Assigning and Updating Change Requests
How to assign a change request
- Open a change request you want to assign;
- Click a magnifier icon in the Assigned User or the Assigned Group field;
- Select the responsible person or group to assign the change request;
- Click Save.
How to update a change request
- Open a change request you want to update;
- Update the fields that you want to make changes to;
- Click Save.
Create Relationships
You can create relationships between changes and other types of tasks. For this, please complete the following steps:
- Open the change request you want to work on;
- Scroll down the page, then open the Related Records tab;
- You can create these types of relationships:
- Incidents Resolved by this Change;
- Incidents Caused by this Change;
- Problems Caused by this Change;
- Related Changes;
- Related Request.
- 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:
- Click a lock icon, then click a magnifier icon;
- In the new window appeared, choose a necessary option;
- Click the lock icon again and then click Save.
- To create relationships for the Related Request, please complete the following steps:
- Click a magnifier icon;
- In the new window that was appeared, choose a necessary option;
- Click Save.
Relationship Types
| Type | Description |
|---|---|
| Incidents Resolved by this Change | The incidents specified will be resolved after resolving this change request. |
| Incidents Caused by this Change | This change request is the cause of the incidents specified. |
| The problems specified will be resolved after resolving this change request. | |
| Problems Caused by this Change | This change request is the cause of the problems specified. |
| Related Changes | This change request has related change requests. |
| Related Request | This 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):
- Open the change request you want to work on;
- Scroll down the page, then open the Related Records tab;
- Click the lock icon near Incidents Resolved by this Change;
- In the window appeared, choose incidents that will be resolved by this change request. You can select over one incident;
- When you've finished, click the lock icon again;
- Then open the Closure Notes tab;
- Turn the Complete Originators checkbox on;
- After you mark the change request as Completed, all related incidents will be marked Completed as well.
ченджи моэно создавать из проблемов - не похоже, возможно, в ITIL/SN и можно, но не у нас. Узнать у Игоря, как
емердженси из сендж контролов
ченджи из инцидентов? - не похоже, возможно, в ITIL/SN и можно, но не у нас. Узнать у Игоря, как
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:
| Option | Description |
|---|---|
| Implemented | This state displays that the change request was fully implemented. |
| Partially Implemented | This state displays that the change request was implemented with some exclusions that do not affect the critical functionality of the service. |
| Not Implemented | This state displays that the change request was not implemented. |
| Cancelled | This state displays that the change request was cancelled because of authorization failed or cancelled by the caller. |
| Backout | This state displays that the change request implementation was not successful, and the previous state of service (or CI) was restored. |
Priority Management
Change Template
создаются из ченджей либо с нуля как темплейт, отдельный механизм авторизации, снять с Андрея. из темп только станд ченджи.
