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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:

NotificationDescriptionTarget Auditory
Change request is createdThis notification is sent after the change request is just created and registered.Change Manager
Change request is completedThis notification is sent after the change request state changes to Completed.Change Manager
Change request is assignedThis 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 authorizationThis notification is sent after the change request state changes to Authorization.Follower, Assigned User
Change request authorization rejectedThis notification is sent after the change request authorization failed (request state changes to Registered).Follower, Assigned User
New comment is addedThis notification is sent after the change request has additional comments.Follower, Assigned User
Change request requires authorizationThis notification is sent after the change request state changes to Authorization.Approvers
Change request has been authorizedThis 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:

  1. Ensure there is a special group created, or create one. The members of this group will receive the notifications regarding the change request.
  2. Use the group ID as a value for the system property change_stakeholders.group.id.

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:


To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.


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