Every change introduces a level of risk, and classifying it correctly ensures proper scrutiny. Zendesk automates the routing of change tickets based on two main factors: category and risk level.
- Standard Changes:
- Low risk and pre-approved
- Routed directly to Infrastructure team
- Auto-approved and implemented quickly
- Normal Changes:
- Medium or high risk
- Require management or CAB (Change Advisory Board) approval
- Emergency Changes:
- Triggered by critical failures or urgent needs
- Fast-tracked for CAB review with elevated risk and priority
This system ensures changes are neither over-reviewed nor pushed through recklessly. Use macros like "Approve Change" and "Reject Change" to log decisions cleanly.
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