Change Management Workflow Switches Ticket to Service Request

Hello,

We are implementing change management in our environment and are running into an issue with an approval workflow. The Change form we use creates a Change ticket if the data entered does not trigger the workflow. If the criteria matches the Automation Rule to start the workflow, the ticket is created as a Service Request. Is there a way around this? We would like the ticket to remain a Change ticket if the workflow is triggered.

Tags workflow automation-rules change-management
Asked by Jesse Gobeli on Wed 2/8/23 4:27 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 2/8/23 4:33 PM

Hello Jesse,

When a ticket is created from the client portal or via email monitor, and a workflow is immediately/automatically applied to it, the expected behavior is for the ticket to be moved to a Service Request while the workflow is in-flight. You *can* configure the first step of the workflow to be its promotion step though, so essentially it is created as a service request with the workflow, but the first step immediately promotes it back to a Change, in effect meaning it never really left that classification because all of that would happen instantaneously.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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We're experiencing this when creating change tickets from TDNext - I also verified that my workflow isn't promoting it to a different class upon completion (workflow->details).

I can add this work around right now, but I do feel like this handling behaviour might need to be reconsidered. - Jason Clark Wed 3/22/23 6:27 PM