Forum Discussion

JWJ's avatar
JWJ
New Member
13 years ago

Customer participation in Change/Release Management

I work in the IT department in a company of 250+ users (customers) We have a an internal policy on requesting Software implementation (Change management) or updates/patches (Release Management). ...
idea
Roger Lee's avatar
Roger Lee
New Member
10 years ago
We are a hosting company and would like to add our customers as an approver to their changes. Buying a user license for each customer is cost prohibitive. Any other suggestions? Frankly, I am surprised more folks do not need this functionality. I would think even an internal IT department would want change approval from a business owner that understands the business impact of the change.
brennand's avatar
brennand
New Contributor
6 years ago

Has there been any development on this - when can notifications got to the customer?

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    brennand  While this exact functionality doesn't exist, you do have the ability to link a Change to Incidents so that Customers can still comment / receive updates that link within the SD side for you to see.

    • brennand's avatar
      brennand
      New Contributor
      6 years ago

      thanks for responding - it's pretty disappointing that it's still not a feature for what I would have thought is a pretty common requirement that business users are included in the change/release requests.

      Anyway hopefully it might become a feature soon.

      I have created a link between the incident and the release - how do they update each other? How does the customer see the updates - not clear to me how it works...any help appreciated...

      Thanks

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        6 years ago

        brennand  The customer cannot 'see' the incident itself, so you have to manually update it when changes are made.