Interacting with Change Management

Create Change

Navigate to Change Management > All Change Requests in the left navigator.

Click on the button on the top ribbon of the view.

The new change form will open.

	Requested For, Category, Type, Impact, Urgency, Priority, Short Description, Support Group, Assigned To, Outage Required, Outage Start Date (If Outage Required is true), Outage End Date (If Outage Required is true).

	Requested For, Opened By, Status, Type, Impact, Priority, Urgency.

Click on the button on the top ribbon.

On successful submission, you will be redirected to the screen where your Change Number is generated automatically, Created On date is captured along with the details of the change provided.

Change Form

General Tab

All the information related to the Change will be present in this tab. User can view/edit the fields and update the Change.

Header

Field	Description
Opened By	User who has created the change record. It is a prepopulated and non-editable field with current logged users.
Status	Indicates the status of change.
Created On	Indicates the date and time when the change record was created.

Change Details Section

Field	Description
Requested For	User who contacted you with a change request
Change Number	Unique auto-generated change number.
Category	The category of the change, for example, Hardware, Network, Software.
Configuration Item	Changes that are related to service offering.
Impact	Impact is a measure of the effect.
Urgency	Urgency is a measure of how long the resolution can be delayed.
Priority	Priority indicates how quickly the stakeholders/fulfiller should address the change. It is calculated based on Impact and Urgency.
Support Group	Group who will work on the change
Assigned To	User who works on the change.
Status	States of Change.
Risk	The risk level for the change. This field is calculated based on Risk Assessment
Type	Type of change which is being created (Standard, Normal or Emergency)
Problem	This field indicates which problem it is related to if applicable.
Environment	Indicates whether the change is scheduled in testing, development, or production environment.
Release	Indicates release activities related to the change.
Conflict Detection	Indicated if conflict detection has been run for the change.

Additional Details Section

Field	Description
Short Description	Brief description of the change.
Description	Detailed explanation of the change.
Informed Names	It stores the users to whom notifications will be sent regarding change.
Additional Approvers	It stores the name of additional approvers added for change.
Service	Indicates the service tied with the change.
External ID	Unique Record Identifier for external systems.
External System	External System associated to the change.

Planning & Schedule Section

Field	Description
Outage Required	Indicates the whether the services will be available or not at time interval when change is being implemented.
Outage Start Date/ Outage End Date	Indicates the duration at which service will not be available
Implementation Plan	Indicates steps required to implement the Change
Risk and Impact Analysis	Indicates the potential risks associated with the Change. This field is required before the Change can be submitted for Approval.
Justification	Indicates the reason for the required change.
Test Plan	Indicates the details of the planned and completed tests prior to implementation that indicate potential success of the Change.
Backout Plan	Indicates the steps to revert the Change to its state prior to implementation. Include information about when the Change can be backed out.
Planned Start Date	This field should be filled in new stage which indicates when change implementation should start.
Planned End Date	This field should be filled in new stage which indicates when change implementation will complete.
Actual Start Date	This field gets auto populated in implement stage with current date and time when it implemented.
Actual End Date	This field gets auto populated in review stage with current date and time when it ended.

Field	Description
Close Code	Indicates whether the change is successful or unsuccessful. If the closed code is selected as unsuccessful it will send an email/teams notification to the CAB/eCAB members to review the change.
Closed Notes	Captures the comments of fulfillers when change is closed.

Add Attachments Section

Add/View the attachments related to the change.

Change Tasks Sections

A change task is a piece of work related to the change request.

For example, there can be tasks to plan the change, implement the change, and test, and review the work. Change tasks can be created manually or are populated when change is created from template. The Change Request form has a Change Tasks related list, which includes all change tasks. From this related list, you can edit existing tasks or create tasks.

Create/View the change tasks related to the change.

To create change task, click on the button. You will be redirected to the change task form.

	Change Request Number, Status, Short Description, Support Group

	Change Request Number, Owner, Status

Click on the button on the top ribbon.

On successful submission, you will be redirected to the screen where your Task Number is generated automatically, along with the details of the task provided.

An email and/or team notification will be sent to the Assigned To user that the task has been assigned to them. If not specified, an email and/or team notification will be sent to the Support Group members that the task has been assigned to them.

