Create change tasks
If solving a change request requires the participation of several departments, you can create a сhange task for each of them.
To create a change task, complete the following steps:
- Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
- Open the Change Tasks tab in the Related Lists area.
- Click New and fill in the form.
- Specify the start and end dates on the Schedule tab for task implementation.
- Click Save or Save and Exit.
You can create as many change tasks as you need.
Change Tasks form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | This field contains a change request task number in CHTXXXXXXX format and is populated automatically. |
| Parent | Y | This field is populated automatically with the number of the parent change request. |
| Phase | Y | Specify the change phase, depending on its schedule. |
| Type | N | Define the type of the change task. Available options:
The task type can be customized based on business needs (for example, Deployment Task, Code Review Task, Documentation Task). |
| Subject | Y | Specify the task subject. |
| Description | N | Add a detailed description of the task. |
| State | Y | Specify the task state. Available options:
|
| Assignment Group | Y | Select a group 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 dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Assigned User | Y | Select a person 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 dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| On Hold | N | Select the checkbox to show that the work on the task is paused. |
| Notes tab | ||
| Additional Comments | N | Add any comments for the change task. |
| Work Notes | N | Add any work notes related to the change task. |
| Schedule tab | ||
| Planned Start Datetime | N | Date when the assigned person is supposed to start working on this task. |
| Planned End Datetime | N | Date when the task should be in the Completed or Closed state. |
| Previous Task | N | Task that was done before this one. |
| Actual Start Datetime | N | Date when the assigned person started working on this task. The agent should fill in this field. |
| Actual End Datetime | N | Date when the assigned person finished working on this task. The agent should fill in this field. |
| Next Task | N | Task that will be done after. |
Change task state model
Create a change request announcement
You can create an announcement informing users 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 the change request you need to work on.
- Click the Create Announcement button in the top right corner of the 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 the 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 multiple emails separated by commas. |
| Reviewer's Email | N | Specify the email of the announcement reviewer. You can add multiple emails separated by commas. |
| 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 request. You can design the announcement body using the built-in editor functionality, such as by formatting the text, working with tables and media, lists, styles, and headings. |
| Signature | N | Reference to the Announcement Signature. |
| Description | N | Add a description of the announcement. |
| 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. |
Create relationships
You can create relationships between changes and other types of tasks.
To add a new relationship, 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 that appears, choose the necessary option.
- Click Save to apply the changes.
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 User Query | This change request is related to the user query specified. |
| Related Incidents | This change request is related to the incident specified. |
| Related Problems | This change request is related to the problem specified. |
