Changes
Edit/Delete/Restore Changes
Edit Change Details Role Required: SDAdmin, SDChangeManager, Users with Edit permission to the Submission stage of the change You can edit change details from the list/template view or the change details page. In the list/template view, click the ...
Copy Changes
Copy changes to reduce the need to create templates. You can create a new change request by making the necessary modifications to the copied change. Role Required: SDAdmin, SDChangeManager, Users with Add permission to Changes To copy a change, Go to ...
Close Changes
Role Required: SDAdmin, SDChangeManager, Users with Approve permission to the current stage and the Close stage. You can close changes from the list/template view or the change details page. To close changes in bulk, select the preferred changes from ...
Pick Up Changes
Role Required: SDAdmin, SDChangeManager, Technicians with Edit permission to the respective change stage Technicians associated to the respective customers can pick up unassigned changes from the list/template view. This reduces the waiting time to ...
Change Workflow
Change workflow defines how a change request is processed within an organization. Technicians can view the complete execution path of the workflow associated with the change request. Role Required: SDAdmin, SDChangeManager, Users with View permission ...
Custom Views
You can filter the change requests based on specific criteria to create your own customized page of change requests. This helps you sort and view change requests based on your priority and requirement. Role Required: SDAdmin, SDChangeManager, User ...
Color-Coding Changes
Color-code change requests in the list and template view based on change attributes. This enables users to identify and track change requests easily. Color coding is user-specific, allowing each logged-in user to personalize the color settings in ...
Change Views
Change List View The change list view is a tabular view that displays change requests under various columns. By default, change requests are displayed in the list view. Use the customer filter on the application header to filter the changes based on ...
View Change Details
To view the details of a change, go to Changes and click any change to open the details page. The left pane of the change details page lists the various change stages with the current stage highlighted in dark orange (#ff8700). As the change moves ...
Approvals
Track the approval levels associated with the stage. Depending on your permissions, you can perform approval actions on the change. Role Required: SDAdmin, SDChangeManager, Users with Edit permission to the respective change stage. Approvals can also ...
Tasks
You can add tasks to any of the eight stages with details on the owner/groups associated, estimated effort, trigger specific tasks, and configure dependency of tasks. You can add tasks from the Tasks tab within a change stage or the Tasks tab on the ...
Stage-Status
Each stage of the change is assigned specific statuses throughout the change management process to indicate the progress of the change request. You can create and manage statuses for the change under Setup > Customization > Change Management > Stage ...
Close
In the final stage, the change request is closed after assigning it an appropriate closure code which indicates whether the change was approved, rejected, or closed halfway. Learn more about closure code. The following tabs are displayed: Details: ...
Review
During the review stage, the change management team evaluates the entire change process from Submission to Release. They document a report detailing the change process and assess if the objectives of each stage were achieved. They also document ...
Release
When the user representatives in the UAT stage have provided their consent, the change will move forward to the Release stage to ensure the change is accessible to all users. In the release stage, the change details page will display the following ...
UAT
User Acceptance Testing (UAT) is the stage in which some users evaluate the implemented change under real-world scenarios. Based on their experience during the testing period, the UAT members provide their consent on approving the change. Role ...
Implementation
After the required approvals are received, the change request moves to the Implementation stage, where the change is implemented through tasks in projects caused by the change. In this stage, the change manager will lay out the higher-level ...
CAB Evaluation
The Change Advisory Board, also known as CAB, plays a crucial role in the change management process. While the change manager typically handles small changes, more complex changes with higher risks and impacts require the collective expertise of a ...
Planning
Map out a detailed plan to execute the proposed change. The change management team can plan the change goals and guidelines, decide how to implement the change, add the change impact details, develop a rollout plan and backout plan, and create check ...
Submission
The Submission stage involves evaluating the proposed change and its various attributes, such as impact, risk involved, urgency, priority, etc. The business requirements of the change are defined clearly. The following tabs are displayed in this ...
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 ...
Introduction to Changes
ServiceDesk Plus MSP Cloud allows you to handle changes in goals, processes, or implemented technologies within an organization. With ServiceDesk Plus MSP Cloud, you can use standardized methods and procedures to minimize the impact of change-related ...