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The change request process allows the caller to be informed about the work progress.
In SimpleOne, this process is implemented as Notifications sent by email. Notifications delivered "out-of-the-box" are described below:
| Notification | Description | Target Auditory |
|---|---|---|
| Change request is created | This notification is sent after the change request is just created and registered. | Change Manager |
| Change request is completed | This notification is sent after the change request state changes to Completed. | Change Manager |
| Change request is assigned | This notification is sent after the change request is assigned to a responsible group or person. | Follower, Assigned User, Assignment Group |
| Change request is scheduled | This notification is sent after the change request state changes to Scheduled. | Follower, Assigned User |
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. | Follower, Assigned User |
| Change request authorization rejected | This notification is sent after the change request authorization failed (request state changes to Registered). | Follower, Assigned User |
| New comment is added | This notification is sent after the change request has additional comments. | Follower, Assigned User |
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. | Approvers |
| Change request has been authorized | This notification is sent after the change request has been successfully authorized (state changes to Scheduled). | Approvers |
Additional notification recipients
It is possible to send notifications about the change request to a custom list of recipients apart from those stated above. To do so, complete the following steps:
- Ensure there is a special group created, or create one. The members of this group will receive the notifications regarding the change request.
- Use the group ID as a value for the system property change_stakeholders.group.id.
| Note |
|---|
Sending notifications to the stakeholders is impossible if, in the Change Authority field on the Change Request form, the Local Authorization option is selected. |
Also, two types of tickets are created for the change request in this case:
- mandatory – for the members of the specified Change Authority,
- non-mandatory – for the members of the group specified in the change_stakeholders.group.id.
| Tip |
|---|
To learn how to create new notification rules or modify existing ones, please refer to the Notifications article. |