Created but not visible in change calendar

[Theis Joergensen]

Hi Community, 

When creating a change directly in the calendar, i always get this message. Even if the change is visible and the request type is change. After some time it disappears and changes to a box saying "ticket xxyz" created. 

Any idea how to get rid of this message unless the request type is actually wrong?

Brgds

Theis

[Angélica Luz · Accepted solution]

Hello @Theis Joergensen,

Thank you for reaching out to the Atlassian Community!

When enabling Change Management, the calendar will be visible and the ability to create issues directly on the calendar as well, but it’s necessary to have a specific Request type for Change.

I tested here and I was able to replicate the issue and what was causing it was the Request type being hidden from the portal.

Please, go to Project settings > Request types.

If you haven’t created a Request type for Change, it will show this:

Otherwise, it will show the screen below and that’s where you can associate the Request type with a group:

 

Then, you can associate with an existing group or create a new one:

 

After that, the error shouldn’t appear anymore.

Note that, it’s important to add the fields Planned start date and Planned end date to the screen as well to make the ticket visible on the Calendar.

• Add a new custom field to a service project
• Customize the fields of a request type

​​Kind regards,
Angélica

[Theis Joergensen]

@Angélica Luz Thanks for your detailed answer. Issue with this solutions is, that unhiding them from the portal will allow the customers using the portal to open changes using these request types. 

Our customer can create incidents but change management is an internal exercise we do, which could be triggered by an incident raised by a customer. The customer cannot foresee if a change needs to be made or not but only report the incidents they experience.  

Is there an alternative? I don't think I understand the relation between a change calendar and the customer portal. Customers using the portal to create ticket cannot not even see the change calendar, or?

[Angélica Luz]

Hi @Theis Joergensen,

I tested here and without adding to a group to make it visible to the portal, the Calendar works, but that popup warning message will keep appearing. 

I sent a message to the team responsible for the Calendar feature sharing all the details and tests and they will check it next week. In our documentation it doesn’t mention if it’s a requirement or not to have the request type visible in the portal, so what I’m checking with them is to see if it’s a bug or if it’s expected. 

From what I tested here, having the request type for Change and adding the Dates custom fields to the create screen, the tickets will be visible on the calendar even if that warning message appears. 

• Show change requests on the change calendar

[Theis Joergensen]

@Angélica Luz Thank you so much for your support. 

I look forward to hearing if this is design or bug :-)

[Angélica Luz]

Hello Theis,

Our team was able to replicate the same issue and they said that it shouldn’t depend on the request type being visible on the portal. That said, it’s a bug.

• Change calendar shows a warning message if the Request type is hidden from the customer portal

Please, click on “This affects my team” and also watch the ticket above to receive the updates of when the bug is fixed.

[Theis Joergensen]

@Angélica Luz Thank you!

[Beylem Cindoğlu · Accepted solution]

Hello Community!

I'm currently working on enhancing our change management processes and am focusing specifically on leveraging Jira Service Management's (JSM) change management features, including the change calendar.

I’m looking to connect with fellow users who have experience with JSM's change management capabilities. If you are currently using the change management feature, especially the calendar, I would love to hear about your experiences, challenges, and best practices.

Your insights will be invaluable as I work to optimize our approach and ensure we're utilizing these tools to their fullest potential.

Thank you in advance for your help and looking forward to engaging with this knowledgeable community!

What’s involved in the research:

• Sessions are 1 hour and conducted over video-conference, so you can participate from anywhere around the globe.

• During the research, we'll start with a general chat to get to know you, understand your workflow in regards to change management.

• As a token of our appreciation, you'll receive an e-gift card worth $100 USD within 5 business days of completing your session.

Interested in taking part? Follow this link to fill in a few more details so we can make sure you’re a good fit.

If you have any other questions at all, feel free to reply to this post or email me directly on bcindoglu@atlassian. We look forward to meeting you!

Cheers,

Beylem Cindoğlu

JSM Design Team

[Shahrzad Shariati · Accepted solution]

How can change management calendar be enabled? 

[Beylem Cindoğlu]

Hello @Shahrzad Shariati ,

Thank you for reaching out to the Atlassian Community!

To be able to reach to change calendar;

• Your plan should be either Enterprise or Premium.

• Your project should be configured as a Service Management project. Change Management features are specifically designed for these types of projects.

• Change management should be enabled in project settings.

Once all these conditions are met, you should be able to see it on the side navigation under Operations title. 

Kind regards,

Beylem