My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process?
Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB <evanbl...@mweb.com > wrote: > ** > > Hi > > > > I require your assistance please. I don’t really work with the Change > management module thus I am a bit in the dark here, asking this question. > > > > We have occasions where people will do a change in production and then > 3hours later, they want to log the change and resolve it etc. > > > > According to what I found in the documentation these changes can be logged > as a Latent Change and will then close automatically. We can use this but it > is not always the case and sometimes for record purposes we still require > people to approve. > > > > People log tickets as an emergency in these situations and because this was > logged as an emergency we cannot close the ticket because it was logged > after the actual start dates. > > > > > > First we get a message, telling us it will be saved to Expedited because > the Requested Date is before the earliest Start Date. > > I will save it as expedited, enter the times for actual start/end date. > > > > Then it will tell me, Only Latent changes can have actual start dates that > come after the infrastructure change submit date. > > At this point we have values in “Earliest Start Date” and “Submitted Date” > > If we try to save the timing field to latent we just receive ARNOTE again > telling us it will be saved to Expedited because the Requested Date is > before the earliest Start Date. > > > > We are not able to close this change with the correct times now, what can > we do with these situations? > > > > > > > > Regards > > Enslin > ------------------------------ > > [image: footer (34K)] <http://www.mweb.co.za/productsservices/> > > This electronic communication and the attached file(s) are subject to a > disclaimer which can be accessed on the following link: > Disclaimer<http://www.mweb.co.za/disclaimer> > - or copy the following URL into your browser - > http://www.mweb.co.za/disclaimer. If you are unable to view the > disclaimer, please contact ab...@mweb.com <ab...@mweb.com> for a copy. > ------------------------------ > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
