Change Management customer front end

[xax0]

Hello there,
Is it possible to add the Ticket type of RfC (or Change Request) to the customer front end?
I will need to test out the Change creation from customers, but I'm not sure whether they can submit change requests through the portal.

[wurzel]

Hi,

AFIAR it is not possible to start Changes from customer.pl

Florian

[jojo]

you can have all kind of Ticket Types on the Customer Portal (limit them by ACL)
It is not possible to create a change on the Customer Portal

[xax0]

I understand.
I will have to stick with the ticket state only, and get the agents to open RfC.

What about change approval? Can this be achieved through the Customer Interface?

[wurzel]

Hi,

if you want Customer Action in a ticket, you'll need a process ticket.


Flo

[xax0]

That's clear enough.

many thanks!

[Rotyn]

Of course the ticket type RfC can be created by the customer.

However, the change itself must be initiated by an agent. In case the ticket type is RfC the (authorized) agent can do this from TicketZoom (Create Change or Create Change (from Template))

R