How to "promote" a service request to a change?

I've set up a workflow for our change requests, and by looking at the Change Management documentation, this changes them automatically to a Service Request.

The documentation says, "In the past, service requests in TeamDynamix represented anything that needed approval. When workflow attached to a ticket that's just been created, the ticket's classification changes to service request. You can use the workflow to force the correct classification, by changing the promotion classification to change, and by having the promotion occur before the first step of the workflow. "

My question is, how do I do this? None of the workflow steps seem to do this, from what I can tell.

Thanks in advance!

Tags change-management
Asked by Kay Masters on Tue 8/13/24 3:22 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 8/13/24 3:38 PM

Hello Kay,

Go to the workflow's builder view in the TDAdmin area of that ticketing application. You can click Workflow > Details, and set up a promotion classification and set it to happen when "step starts" and choose the step of the workflow at which you want it to promote the classification to whatever you chose in the promotion classification field.

 Sincerely,
Mark Sayers
​​​​​​​Sr Support Consultant, CS

No feedback
Thanks for your help, Mark! I'm having trouble finding the Workflow/Details menu item. If I go to the admin app, then select the Tickets application, then go to Workflow, if I choose my Workflow, I don't see the menu item there, and then if I click on View Builder, I can't see it there either.

I'm sure it's somewhere really obvious, and I'm going to kick myself...
- Kay Masters Tue 8/13/24 3:43 PM
Please disregard my previous comment! I just needed to click to check out the workflow and the menu item is right there. Thanks again for your help! - Kay Masters Tue 8/13/24 3:44 PM