Setting Up Views for Change Management in Zendesk
What views should I set up for change management in Zendesk?
For effective change management in Zendesk, set up two views: 'CAB Review' and 'Emergency Changes'.
The 'CAB Review' view lists change requests needing approval, with conditions like Status less than Solved and Approval Pending. The 'Emergency Changes' view shows emergency changes that don't require approval, with conditions like Status less than Closed and Change Type Emergency.
More related questions
How do I set up basic change management in Zendesk?
Setting up basic change management in Zendesk involves creating custom fields, groups, views, and triggers. To start, you'll need to create two custom fields: 'Change Type' and 'Approval'. Then, set up a group called 'Change Advisory Board'. Next,…
What custom fields are needed for change management in Zendesk?
For change management in Zendesk, you need two custom fields: 'Change Type' and 'Approval'. The 'Change Type' field is a drop-down with options like N/A, Minor, Major, and Emergency, which helps identify the type of change. The 'Approval' field,…
How do I create a Change Advisory Board group in Zendesk?
Creating a Change Advisory Board group in Zendesk is straightforward. Simply set up a new group and name it 'Change Advisory Board'. This group will be responsible for reviewing and approving change requests. While you can have multiple groups for…
How do I automate emergency change approvals in Zendesk?
Automating emergency change approvals in Zendesk involves creating a trigger named 'Auto-Approve Emergency Changes'. Set conditions such as Status less than Solved and Change Type Emergency. Actions include setting Approval to Approved and…
How can I request change approvals for non-emergency changes in Zendesk?
To request change approvals for non-emergency changes in Zendesk, create a trigger named 'Request Change Approval'. Set conditions like Status less than Solved, Change Type not Emergency, and Approval Requested. Actions include routing the ticket…
Can I access archived change requests in Zendesk?
Yes, you can access archived change requests in Zendesk by creating a report in Zendesk Explore. While solved or closed tickets are archived, you can generate reports to view all IT change requests, ensuring you have visibility into past changes…
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