Change Management User Updates

Mathew Lederman

How do your change management users provide additional details as a change goes through it's lifecycle?

• Do you pass forms back to users throughout the process?
• Do you use plug-ins to give users access to additional fields?
• Are all questions required on submission? 

I can understand almost the entire lifecycle of how the change management process works in JSM except this one question. 

We are currently using Actions for Jira Service Desk to allow users to populate additional fields and show all fields that have been populated in the portal. Unfortunately the plug-in has issues (Atlassian bug that has been going on for 3+ months having a significant impact our 12k enterprise change management process) and we need alternatives.

Tomislav Tobijas

Hi @Mathew Lederman ,

I haven't been much around the change management and ITSM lately but I know some of my colleagues implemented this by using multiple forms on CR tickets. For example, initially, there's a submission form that customers fill out when they raise a ticket. After that, if CR reaches a specific stage/status, a new (additional) form is attached to a ticket and the customer is asked to fill it out.

Some of these solutions include Assets in the whole story, but I guess it works well without the Assets feature.

Cheers,
Tobi