The Changes tab

SECURITY  Service Desk object permissions to add and edit tickets.

NAVIGATION   > CRM > Search > Organizations > click Search > click an organization name >  accessory tabs > Tickets

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket

On the Changes tab of incident and problem tickets, you create and manage associated change request tickets.
To open the page, use the path(s) in the Security and navigation section above.

The following options are available:

Option Description

Associate Existing Change Request(s)

Click this button to open the Select Ticket page. All change request tickets in your Autotask instance are available. By default, Show Tickets > 1 Year Old and Include recurring Tickets are selected, Include Complete Tickets is cleared, but can be modified.

  • Use the quick filter row below the column headings to narrow your search.
  • To open a ticket, click on the Ticket Number.
  • To select a ticket as a change request on the problem or incident, click anywhere else on the ticket row.
  • To clear a ticket from the Selected Items list, select it and click Clear.

New Change Request

Opens the New Ticket page, with Change Request preselected as the ticket type.

The Title and the Organization default to the title of the problem or incident ticket. Many of the ticket fields will be copied, but will remain editable. Complete and save the ticket.

Context menu

Disassociate Ticket

To sever the relationship between the problem or incident ticket and the change request on the table, select Disassociate Ticket from the ticket context menu.

NOTE  Removing a problem from a change request ticket does not delete the ticket.

For a full description of the context menu available on all ticket tables, refer to Searching and managing tickets.