Monday, June 24, 2013

A Different Manager for Recurring Changes

Change TemplateMost organizations that use ITRP have discovered the value of being able to define recurring changes. By scheduling the tasks that need to be executed on a regular basis, they make sure that this work is not accidentally forgotten. The Recurrence functionality also seems to be a good first step for organizations that are about to formalize their change management process. It helps their specialists get comfortable with tasks in their Inbox console.

When a recurrence schedule generates a new change, the manager of this change is automatically set to the change manager of the service that is linked to the change. Some of our customers have indicated, however, that many of their recurring changes do not need to be managed by this person. It would be more efficient if, for example, the service desk manager took care of them.

To accommodate this, we have added the Change manager field to the Recurrence section of the Change Template form. If this field is empty, the manager of the service that is linked to the change template will become the manager of the changes that get generated in accordance with the recurrence schedule. If you want these changes to be managed by someone else, you can select this person in the Change manager field.

Manager of recurring change
The change manager is important for such automated changes mainly because it is this person who will be notified after an approval task has been rejected or an implementation task has failed.

Last year we added a similar feature for request templates that are linked to a change template. This feature turned out to be quite popular. We expect the same will happen with this extension of the Recurrence functionality.