Typically in 11.4 or 2018, certain types of tickets automatically trigger change control without the interaction of a Technician. If you want your Technician to be the one to trigger the change request, they could simply create the Change Request from the green Add New button at the top, then select that change request from within the existing ticket without changing the category.
Thanks, but that appears to involve more steps (time) than it did in 11.4....possible, but a step back.
Is there a way to trigger a change policy when a ticket is created with criteria only when Jim emails about a software update to his accounting software?
I don't want a change policy when Jim emails about an error with his accounting software.
(Requestor= Jim, Department=Accounting, Location=Chicago, and Category=Accounting Software)
I doesn't seem wise to have more specific categories. (Accounting Software, Accounting Software-Error, Accounting Software-Update, etc..) but perhaps that would accomplish the same result?
Generally the change policy is automatically kicked off when something requiring a change approval is requested by the user. A purchase, a software patch, a change to network permissions, etc. Then those specific Categories have change policies linked to them.
In your case, if you want to kick it off manually, you could add one more level below the items you already have and call it something like “Item Name”-Change, that you select to kick off a change request related to that item.