About change requests, incidents and problems
SECURITY All users who are selected as Change Request Approvers in the service provider's database.
NAVIGATION 
> Tickets > My Change Approvals
In Autotask, the parent application to your Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. (and the one we use to manage our business), there are several types of tickets we can create:
- The first is an ordinary Service Request. A ticket that asks us to upgrade your SnagIT license to version 12 would be a Service Request.
- The second is called an Incident An unplanned interruption to IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident., a type of ticket for when something is not working as expected. It could be a standalone issue, like when a printer is not working. When the printer is fixed, the issue is resolved and your service request is completed.
- Sometimes, however, an issue is part of a larger unknown problem. And sometimes a group of tickets all have the same root cause. These issues are Incidents, and the cause of these incidents is the Problem.
More about incidents and problems
Our goal is to restore normal IT service operations as quickly as possible to minimize the adverse impact on your business operations. Associating incidents with a problem can help us do that by allowing us to track, manage, and resolve all related incidents together instead of handling each one separately.
If one of your tickets is associated with either problem tickets or incident tickets, you'll see corresponding sections on the Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. Detail view. These sections will list any problems or incidents associated with the base ticket. Just click the problem or incident ticket number to open the associated ticket.
- The last type of ticket is a Change Request A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization..
The objective of change management is to control and enable beneficial changes with minimum disruption to your business. In order to support that objective, formal approvals by one or several people are required. We may even assign change approvals to you, so you can approve or reject a change that will impact your business operations.
There are several differences between regular tickets and Change Request tickets:
- Change Request tickets have their own table under the
> Tickets > My Change Approvals, where all tickets that you have approved or need to approve are listed. A banner will let you know if there are change requests waiting your approval.
- If you've opened a change request ticket that requires your approval, you'll also see an alert at the top of the ticket
- In the ticket header, the ticket is identified as a Change Request.
- At the bottom of the ticket, you'll see an Approvals section, where you can approve or reject the change, or update your approval or rejection.
How to...
Approve or reject a change request
To approve or reject at change request, do the following:
- Click the View link in the Waiting Approval banner below the Client Portal menu or navigate to > Tickets > My Change Approvals. You can also toggle to Waiting My Approval on the
> Home > Open Tickets summary card. - Click the ticket number to open the ticket.
- Scroll to the Change Information section and review the proposed changes.
- Scroll to the Approvals section.
- Optionally, enter a comment.
- Click Approve to approve the proposed change, or click Reject.
Update your approval or rejection
You can change your mind about a previous approval or rejection:
- Open the ticket and scroll to the Approvals section.
- Enter the reason for changing your approval or rejection.
- Click the Update Approval or Update Rejection button.