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Feature released in SummitAI IT Service Management (Denali SP3, Change Management)

What's New?

Now, the system auto cancels the Change Requests referred back to the Initiator and pending with Initiator without any action on it for a long time. It is a workflow-based functionality. On the WORKFLOW PROPERTIES pop-up, a new field, Enable Auto Cancellation for Refer Back CRs is added (Refer Figure 4).

The Administrators can enable this auto-reject functionality for a workflow by selecting Enable Auto Cancellation for Refer Back CRs check box. If selected, the Number of Reminders and Alert Interval (in Days) fields are displayed (Refer Figure 4).

1. Number of Reminders: In this field, specify the number of reminders sent to the Initiator before auto-rejection.
2. Alert Interval (in Days): In this field, specify the alert interval days for sending a reminder to the Initiator for resubmitting the Change Request.

Also, the Administrators can configure this functionality for the new as well as existing workflows. For more information, see Configuring CR Approval Workflow.

UI Changes

Figure 1: Change Record List page

Figure 2: CHANGE HISTORY pop-up

Post refer back, the below reminder e-mail notification triggers to Initiator.


Figure 3: Reminder E-Mail Notification

Also, the below e-mail notification triggers to the CR Initiator and Requestor post-CR Cancellation.

Figure 4: CR Canceled E-Mail Notification 

How it Works?

To enable auto-reject functionality in a Workflow:

1. Select Admin > Basic >Infrastructure > Workflow. The FILTERS pop-up is displayed.
2. On the FILTERS pop-up, select Module as Change Management.
3. Select the required Tenant, Owner Workgroup, Change Type, Category, and Customer from the drop-down list.
4. Click SUBMIT. The WORKFLOW page is displayed.
   
   
   Figure 3: WORKFLOW page
   
   
5. Under the Workflows tab of the WORKFLOW page, select the required Workflow.
6. Click  (Workflow Properties) icon in the toolbar. The WORKFLOW PROPERTIES pop-up is displayed.
   
   
   Figure 4: WORKFLOW PROPERTIES pop-up
   
   
7. Select Enable Auto Cancellation for Refer Back CRs check-box. If selected, the Number of Reminders and Alert Interval (in Days) fields are displayed.
8. Number of Reminders: In this field, specify the number of reminders sent to the Initiator before auto-rejection.
9. Alert Interval (in Days): In this field, specify the alert interval days for sending a reminder to the Initiator for resubmitting the Change Request.
10. Click SAVE to save the workflow properties configuration.

Scenario:

Consider for the workflow (Change Request - Normal) the Auto Cancellation functionality is enabled (Refer Figure 4). 

To enable auto cancellation configuration for a workflow, perform the following steps:

1. Select Enable Auto Cancellation for Refer Back CRs check-box.
2. If selected, the Number of Reminders and Alert Interval (in Days) fields are displayed.
   1. Number of Reminders =2
   2. Alert Interval (in days) =1

Consider a Change Request is logged and refer back to Initiator on 02-Jan-2021 at 10:30 AM. In this case, 1st Reminder triggers to Initiator on 03-Jan-2021 at 10:30 AM, and 2nd Reminder triggers to Initiator on 04-Jan-2021 at 10:30 AM.
But the cancelation will happen on 05-Jan-2021 at 10:30 AM.