Situation:
Customer creates incident. ServiceDesk Supporter analysis show that this a bug or CR which needs a deployment. SD supporter also needs to get an approval from the customer because the change has to be billed, because it is not on the Fix-Budget, but on the time and material budget.
How you deal with this?
My Variants:
1/ Create a CR linked to incident with approval process
2/ Move Incident to CR with approval process (Incident get lost)
3/ Include approval in the Incidentsprocess
4/ Your variant or best practice???????
