Change Management
Change Management - Helpdesk Bridge
Link maintenance.request RFCs to helpdesk.ticket records both ways
lynx_change_management_helpdesk
· v19.0.1.0.0
· Premium
What this solves
Change Management - Helpdesk Bridge
Bidirectional links between RFCs and helpdesk tickets so an incident can spawn an emergency change record, and a change record always lists the incident tickets that drove it.
The classic post-incident question is "which RFC fixed this?" - and the classic post-change question is "which incidents drove this RFC?". Without a link both sides re-derive the answer from chatter. This bridge adds many-to-many links in both directions and a one-click "Create RFC from this ticket" header button so the on-call team escalates straight from the incident form.
Key Features
Helpdesk-to-RFC link - ticket form lists every change request that traces back to it.
RFC-to-ticket link - change request lists every helpdesk ticket it addresses.
One-click escalation - "Create RFC from this ticket" button pre-fills the change form from incident context.
Audit-ready - the linked-record relationships stand up in compliance reviews where change vs incident scope must be demonstrated.
Auto-Installation
Installs automatically when both lynx_change_management and lynx_helpdesk are present. Bridges incident response and change control so every emergency RFC traces back to its source tickets.
Integrates With
lynx_change_management - extends maintenance.request.
lynx_helpdesk - extends helpdesk.ticket.
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