I'm running 2017.3 and am relatively new to ITSM. We are a smaller shop and want to modify the Change lifecycle. We want to be able to go from Status = Logged to Status = Pending Approval. There is an intermediate step, namely Requested, we want to skip. How best to accomplish this. I tried creating a quick action and adding that to the lifecyle so that When a Change is "Requested" Update Status to Pending Approval. However, when I test a change, it didn't work saying Pending Approval was not in validation list...
So my questions are:
- How do I get rid of the added action in the lifecycle (I deleted the quick action in the business object, yet the action and checkbox still remain when viewing the lifecycle)?
- How best to accomplish skipping over the Requested status?