In this lesson we will cover:
– Adding the Roadmaps Option to the Self-Service Portal
– Enabling Roadmap Columns
Associated Admin Guide:
You can show your upcoming changes on the Self-Service Portal via the inclusion of the 'Roadmaps' menu option. This will show Tickets of ITIL type 'Change Request' in a Kanban format, based on their Target Date.
Adding the Roadmaps Option to the Self Service Portal
Head to Configuration > Self Service Portal and add the 'Roadmaps' menu button:
Fig 1. Adding the Roadmaps option to the Self-Service Portal
Enabling Roadmap Columns
In Configuration > Tickets > Change Management, enable 'Show the Change Management tab on the Ticket Details screen for Change Requests'. This will dynamically present a series of Change Management fields, including 'Show the "Roadmap" Fields':
Fig 2. Enabling Change Management Fields
Following this, you will find a 'Change Management' tab appear on Tickets of ITIL Type 'Change Request':
Fig 3. Configuration > Tickets > Ticket Types – Setting the ITIL Type for a Ticket Type
Fig 4. The Change Management Tab, present on Tickets of ITIL Type 'Change Request'
By enabling 'Show on Roadmap' (Fig 4), this Change Ticket will be presented via the Roadmap Kanban:
Fig 5. The Roadmap (as seen from the Self-Service Portal)
The column these Tickets display in is based on the Target Date added to the Ticket in question, where:
- In Progress would show Tickets with a Target Date within the next 3 Months.
- Up Next would show Tickets with a Target Date within the next 9 Months.
- Future would show Tickets with a Target Date after 9 months from now.
Using Statuses for the Roadmap
As an alternative to grouping change requests by columns, they can be grouped by their ticket status instead.
To do this head to configuration > self service portal > edit the 'Roadmap' button and disable 'Use Roadmap Columns Instead Of Statuses For The Roadmap'.
Fig 6. Use Roadmap Columns Instead Of Statuses For The Roadmap setting
Now change request tickets will be grouped in the portal based on the status of the ticket rather than their target time (excluding the closed status). This is useful if you would like to provide users more detail on the status of the change.
Change Calendar
The change calendar can also be used to display upcoming changes to users in the portal. This provides a more date-specific view of upcoming changes, allowing users to see the exact dates changes are scheduled to take place. The change calendar will show all tickets that have the ITIL ticket type 'Change Request', the start date and target date fields on the ticket will determine the dates the ticket appears on the calendar for.
To enable the change calendar for the portal head to configuration > tickets > change management, enable 'Publish the change calendar to the Self-Service Portal'.
Fig 7. Publish the change calendar to the Self-Service Portal setting
Once enabled you will see a setting to determine the 'Change Calendar Visibility', the option selected here will determine what change tickets appear on the calendar for the logged in user.
Show all changes to all users – All users will be able to see all change requests, regardless of who the end user of the ticket is
Show changes for the logged-in users client only – The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them.
Show changes for the logged-in users client and services they have access to – The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see request tickets linked to a service they also have access to.
Show changes for the logged-in users client and their subscribed services – The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see requests linked to services they are subscribed to.
Once this setting in enabled you can add a button to the portal for users to access the change management calendar, head to configuration > self service portal > add the menu button 'Change calendar'.
Fig 8. Add change calendar button to portal
Now users will be able to navigate to and see the change calendar in the portal.
Fig 9. Change calendar in the portal
Setting how change requests appear in the calendar
Tickets must meet two criteria in order to appear on the change calendar:
- The ticket type must have ITIL ticket type 'change request'
- The 'Start date' and 'Target date' field must be completed
The dates the change spans on the calendar will be taken from the the 'Start date' and 'Target date' fields on the change request ticket.
Change Freeze periods will also appear on the change calendar (in Grey).
To have only change requests that have been approved appear on the calendar enable 'Only show changes that have been approved on the Change Calendar' in configuration > tickets > change management. This will ensure the ticket must have completed an approval process and been approved before it will show on the calendar. This ensures only requests that are actually taking place will appear on the calendar.
Viewing change request tickets from the calendar
Users can select an entry in the change calendar to view the change request ticket for that change. If you would not like users to be able to view the associated ticket disable 'Allow all Users to access Tickets shown on the change calendar' in configuration > tickets > change management.
For more information on the change calendar (agent use) see our Change Management article.
