Configuring a Change Request
Role Required: SDAdmin, SDChangeManager, Technician with Add permission to Changes, Requester with Create Changes permissions
- Go to Changes and select the customer from the filter in the header.
- Click New Change.
Field | Explanation |
Select Template | The template that contains information on the type of change requested, along with details on its impact, risks involved, change owner, etc. A change template auto-populates information into the change request form. Change templates will be listed based on the customer for which the change is raised. |
Select Workflow | Workflow outlines the entire process of the change request from the time it is raised to the time it is closed, with appropriate notifications, field updates, tasks, and approvals at various stages of the change request. |
Change Requester | The user who requests for the change process to be initiated. Any user in the customer can be a change requester. Technicians who are not restricted by customer-specific roles can also be change requesters. |
Change Type | Refers to whether it is a minor, major, significant, or standard change. These change types are configured under Setup > Customization > Change Management. |
Site | Select the site where this change is occurring. Only sites of the customer for which the change is raised will be listed |
Retrospective | Retrospective changes are change requests that have already been completed through verbal approvals. You can mark/unmark a change as retrospective by selecting Yes/No. |
Group | Technician group categorized by department, such as hardware, software, network, etc. Only technician groups in the selected customer will be displayed. |
Impact | Describes whether this change will affect the business, department, group, or user. |
Urgency | Refers to how urgent the change request is. |
Priority | Whether the change request is high, low, or medium priority. |
Change Risk | Whether this involves high, low, or medium risk. |
Change Owner | The owner of the change request. |
Change Manager | Manages the change throughout the change process. |
Stage* | Displays the Submission stage of the change process. |
Status* | Displays the Requested status of the Submission stage. |
Status Comment* | Contains information regarding the status. |
Category | Assign the change category. |
Sub Category | Select the sub-category of the change. |
Item | Select the item based on the category and sub-category selected. |
Scheduled Start/Scheduled End | The dates on which the change will start and end. This is just an estimated schedule. The actual start and end time may vary. |
Services Affected | Lists the services that might be affected by this change. |
Assets Involved | Contains the assets that might be affected or involved in the change. Only assets in the associated customer site will be listed for selection. |
Reason for Change | Select the probable reason why this change had to be initiated. These are configured under Setup > Customization > Change Management. |
Title* | The name of the change request. (Limited to 250 characters.) |
Description | A short description of what this change request entails. |
Attachments | Any associated files, documents, or images. |
Roles | Change Approver: Evaluates and approves/rejects a change in the CAB Evaluation stage. Line Manager: Accountable for change's life cycle. Reviewer: Analyzes the entire change process and evaluates possible outcomes. Implementer: Responsible for implementing the change. UAT Owner: Organizes and manages the testing of the associated service by stakeholders. Learn more about Change roles. |
*mandatory fields
Options in the drop-downs in the New/Edit change from will be listed based on the customer selected.
The change template can be edited by the Change Owner, Change Manager, and Change Approver only in the Submission stage. The workflow can be edited in any of the stages.
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