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Role required: change_manager.

To create a change, please complete the following steps:

  1. Navigate to Change Requests.
  2. Click New and fill in the form.
  3. Click Save or Save and Exit to apply changes.

The form description

FieldMandatoryDescription
NumberYThis field is populated automatically and contains a change request number looking like (an example) CHGXXXXXXX.
CallerYThe request originator.
CompanyNA Company to which the request is related.
Change TypeY

The change type. Available choice options:

  • Standard
  • Normal
  • Emergency.

Based on the option picked up there, the request should be authorized differently. To learn more about this, please refer to the Change Request Authorization article.

ServiceYService affected by this change request.
Related CIsNService-related CI that will be affected by this change request.
Copy CIs to OriginatorsNSelect this checkbox to automatically relate configuration items from the problem to problem originator entities.
Assigned GroupY

Specify a responsible group to work on the request.

When a change request is assigned to a responsible group, then the Assigned User field becomes non-mandatory. The same goes for other task objects, like incidents, or service requests.

Assigned UserY

Specify a responsible person to work on the request.

When a change request is assigned to a responsible user, then the Assigned Group field becomes non-mandatory. The same goes for other task objects, like incidents, or service requests.

SubjectNA brief description of the request.
ReasonYA justification of the request.
Followers ListNIn here, users list who follow the request for tracking updates is displayed.
StateN

This field displays the work state and progress. Available choice options:

  • Registered
  • Authorization
  • Scheduled
  • In Progress
  • Completed
  • Post-Implementation Review
  • Closed.
ImpactY

The measure of the effect that a change request may cause on the business processes. Available choice options:

  1. Low
  2. Medium
  3. High
  4. Very High
UrgencyY

The measure of time until a change request has an impact on the business. Available choice options:

  1. Low;
  2. Medium;
  3. High.
ProbabilityY

The level of possibility of disruptive or harmful event occurrence. Possible choice options:

  1. High
  2. Low.
PriorityY

Priority is a function of impact and urgency. It identifies the importance of a request. Available choice options:

  1. Low
  2. Moderate
  3. High
  4. Critical.
RiskY

Risk is a function of impact and probability. It's a possible event that could cause loss or harm. Available choice options:

  1. Low
  2. Medium
  3. High
  4. Very High
Change AuthorityYThe person or group who is responsible for authorizing the request. This field is populated automatically basing on the value in the Change type field.
Notes tab
Additional CommentsNSpecify some comments related to this request. These comments will be displayed in the Service Portal view of this request.
Work NotesNSpecify work notes related to this request. These notes are not to be displayed in the Service Portal view of this request.
Schedule tab
Planned Start DatetimeNPick a date and time you need the request to be started processing. The responsible person must fill this field before a change request can be processed (state = In Progress).
Planned End DatetimeNPick a date and time you need the request to be finished processing. The responsible person must fill this field before a change request can be processed (state = In Progress).
Planned DowntimeNIf service downtime is expected, then put down its duration here. The responsible person must fill this field before a change request can be processed (state = In Progress).
Downtime NotesNYou can put any notes about planned service downtime here. The responsible person must fill this field before a change request can be processed (state = In Progress).
Possible Conflicting ChangesNChange requests that have time overlap with this request. It possibly can impact request implementation. This field is populated automatically.
Actual Start DatetimeNPick a date and time when the request was started processing. The responsible person must fill this field.
Actual End DatetimeNPick a date and time when the request was finished processing. The responsible person must fill this field.
Actual DowntimeNIf service downtime took place, put down its duration here.
Planning tab
PreparationYThis plan specifies the steps that need to be done and the criteria to be met before implementing the change. The responsible person must fill this field before a change request can be processed (state = In Progress).
Core ActivitiesYDescribe here the process of change implementing. The responsible person must fill this field before a change request can be processed (state = In Progress).
ValidationYThe process of how the change must be tested after implementing. The responsible person must fill this field before a change request can be processed (state = In Progress).
BackoutYThe plan specifying the processes rollback the system or service or CI condition to its previous state, in case of a failed implementation. The responsible person must fill this field before a change request can be processed (state = In Progress).

Closure Information tab

This tab appears when a change request is completed (state → Completed)

Complete originatorsNSelect this checkbox to make the originators related to this request be completed along with it.
Closure NotesYSpecify some notes summarizing the implementation process.
Closure CodeYSpecify a closure code. For more information, please refer to the Closure Code article.
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