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Change management

Created: 25 Jan 2013 • Updated: 26 Aug 2013 | 9 comments
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Hi everyone,

I need some information of how the Planned Start/ completion time is set in a change ticket.Because we have a specific time we need to set for each change in our environment and when we are planning a change we get random plannned start/completion time. And its effecting out report too.

Also the date has no progressive check for it to see if the completion date is after start date. Like this example.

And also the actual start date and time in not logged if the change is due on the same date of CAB Approval.

Any help will be appriciated.

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gBBB's picture

Hi Kareddy,

I was able to reproduce the issues you are seeing. Unfortunately, because the Change workflows neccessary to make these modifications are locked-down - there isn't an easy way to work around these issues. I've recorded these issues as defects internally, so hopefully they'll be fixed in a coming release.

You could possibly create some custom Workflows and use the Automation Rules engine to launch them to do some custom reporting adjustments. For example, populating Actual Start Date Time by using the OnImplementationCompleted ruleset.

Lark's picture

Hi Kareddy,

Which version of ServiceDesk are you using? My 7.5.1 implementation does not even display the time - only the date.

kareddy's picture

Mine is 7.5.1 to i just upgraded

kareddy's picture

gBBB how can this wait till a release. its one of the major aspect of change based on ITIL and with out proper time tracking all the changes done through this system is of no use and it even effects the reporting .

I think there should be a Patch or somthing to work with or else the change management canot be used.

Lark's picture

I agree with kareddy - how can this product have progressed without solid date and time management within the Change Module?

Hopefully this gets prioritized for the next release.

kareddy's picture


Any update regarding the Chnage managment time issue from symantec.

gBBB's picture


Though there are problems with the implemenation (as you noted), it appears Change Mangement was intentionally designed to operate with days as the smallest unit of time as of ServiceDesk 7.1 SP2. Unfortunately this design decision doesn't meet the needs of all our customers as this thread shows. I do expect support for both date and time will be added in a future release - I've made sure that the issues have been submitted into our internal backlog. I'm very sorry it's causing you problems in the meantime.

Unfortunately, customer specific pointfix requests are not usually handled through Connect. You are of course welcome to contact Symantec Support and work with them directly if you need further assistance.

Best regards,


Dan B's picture

Is there any update on when this enhancement is likely to be released?

TGiles's picture

This enhancement will be included in the upcoming MP1 release for ServiceDesk 7.5.