Creating Change Tasks
If solving change requests requires the participation of several departments, then you can create a change task for each of them.
To create a change task, please complete the following steps:
- Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
- Open the Change Task tab in the Related Lists area.
- Fill in the form.
- Specify start and end dates in the Schedule tab for task implementation.
- Click Save or Save and Exit.
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | This field contains a change request task number in CHTXXXXXXX format. It is populated automatically. |
| Parent | Y | This field is populated automatically with the number of the parent change request. |
| Assignment Group | Y | Choose a responsible group you wish to assign the task to. When a change request task is assigned to a responsible group, the Assigned User field becomes non-mandatory. There is a dependence between Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Assigned User | Y | Choose a responsible person you wish to assign the task to. When a change request task is assigned to a responsible person, the Assignment Group field becomes non-mandatory. There is a dependence between Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Subject | Y | Specify the task subject. |
| Description | N | Describe the task by giving more details. |
| Phase | Y | Specify the change phase, depending on its schedule. |
| Type | N | Define the type of change task. Available options:
Task type can be customized based on business needs (for example, Deployment Task, Code Review Task, Documentation Task). |
| State | Y | Specify the task state. Available choice options:
|
| On Hold | N | Select the checkbox to show that work on the task is paused. |
| Plan is ready | N | Select this checkbox to notify the user responsible for the parent change request that the change task plan is ready. When all change tasks related to the parent change request are saved with this checkbox selected, the user responsible for the parent change request receives an email notification that all of the change task plans are ready, and the authorization is required. |
| Followers List | N | This is a list of users who subscribed to receive notifications about this change task by clicking the Follow button. This field is read-only. |
| Schedule tab | ||
| Planned Start Datetime | N | The date when the assigned person is supposed to start working on this task. |
| Planned End Datetime | N | The date when the task should be in the Completed or Closed state. |
| Previous Task | N | The task that was done before. |
| Actual Start Datetime | N | The date when the assigned person started to work on this task. The agent should fill in this field. |
| Actual End Datetime | N | The date when the assigned person finished the work on this task. The agent should fill in this field. |
| Next Task | N | The task that will be done after. |
You can create as many change tasks as you need.
Change Task State Model
Creating a Change Request Announcement
Create an announcement informing related to the change request process.
To create a Change Request announcement, please perform the following steps:
- Navigate to Change Enablement → All Change Requests and open a change request you need to work on.
- Click the Create Announcement button in the change request form.
- Fill in the fields.
- Click Save or Save and Exit.
Field | Mandatory | Description |
|---|---|---|
Number | Y | This field is populated automatically with the announcement number in ANCMXXXXXXX format. |
| State | Y | This field is populated automatically with New. |
| Related Change | Y | This field is populated automatically with the identifier number and change request subject. |
| Announcement Type | Y | Available options:
|
| Service | Y | Select the service affected by the change request. |
| Recipient Email | N | Specify the email of the announcement recipient. You can add more than one email, separated by commas. |
| Reviewer's Email | N | Specify the email of the announcement reviewer. You can add more than one email, separated by commas. |
| via Email | N | Select the checkbox to send this announcement via email. It will be sent to all addresses specified in the Recipient Email field. |
| via Portal | N | Select the checkbox to display this announcement on the Service Portal in the Portal Announcements area. |
| Subject | Y | This field will be populated automatically with the change request subject. |
| Announcement Body | N | Type the message you need to share with users about this incident. You can design the announcement body using the built-in editor functionality, such as formatting, working with tables and media, lists, styles, and headings. |
| Signature | N | Reference to the Announcement Signature. |
| Description | N | Describe the announcement. |
Creating Relationships
You can create relationships between changes and other types of tasks.
Relationship Types
Type | Description |
|---|---|
| Caused by Incidents | This change request is the cause of the incidents specified. |
| Caused by Problems | This change request is the cause of the problems specified. |
| Caused by Requests | This change request is the cause of the service requests specified. |
| Related Articles | This change request is related to the Knowledge Base Articles specified. |
| Related User Query | This change request is related to the user query specified. |
| Related Incidents | This change request is related to the incident specified. |
| Related Problems | This change request is related to the problem specified. |
| Resolved Incidents | The incidents specified will be resolved after resolving this change request. |
Resolved Problems | The problems specified will be resolved after resolving this change request. |
Only assigned users with the itsm_agent role can edit the fields in the Related Records tab in any change request state except Closed.
To add a new relationship, please complete the following steps:
- Navigate to Change Enablement → All Change Requests and open the change request you want to work on.
- Open the Related Records tab.
- Click the magnifier icon
next to the appropriate field. - In the window appeared, choose a necessary option.
- Click Save to apply changes.
