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The change request process allows the caller to be informed about the work progress.

In SimpleOne, this process is implemented as

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Notifications sent by email.

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Notification "Change request created"

This type of notification is sent when creating a new change request.

Notification "Change authorization required"

This type of notification is sent when the change request state is set to Authorization. In this state, the change request is awaiting authorization.

Notification "Change request scheduled"

This type of notification is sent when the change request state is set to Scheduled. In this state, the change request is fully authorized and scheduled. It has a planned start date and planned end date.

Notification "Change request completed"

This type of notification is sent when the state is changed to Completed. The change is implemented, and the works are over.

Notification "Change approval requested"

This notification is an authorization ticket. It is sent when authorization is required.

Notification "Comment added"

This type of notification is sent when the assigned person or end-user added any comment to the Additional Comments field.

All notifications are sent out to the email that is a contact for a person specified in the Caller field.

Note

Role required: admin.

You can create new notifications, or modify existing ones. To create a new notification, please complete the following steps:

  1. Navigate to the System Notification → Notification;
  2. Click New and fill in the form;
  3. Click Save.

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Notifications delivered "out-of-the-box" are described below:

NotificationDescriptionTarget Auditory
Change request is createdThis notification is sent after the change request is just created and registered.Change Manager
Change request is completedThis notification is sent after the change request state changes to Completed.Change Manager, Stakeholders*
Change request is assignedThis notification is sent after the change request is assigned to a responsible group or person.Follower, Assigned User, Assignment Group
Change request is scheduled This notification is sent after the change request state changes to Scheduled.Follower, Assigned User, Stakeholders*
Change request requires authorizationThis notification is sent after the change request state changes to Authorization.Follower, Assigned User
Change request authorization rejectedThis notification is sent after the change request authorization failed (request state changes to Registered).Follower, Assigned User
New comment is addedThis notification is sent after the change request has additional comments.Follower, Assigned User
Change request requires authorizationThis notification is sent after the change request state changes to Authorization.Approvers
Change request has been authorizedThis notification is sent after the change request has been successfully authorized (state changes to Scheduled).Approvers
Change request is in ProgressThis notification is sent to the assigned users stating that the work on the change tasks to be started.Assigned User, Stakeholders*
Change request post-implementation reviewThis notification is sent when the change request status changes to Post-Implementation review.Stakeholders*
Change Tasks

Change task is cancelledThis notification is sent when a change task has been cancelled.Assigned User
All change tasks are completedThis notification is sent upon completion of all related change tasks.Change Manager, Assigned User
Change task is readyThis notification is sent when a change task has been created or edited.Assigned User
Change task plan is readyThis notification is sent after the associated change task is saved with the Plan Ready checkbox selected.Assigned User 

*Stakeholders – here: the people who may need or want to track the work on the change request. They are not responsible for any part of the change request workflow. Read the article to see how to add them to the recipients list. 

Tip

To learn how to create new notification rules or modify existing ones, refer to the Notifications article.

To learn how to add more recipients, read the Additional Notification Recipients article

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