Martyn, Thanks for your post. We are looking to expand the options for providing multiple progressive capture scripts for the different request types. We started with the Incidents and Service requests in order to provide the options out to the Service Portals through the use of the request catalogs. Extending this type of functionality out to the other request types would be a natural progression. This is something you will see in the future, but not currently scheduled. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 7, 2016 Author Share Posted June 7, 2016 James Thanks for the response and appreciate that this is something for slightly longer term. It certainly will something that will make rolling the system out to different business areas within the organisation, as change control progressive capture for say Managed Services Team is going to be very different to say the Human Resources team requirements. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 12, 2016 Author Share Posted July 12, 2016 James Just wondering if the provision of catalog items under change requests and the ability to stop the generation of change requests against all services even if no Change Request BPM is specified has moved forward at all in the development plans? We have a number of departments that want to use change request for different purposes and we are stuck at the moment with a single progressive capture. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 14, 2016 Share Posted July 14, 2016 Hi Martyn, These requirements are still in our backlog and are being reviewed and planned. I will let you know as they progress toward being developed. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 22, 2017 Author Share Posted June 22, 2017 @James Ainsworth Is there any update on when the catalog items under Change Requests will be implemented. With us having more Service Desk and processes coming on board there is a growing need to be have the ability to use different progressive captures. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 23, 2017 Share Posted June 23, 2017 Hi Martyn, This has moved through our planning phase and is now in queue for development. We should be able to give a time frame once reviewed by our development team. Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 31, 2017 Share Posted August 31, 2017 Hi Martyn, I just wanted to update this post and confirm that the ability to have Catalog Items for a Change is now available. When configuring a Service, under the Request Configuration you now have the options to define Catalog Items under the Change Request tab. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 1, 2017 Author Share Posted September 1, 2017 @James Ainsworth Thanks. With this change will it now be possible to stop the creation of Change Requests where there is no catalog items defined, as well as not list the services where this is not configured form being listed when raising a change? For example we currently only have change requests for our hosted services. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 1, 2017 Share Posted September 1, 2017 Hi @Martyn Houghton There is a separate change to manage this aspect. The idea will be that when configuration a Service each request type will have an option to enable or disable that request type. As a result, the service won't show when raising a request type that is not supported by the Service. This is still in its planning stage and not with the development team yet. Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 2, 2019 Share Posted April 2, 2019 Hi @Martyn Houghton I came across this older post and just wanted to confirm that this is now available. You can now turn off request types that are not being used by the service. Let us know if this has helped address your requirement. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 4, 2019 Author Share Posted April 4, 2019 @James Ainsworth Thanks. We are using change requests quite extensively now including allowing external customers to raise them on the customer portal, as well as viewing them. Cheers Martyn Link to comment Share on other sites More sharing options...
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