Create change tasks
If solving a change request requires the participation of several departments, you can create a change task for each of them.
To create a change task, complete the following steps:
- Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
- Open the Change Tasks tab in the Related Lists area.
- Click New and fill in the form.
- Specify the start and end dates on the Schedule tab for task implementation.
- Click Save or Save and Exit.
You can create as many change tasks as you need.
Change Tasks form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | This field contains a change request task number in CHTXXXXXXX format and is populated automatically. |
| Change request | Y | Specify the change request for which you need to create a task. This field is populated automatically when you create a change task from the related list on the change request form. |
| Phase | Y | Specify the change phase, depending on its schedule. |
| Type | N | Define the type of the change task. Available options:
The task type can be customized based on business needs (for example, Deployment Task, Code Review Task, Documentation Task). |
| Subject | Y | Specify the task subject. |
| Description | N | Add a detailed description of the task. |
| Followers list | N | Specify the users to receive notifications, when:
The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI-action on the form. The field is read-only when the record is in the Canceled or Closed state. |
| State | Y | Specify the task state. Available options:
|
| Assignment Group | Y | Select a group 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 dependency between the Assigned User and Assignment Group fields. Refer to the Auto Assignment article to learn more. |
| Assigned User | Y | Select a person 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 dependency between the Assigned User and Assignment Group fields. Refer to the Auto Assignment article to learn more. |
| On Hold | N | Select the checkbox to show that the 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 the change task plans are ready, and the authorization is required. |
| Notes tab | ||
| Work Notes | N | Add work notes. The field becomes mandatory when:
|
| Schedule tab | ||
| Planned Start Datetime | N | Date when the assigned person is supposed to start working on this task. |
| Planned End Datetime | N | Date when the task should be in the Completed or Closed state. |
| Previous Task | N | Task that was done before this one. |
| Actual Start Datetime | N | Date when the assigned person started working on this task. The agent should fill in this field. |
| Actual End Datetime | N | Date when the assigned person finished working on this task. The agent should fill in this field. |
| Next Task | N | Task that will be done after. |
Follow / Unfollow UI-actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.
Access to the form fields
The read or update access to certain fields of a record can vary depending on the current user's roles.
- The users with the ITSM_agent or change_manager roles, other than the creator of the change task or the assigned user, can:
- View the record.
- Submit Work notes in all states of the change task other than Closed.
- Edit the Followers list field value.
- Edit the State, Assignment group, and Assigned user field values in all states of the change task. The Work notes field becomes mandatory in this case.
- The caller can:
- View the record, except for the Work notes field.
Change task state model
Create a change request announcement
You can create an announcement informing affected users about the change request process. For more information, see General Concepts and Procedures.
Create relationships
You can create relationships between changes and other types of tasks.
To add a new relationship, complete the following steps:
- Navigate to Change Enablement → All Change Requests and open the required change request.
- Open the Related Records tab.
- Click the magnifier icon
next to the respective field. - In the window that appears, choose the necessary option.
- Click Save or Save and Exit to apply the changes.
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. |
