Change Request for Mobile Users

Approvals of the workflow assignment tasks of a Change process can be performed using a mobile device, such as a tablet or mobile phone.

Using the Control Desk mobile app, managers, agents, and end users can perform several Control Desk functions directly from a mobile device. See Mobile app section (page 89 of 307) of the IBM® Control Desk wiki.

Change request configuration

Depending on your permissions as an agent (approver) or manager, you can approve, reject, or reassign the Change request using mobile device.

To approve, reject or reassign any Change request, security group of manager or agent (approver) must have access to MXAPIWFASSIGNMENT object structure. Follow below steps to give access to MXAPIWFASSIGNMENT object structure:
  • Log in to IBM Control Desk classic GUI and from the navigation bar Go To > Security > Security Groups.
  • In the Group column, search and select the manager or agent (approver) group, for example SDADESKAGENT.
  • Under the Object Structures tab, click Filter.
  • In the Object Structure field, search MXAPIWFASSIGNMENT and click Grant Listed Options for This Object Structure.
  • Make sure that the access to Delete, Insert, Read, and Save are granted.
  • Save your changes.
Once the permissions are granted, manager or agent (approver) can approve, reject, or reassign a Change request in the mobile application. Manager or agent (approver) can use the filter and search options to quickly and easily find Change approval requests.
Note: Security group of end users, for example SDUSER, must have access to MXAPIPERUSER, CDUIMYTICKET, and CDUIINCIDENT object structures to access the mobile application. MXAPIPERUSER is the mandatory object structure for an end user to access the mobile application, and other object structures depend on the functions in the mobile application.

Customization of the Change workflow process

Change request is created using classic ICD GUI and only the approvals of the workflow assignment tasks of a Change process are supported in the mobile application.

In mobile application, the pending Change request will open with description of Change request, for example: Assess Change 0001, where Assess Change is the workflow assignment task and 0001 is the change ID. If an user wants to add more details to the description of a Change in the mobile application, then the Change process workflow must be customized using classic ICD UI. Follow below steps if you want to customize the Change process workflow.

To modify the Change process workflow, complete the following steps:
Note: This customization is not mandatory, user can customize Change process workflow as per the business needs.
  1. Log in to IBM Control Desk classic GUI and from the navigation bar Go To > System Configuration > Platform Configuration > Workflow Designer.
  2. In the Process field, type workflow process name associated with the Change application, for example PMCHGFIXD1, and press Enter to see list of all the Process Revision.
  3. Open the active revision of the process.
  4. Click Create Process Revision from the Common Actions section of the navigation bar.
  5. Click Canvas tab (left to the Process tab) to view all workflow phases.
    Note: Customization can be done at each level of the workflow phases. User can customize the workflow phases as per the requirement.
  6. Select any workflow phase from ASSESS, SCHDULE, AUTH, IMPLEMENT, or REVIEW that you want to customize:
    • Click a workflow phase, for example ASSESS. A pop-up Task Node Properties will be displayed.
    • In the Assignment section, for the Role Id PMCHGOWNRS, customize the Task description field as follows:

      Assess Change :wonum || :description || :status

      Note: You can add more details in the Task description field as per the business needs.
    • Click OK.
    • Save your changes.
    • Click Enable Process from the More Actions section of the navigation bar.
    • Click Activate Process from the More Actions section of the navigation bar.
    • A pop-up Add Workflow Support to Applications will display, enable checkbox for CHANGE in the Application column.
      Note: Pop-up Add Workflow Support to Applications will display only when you are creating first revision to process PMCHGFIXD1.
    • A new revision for process PMCHGFIXD1 will be created in the Process field.
After customization, updated details will be displayed in the description of a pending Change request in the mobile application, for example: Assess Change 0001 || Change after custom || Assess, where:
  • Assess Change is the workflow assignment task and 0001 is the Change ID
  • Change after custom is the description of the Change
  • Assess is the status of the Change
Note: For more customization to the Change process workflow, refer to section Managing workflows.

Change request approvals

The manager or agent (approver) will see all pending Change approvals request on the approval page of the mobile application sorted by the due date. This default sorting order can be changed using filter option on the approval page. Change approvals will appear in the approval page of the mobile application until they are in the CLOSE state.

Note: Mobile application support only approvals of the workflow assignment tasks of a Change process. This does not support complete Change management operations.