Assigning and Updating Change Requests

How to assign a change request

  1. Open a change request you want to assign;
  2. Click a magnifier icon in the Assigned User or the Assigned Group field;
  3. Select the responsible person or group to assign the change request;
  4. Click Save.

How to update a change request

  1. Open a change request you want to update;
  2. Update the fields that you want to make changes to;
  3. Click Save.

Create Relationships

You can create relationships between changes and other types of tasks. For this, please complete the following steps:

  1. Open the change request you want to work on;
  2. Scroll down the page, then open the Related Records tab;
  3. You can create these types of relationships:
    1. Incidents Resolved by this Change;
    2. Incidents Caused by this Change;
    4. Problems Caused by this Change;
    5. Related Changes;
    6. Related Request.
  4. To create relationships for the Incidents Resolved by this Change, Incidents Caused by this Change, Problems Caused by this Change, Related Changes, please complete the following steps:
    1. Click a lock icon, then click a magnifier icon;
    2. In the new window appeared, choose a necessary option;
    3. Click the lock icon again and then click Save.
  5. To create relationships for the Related Request, please complete the following steps:
    1. Click a magnifier icon;
    2. In the new window that was appeared, choose a necessary option;
    3. Click Save.

Relationship Types

TypeDescription
Incidents Resolved by this ChangeThe incidents specified will be resolved after resolving this change request.
Incidents Caused by this ChangeThis change request is the cause of the incidents specified.
The problems specified will be resolved after resolving this change request.
Problems Caused by this ChangeThis change request is the cause of the problems specified.
Related ChangesThis change request has related change requests.
Related RequestThis change request has related service requests.


The relationship types Incidents Resolved by this Change and 

To use this feature, please complete the following steps (for the Incidents Resolved):

  1. Open the change request you want to work on;
  2. Scroll down the page, then open the Related Records tab;
  3. Click the lock icon near Incidents Resolved by this Change;
  4. In the window appeared, choose incidents that will be resolved by this change request. You can select over one incident;
  5. When you've finished, click the lock icon again;
  6. Then open the Closure Notes tab;
  7. Turn the Complete Originators checkbox on;
  8. After you mark the change request as Completed, all related incidents will be marked Completed as well.


ченджи моэно создавать из проблемов, 

емердженси из сендж контролов

ченджи из инцидентов?

множественная горизонтальная связь без иерархии

стандартные чейнджи и как его создать

Planning and Scheduling

упомянуть про конфликты во времени

Change Request Authorization

CABs will be also mentioned here as well

автоматически переходит в шедулед

осветить механизм

апрувал тикеты

по разному формируются CABы в зависимости от риска и его вероятности (probability).

обязательно осветить

есть в документации на Яндекс.Диске

если все auth ticekts заапрувлены  - все в scheduled, если зареджектили один - canceled все, если change из aurh в reg, то все тикеты падают в cancelled

Create Change Tasks

Closure Information

Basing on the SimpleOne state model, when the change request has been fully processed (scheduled, implemented, and reviewed, it must be closed. When closing the incident, the agent must provide the closure code.

Closure code

This code specifies an option of the closure. SimpleOne has the following options:

OptionDescription
Implemented

This state displays that the change request was fully implemented.

Partially ImplementedThis state displays that the change request was implemented with some exclusions that do not affect the critical functionality of the service.
Not ImplementedThis state displays that the change request was not implemented.
CancelledThis state displays that the change request was cancelled because of authorization failed or cancelled by the caller.
BackoutThis state displays that the change request implementation was not successful, and the previous state of service (or CI) was restored.

Priority Management

Change Template

и как его создать

   создаются из ченджей либо с нуля как темплейт, отдельный механизм авторизации, снять с Андрея. из темп только станд ченджи.