Creating Change Tasks
If solving change requests requires the participation of several departments, then you can create a сhange 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. |
| 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. |
Create 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 Inquiry | This change request is related to the inquiry 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. |
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.
