Enhancement in Change Management Feature

The current iteration of the change management feature in ServiceDesk Plus Enterprise contains a glaring omission. While we can "Associate Change" from a request, thsi does not fully create the Change Record. Most of the information submitted with the request must be manually re-entered into the Change Record. This is a very time-consuming process, especially when you receive a large number of standard change requests.

To address this omission and to enhance the change management module, I opened a case with Manage Engine in early-December / 14 [Request ID :##7159470##]. Here's a summary of my request underlined in quotes:

"To summarize:

What I am looking for is the following:

1- Using a specially created change request form, an ordinary user (not a SD Plus technician) submits a change request with the Request Type = Change Request

2- Ideally, once received in SD Plus, the request would automatically open a Change Record at stage 1 since the Request Type = Change Request

3- Alternatively, a technician would be able to “Create” a Change Record and not just “Associate” to a change. This would automate this part of the process.

4- Once the Change Record is created at stage 1, the requester would be able to modify the request at stage 1 only. From stage 2 until the end of the change process, the requester would be able to follow the progress of the change.

What I just described is done in other service desk products. Fixing this omission would greatly enhance the usefulness of SD Plus Enterprise.

I would ask you to prioritize this."

I am still waiting for an update. Hopefully this post will start a discussion around this issue.

JMichelD