New Change Request

Use this function to create a change request.

 

Roles with relevant access as per role access of Change and RFC can view, add, edit, approve, reject, resolve and close a change.

1. From the navigation pane, select ITSM > Change Management. The Changes window displays.
2. Complete the fields according to the table below.
3. When all selections/entries are made, click Add.

Change Request Fields

Field Description
Title The title for the change.
Change State Workflow

The predefined workflow. Click the plus + sign and select a workflow.

  The workflow choices are configured through Admin > Change Management > Change State Workflow.

Requester Details
Requester. The name of the person requesting the change. Click the plus + sign and search for and select the applicable person.
Requester Department. The department associated with the Requestor. Click the plus + sign and search for and select the applicable person.
Requestor Location. The location associated with the Requestor.
Group Requester. The group associated with the Requestor.
Callback Method. The communication method to use--either Phone or Email.
Contact Info. The information related to the Callback Method such as phone number or email address.

Record Details

For each of the following fields, click the drop-down list, and select the applicable option.

CI Category
CI SubCategory
Category
Type
Impact Level
Urgency
Priority
Risk
Stage
State
Error Code

For each of these fields, click the plus + sign and search for and select the applicable information.

Assignee/Group Assignee
Department Assignee
Approver
Approval Group
Associated CIs
Internal Stakeholders
External Stakeholder Email ID
Runbook

For these fields, enter the relevant information:

Description
UserName

Associated Records

Displays all the records associated with this request.

Schedule Details

The schedule for completing this change request: Planned Start/End and Work Start/End.

Related Records

Select the records to associate with this change request. Click the plus + sign next to the applicable category.

  When selecting a record, an option may be shown to Add that item.  For example, when Associate Problem is selected, the dialog box includes an option to Add Problem.

Notes

Details for this change such as Change Plan, Back Out Plan, Test Plan, Approval Notes, and Scope. Enter the applicable text and/or upload the text from a different file.

Resolution Information

Details on how the change was resolved or closed.

Closure Information

Details related to the closure of the change. Select a Closure Code and enter any relevant details.

 

Related Topics

Overview of Change Management