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Forum Discussion
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). ...
Has there been any development on this - when can notifications got to the customer?
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.
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
brennand The customer cannot 'see' the incident itself, so you have to manually update it when changes are made.
I thought when I updated a comment in the Release Management that it would also update the Incident and therefore update the customer - but it hasn't - effectively it's a total standalone module - very disappointing.
Is there any update on when the customer communication might be linked to the Release Management/Change Management function?
