Change Ticket

Why is a change request created, and for what type of issues should it be used?

Possible Questions:

• Why do we create a change request, and what issues does it cover?

• Why is a change request needed, and when should I use it?

• Why is a change request raised, and what changes qualify for it?

Answer: A change request is created to formally propose a modification to an existing system, process, application, or service. It is used for planned, controlled changes that may impact services, infrastructure, or business operations. Change requests ensure proper evaluation, approval, and implementation with minimal disruption.

Examples of issues or tasks covered by a change request include:

• Upgrading software or applications to a new version

• Modifying system configurations or settings

• Adding new features or functionality to an application

• Updating hardware infrastructure (e.g., servers, network devices)

• Changing workflows, processes, or access rights that affect multiple users

• Implementing security patches or updates

• Migrating data or systems to new platforms

• Any change that could impact business operations and requires approval before execution

How can a support agent create or raise a change request on behalf of a customer?

Possible Questions:

• How does a support agent raise a change request for a customer or user?

• How can a support agent create a change request if a user needs a system, application, or process change?

• How should a support agent log a change request on behalf of a customer?

• How is a change request created by a support agent for a customer?

• How can an agent manually create a change request for approved modifications or upgrades?

• How do support agents handle creating change requests for users or customers?

• How can a support agent record a requested change as a formal change ticket?

Answer: A support agent can create a change request on behalf of a customer by manually logging the proposed modification, upgrade, or process change. The agent must enter the customer or requester details, select the appropriate change type, category, and sub-category, and provide a detailed description of the requested change, its purpose, and potential impact. This ensures that the change is properly evaluated, approved, implemented, and tracked in the system, maintaining control and accountability over modifications.

Steps:

Go to Helpdesk App

After this step, you will be redirected to the My Tickets section

Navigate to the Services menu, then select Change Request under the ITSM section

The ticket creation form will appear on your screen

Fill in all the required details and click Save

Customer

The name of the customer requesting the change.

• Example: Pinnacle

• Purpose: Identifies who the change is for, helping the support and change management teams understand the requester context and prioritize based on organizational needs.

Requester

The person submitting the change request.

• Example: Raunak Pathak

• Purpose: Used for communication, follow-up, and tracking who submitted the change request.

Summary

A concise title describing the change request.

• Example: Implement Enhanced Email Security Controls

• Purpose: Provides a quick overview so the change management team can immediately understand the type of change requested.

Attachment

Option to upload supporting documents, diagrams, screenshots, or reference files.

• Example: Document.pdf showing current email security settings or audit report

• Purpose: Provides additional context or specifications to accurately evaluate, approve, and implement the change.

Category

High-level classification of the change request.

• Example: Network Security

• Purpose: Helps route the change to the correct technical team and generate reports for change metrics.

Sub-Category

More specific classification within the main category.

• Example: Mail Security

• Purpose: Refines the type of change, making it easier for the change management team to understand and process the request efficiently.

Description

Detailed explanation of the change request, including requirements, scope, and expected outcome.

• Example: This request is to implement additional email security measures to protect against phishing, spam, and malware attacks. The changes include enabling advanced spam and malware filtering rules, configuring DMARC, DKIM, and SPF records for all corporate domains, setting up email encryption for sensitive communications, and updating email gateway policies to block suspicious attachments and links.

• Purpose: Provides context so the change management and technical teams can evaluate the request, plan implementation, assess risks, and ensure all necessary details are captured for successful execution.