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Hi All,

In our environment, there are situations where requesters log an incident or a service request but on analysis its found its an enhancement that is required in certain application. Once its identified as an enhancement then a new process needs to be followed such as custom approval, additional info about the enhancement and tracking of the efforts.

The apps team want to be able to easily track such enhancement requests. For now I have added one of the “On-hold reason” as “Awaiting Change/Enhancement”. As for custom approval The agents have been advised to add the approvers in the approval tab manually. 

Can anyone advise any better way to track such type of requests. 

 

 

This is a perfect case use for change enablement “management”.  The incident or Service request starts the conversation or requirement. Then change management or change enablement steps in and a new change is created and the process is followed from there.

Hi, you can create a workflow that would add a tag called “enhancement request” based on the current conditions you’ve set such as “On-hold reason” as “Awaiting Change/Enhancement”. Once this is done, in the same workflow you can add an action node to “add approvers” under the approval tab. This suggestion triggers the action only when the status as “Awaiting Change/Enhancement”. 

(or)

You can create a service item that is specifically made for users to raise enhancement requests. A workflow can be built around this and the required result can be achieved.

 

This is a perfect case use for change enablement “management”.  The incident or Service request starts the conversation or requirement. Then change management or change enablement steps in and a new change is created and the process is followed from there.

​@ITMike 
Change management comes as the next step when the enhancement is ready to be tested or deployed in production. That step is being followed here. Currently they want the “Enhancement” request to be tracked in the ticket module itself. 

Hi, you can create a workflow that would add a tag called “enhancement request” based on the current conditions you’ve set such as “On-hold reason” as “Awaiting Change/Enhancement”. Once this is done, in the same workflow you can add an action node to “add approvers” under the approval tab. This suggestion triggers the action only when the status as “Awaiting Change/Enhancement”. 

(or)

You can create a service item that is specifically made for users to raise enhancement requests. A workflow can be built around this and the required result can be achieved.

 

​@Nav_in 

I will test the workflow solution you mentioned. The second option to create a service item was something I also proposed but the client was not in favor of that as majority of times the requester do not know whether its an enhancement or a simple service request. The support team does the analysis and then classifies it as one. 

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