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 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:
- 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. |
