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Assigning Change to Multiple persons

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Rajesh Nair
Outstanding Contributor.

Assigning Change to Multiple persons

Hi,

I have SD4.5 with SP14. I have exhausted all the person custom field in Change & Work order.

My requirement is to assign a Change to Multiple Workgroup. As of now I can assign to only 1 workgroup.

Any help is welcome.

Regards

Rajesh
12 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Assigning Change to Multiple persons

Hi Rajesh,

The recommended approach would be to assign the Chnage record itself to a single group (responsible for the change as a whole) and individual work orders to the relevant groups.

This follows best practice (ITIL).

Can I ask why you cannot use this approach and need more than 1 work group?

Regards

Ruth
http://www.teamultra.net
Ruth Porter
Acclaimed Contributor.

Re: Assigning Change to Multiple persons

Sorry meant to say person rather than workgroup but same recommendation applies

Ruth
http://www.teamultra.net
Rajesh Nair
Outstanding Contributor.

Re: Assigning Change to Multiple persons

Hi Ruth,

There are instances when 1 work order requires the intervention of multiple workgroups,e.g,Networks,Security etc.
So we want the workorder to be assigned to these workgroups.

Regards

Rajesh
Ruth Porter
Acclaimed Contributor.

Re: Assigning Change to Multiple persons

Hi Rajesh,

My recommendation would be 1 workorder per work group.

Hope this helps

Ruth
http://www.teamultra.net
Rajesh Nair
Outstanding Contributor.

Re: Assigning Change to Multiple persons

Hi Ruth,

What if more than 1 workgroup has to work on a single work order ?

You mean to say that 1 workgroup should take ownership of the workorder even if more than 1 workgroup works on it.

Regards

Rajesh
Ruth Porter
Acclaimed Contributor.

Re: Assigning Change to Multiple persons

Hi Rajesh,

Why should a WO need to go to 2 groups? If there are 2 tasks to be done the person managing the whole change should set up another WO for the other WG's task.

Generally when managing a change you will either know exactly how it should go and who should do what - in which case it is a standard (ITIL terminology) change and you can set it all up as in a template, or the person responsible for the change will have to decide what WOs for what groups are required and set these up.

Using this approach means that the person managing the change can see how each step s going and each group doing a task focusses on their own work order.

Hope this helps

Ruth
http://www.teamultra.net
Rajesh Nair
Outstanding Contributor.

Re: Assigning Change to Multiple persons

Hi Ruth,

We have linked different work orders as per the change flow(e.g impact assessment,implementation etc) within a change.
If the impact assessment for a change request has to be done by 2 different teams, then are you saying that the Change manager should create an additional work order & assign it to the other workgroup ?

Regards

Rajesh
Ruth Porter
Acclaimed Contributor.

Re: Assigning Change to Multiple persons

Hi Rajesh,

Yes - that is what I am saying;

Regards

Ruth
http://www.teamultra.net
Rajesh Nair
Outstanding Contributor.

Re: Assigning Change to Multiple persons

Hi Ruth,

What if I upgrade from SP14 to SP18...Create additional Custom fields & define in the Workorder form ?

How stable is SP18 ? Will I be able to migrate to Service Manager if I have SP18 ?

Regards

Rajesh
Ruth Porter
Acclaimed Contributor.
Solution

Re: Assigning Change to Multiple persons

Hi Rajesh,

You may find a later SP will give you more fields but to me the important thing is understanding the process you should be using.

We (Fox IT) always implement the approach I have outlined and our customers find it works well and is compliant with ITIL best practice reommendations.

Regards

Ruth

(PS it is usual to give some points if people respond)

http://www.teamultra.net
Rajesh Nair
Outstanding Contributor.

Re: Assigning Change to Multiple persons

Thanks for the help. I have given you the points too. Have a great day.

Regards

Rajesh
FXCISD
Super Contributor.

Re: Assigning Change to Multiple persons

Rajesh,

you are splitting the responsibility of the task thereby diluting the whole effect of ownership.

The better way would be to create serial workorders and assign them to different workgroups OR create a workgroup with members from different workgroups.