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Creating Change Tasks

Create change tasks


If solving a change requests request requires the participation of several departments, then you can create a сhange change task for each of them. 

To create a change task,  please complete the following steps:

  1. Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
  2. Open the Change TaskTasks tab in the Related Lists area.
  3. Fill Click New and fill in the form.
  4. Specify the start and end dates in the on the Schedule tab for task implementation.
  5. Click Save or Save and Exit. 

You can create as many change tasks as you need.

Change Tasks form fields

FieldMandatoryDescription
NumberYThis field contains a change request task number in CHTXXXXXXX format
. It
and is populated automatically.
Parent
Change requestYSpecify the change request for which you need to create a task. This field is populated automatically
with the number of the parent change request.
when you create a change task from the related list on the change request form.
PhaseYSpecify the change phase, depending on its schedule.
TypeN

Define the type of the change task.Available options:

  • Planning
  • Review
  • Testing
  • Implementation

The task type can be customized based on business needs (for example, Deployment Task, Code Review Task, Documentation Task).

SubjectYSpecify the task subject.
DescriptionNAdd a detailed description of the task.
Followers listN

Specify the users to receive notifications, when:

  • A Work note is added to the activity feed; 
  • The record state changes;
  • The value of the fields Assignment Group, Assigned User changes;
  • The agent adds or deletes a follower. 

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. 

Info

The field is read-only when the record is in the Canceled or Closed state.

StateY

Specify the task state. Available options:

  • Draft
  • Waiting for Change Authorization
  • To Do
  • In Progress
  • Completed
  • Closed
  • Canceled
Info
  • The Draft state is displayed when the related change request is in the Registered state.
  • The Waiting for Change Authorization state is displayed when the related change request is in the Registered state and waiting for the CAB approval (state is Authorization). Once the change request is authorized, the task state changes to To Do.
  • If the task is moved to the Canceled state, the user responsible for the parent change request receives an email notification about it.
  • The Closed state appears only when the change task is in the Completed state.


Assignment GroupY
Choose

Select a

responsible

group

you wish

to assign the task to.

Note

When a change request task is assigned to a responsible group, the Assigned User field becomes non-mandatory. 

There is a

dependence

dependency between the Assigned User and Assignment Group fields. Refer to the

Task

Auto Assignment article to learn more.

Assigned UserY
Choose

Select a

responsible person you wish

person to assign the task to.

Note

When a change request task is assigned to a responsible person, the Assignment Group field becomes non-mandatory. 

There is a

dependence

dependency between the Assigned User and Assignment Group fields. Refer to the

Task

Auto Assignment article to learn more.

Subject
On Hold
YSpecify the task subject.DescriptionNDescribe the task by giving more details.PhaseYSpecify the change phase, depending on its schedule.TypeNDefine the type of change task.Available options:
  • Planning
  • Review
  • Testing
  • Implementation.

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:

  • Waiting for change authorization
  • Registered
  • In Progress
  • Completed
  • Cancelled
  • Closed. 
Info
  • The Waiting for change authorization state is displayed when the related change request is in the Registered state and waiting for the CAB approval. Once the change request is authorized, the task state changes to Registered.
  • The Closed state appears only when the change task is in the Completed state.
NSelect the checkbox to show that the work on the task is paused. 
Plan is readyN

Select this checkbox to notify the user responsible for the parent change request that the change task plan is ready.
This checkbox is active only for change tasks in the Registered state.

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 NotesN

Add work notes. The field becomes mandatory when:

  • the Assigned user changes the state to Completed, Canceled or Closed.
  • other user with the ITSM_agent role changes the State value.
On HoldNSelect the checkbox to show that work on the task is paused. 
Schedule tab
Planned Start DatetimeN
The date
Date when the assigned person is supposed to start working on this task.
Planned End DatetimeN
The date
Date when the task should be in the Completed or Closed state.
Previous TaskN
The task
Task that was done before this one.
Actual Start DatetimeN
The date
Date when the assigned person started
to work
working on this task. The agent should fill in this field.
Actual End DatetimeN
The date
Date when the assigned person finished
the work
working on this task. The agent should fill in this field.
Next TaskN
The task
Task that will be done after. 
Info

You can create as many change tasks as you need.

Change Task State Model

Image Removed

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:

  1. Navigate to Change Enablement → All Change Requests and open a change request you need to work on.
  2. Click the Create Announcement button in the change request form.
  3. Fill in the fields. 
  4. Click Save or Save and Exit.

Image Removed

Field

Mandatory

Description

Number 

YThis field is populated automatically with the announcement number in ANCMXXXXXXX format.StateY

This field is populated automatically with New.

Related ChangeYThis field is populated automatically with the identifier number and change request subject.Announcement Type Y

Available options:

  • Maintenance – this type of announcement informs that some service or CI recovery activities are going to be under maintenance in the specified period;
    • Urgent Maintenance –this type of announcement informs that some service or CI recovery activities will be under maintenance at the nearest time due to high urgency. 

    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


    Image Added


    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:

    1. Navigate to Change Enablement → All Change Requests and open the required change request.
    2. Open the Related Records tab.
    3. Click the magnifier icon Image Addednext to the respective field.
    4. In the window that appears, choose the necessary option.
    5. Click Save or Save and Exit to apply the changes.
    ServiceYSelect the service affected by the change request.Recipient EmailNSpecify the email of the announcement recipient. You can add more than one email, separated by commas.Reviewer's EmailNSpecify the email of the announcement reviewer. You can add more than one email, separated by commas.via EmailNSelect the checkbox to send this announcement via email. It will be sent to all addresses specified in the Recipient Email field.via PortalNSelect the checkbox to display this announcement on the Service Portal in the Portal Announcements area.SubjectYThis field will be populated automatically with the change request subject.Announcement BodyNType 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.SignatureNReference to the Announcement Signature.DescriptionNDescribe the announcement.

    Create relationships

    You can create relationships between changes and other types of tasks.

    Relationship Types

    Click Save to apply changes

    Type

    Description

    Caused by IncidentsThis change request is the cause of the incidents specified.
    Caused by ProblemsThis change request is the cause of the problems specified.
    Caused by RequestsThis change request is the cause of the service requests specified.
    Related ArticlesThis change request is related to the Knowledge Base Articlesarticles specified.
    Related InquiryUser QueryThis change request is related to the inquiry user query specified.
    Related IncidentsThis change request is related to the incident specified.
    Related ProblemsThis change request is related to the problem specified.Resolved IncidentsThe incidents specified will be resolved after resolving this change request.

    Resolved Problems

    		The problems specified will be resolved after resolving this change  request. 

    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 Image Removednext to the appropriate field.
  • In the window appeared, choose a necessary option.
    • .


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