Set Change Tasks to Waiting for Customer
An exciting new feature has been added to Xurrentβs change management functionality. This was one of the features that this yearβs customer advisory board (CAB) members decided to assign a high priority to. The objective was to make it easier for specialists to reach out to the requester when they are working on a change task.
Until now, specialists would need to click on the request from their task to open it, after which they would ask their question in the Note field and update the requestβs status to βWaiting for Customerβ. With this new feature, though, specialists no longer need to leave the task. They simply enter their question in the taskβs Note field and set the status of the task to βWaiting for Customerβ.

This then causes the status of the request that is linked to taskβs change to also be updated to βWaiting for Customerβ. In addition, the note is copied from the task and added to the request, and the person who is selected in the Requested by field of the request receives a notification.
From this notification, the requester can open the request. If the requester is an end user or key contact, the request opens in Xurrent Self Service. There, the requester can respond to the specialist by adding a new note.

The new note causes the status of the request to be set back to βChange Pendingβ, which ensures that the request is no longer visible in anyoneβs inbox. At the same time, a copy of the requesterβs note is added to the task and the taskβs status is updated to βAssignedβ so that the specialist is notified and work on the task can continue.

It is important to be aware that the βWaiting for Customerβ status is available in a task only when:
- the category of the task is βRisk & Impactβ or βImplementationβ, and
- the change to which the task belongs was created from a request, and
- the request from which the change was created is set to the status βChange Pendingβ.
Note that a change can be created from a request either by a change template that is linked to the request template that was applied to the request, or by a change manager who used the Actions menu option βRelate to New Changeβ¦β after opening the request.
It is also good to know that only the request from which the change was created gets updated after one of the changeβs tasks is set to βWaiting for Customerβ. If requests and problems were added to the change after it was created, these records will not be affected.