General Tab

Field	Description
Change Task Number	Unique auto-generated change task number.
Change Request Number	Change request number to which change task is related to.
Support Group	Group who will work on the change.
Order	Indicates the order of change task.
Assigned To	User who works on the change.
Status	Status of the Change Task whether it is open, in progress, pending, closed, or cancelled.
Planned Start Date	Indicates when the change task can be started implementing.
Planned End Date	Indicates when change task implementation will complete.
Short Description	Brief description of the change task.
Description	Detailed explanation on the change task.
Close Code	Indicates whether is successful or unsuccessful.
Closed Notes	Captures the comments of assigned to person or support group member when change task is closed or cancelled.

Add attachments section - Add/View the attachments related to the Change Task.

Notes section - Add comments to interact with the user and patch the sent notifications related to the Change Task. Also, one can add attachments to the notes.

Change Request Approval Tasks Section

View details regarding the approvals for the change. The following details are captured:

1. Approver Names: The names of the users who received the approval requests.
2. Approver Emails: The emails of the users who received the approval requests.
3. Change Approval Group: Captures whether the user belongs to Approval Group/Business Approval Group/CAB/eCAB or is an additional approver.
4. Approvers’ Comments: Captures the approvers’ comments while responding to the request.
5. Action Date: Capture the date of the approvers’ response.
6. Status: Captures whether the approver rejected or approved the request.

Timeline

Add comments to interact with the user and send notifications related to the Change. Also, one can add attachments to the notes.

Related Incidents Tab

All the related incidents for the change can be found in this tab.

To add an already created incident record to the change, click on the button and add the record.

To add a new Incident record, click on the button. You will be redirected to the Incident Module.

Other Related Problem Tab

The other related Problems for the change can be found in this tab.

To add an already created problem record to the change, click on the button and add the record.

To add a new problem record, click on the button. You will be redirected to the Problem Module.

Other Related CI (Configuration Item)

The other related configuration Items for the change can be found in this tab.

To add a CI to the change, click on the button and add the item.

Related Stories

Attach the stories with the Change Request.

Related Defects

Attach the defects with the Change Request.

Audit History Tab

Any changes/updates made to the change will be captured in the audit history tab. The person who made the changes will be captured along with the time and the updated fields.

Audit History is where the system stores historical information for all records. These records are intended to be kept forever so that administrators can always track the history of audited records.

	As the number of auditing records grows over time, it becomes more inefficient to directly query the Audit table for historical information.

Copy Change

Copy change button is used to create a new change record by copying all required fields from change record details along with the change tasks if any.

Copy change functionality is applied to all types of change (Standard, Emergency, Normal)

Procedure

Navigate to the change request to be copied.

Click on the “Copy Change” Button in the top navigator.

Then it will redirect to Change Record to the record created.

After an existing change request is copied and a new change record is created.

Add to Informed

“Add to Informed” button is used to inform additional user about the change record. Informed users will receive email and/or teams notification when the change stage is updated.

Multiple users can be added using the “Add to Informed” button.

Procedure

Navigate to the change request.

Click on the “Add to Informed” button in the top navigator.

Popup will appear.

Select the users that needs to be added to Informed field.

· Click on the Save Button.

After submitting navigate to the Additional Details Section. Under additional details section there is field name Informed Names which stores the additional user that needs to be informed.

	Visibility: This custom button is only visible when the change status is New, Assess, Authorize, Schedule, Implement, Review.

Add Approver

“Add Approver” button is used to add additional approvers at New stage for the approval sent when the change moves from New to Assess stage for the CI based approval.

Multiple users can be added using the “Add Approver” button.

Procedure

· Navigate to the change request.

· Click on the “Add Approver” button in the top navigator.

· Popup will appear.

· Select the users that need to be added to Additional Approvers.

· Click on the Save Button.

After submitting navigate to the Additional Details Section. Under additional details section there is field name Additional Approvers which stores the additional approvers to whom approvals need to be sent at assess stage.

	Visibility: This custom button is only visible on the new stage.

Archive Record

Archive Record button is visible in the change record view. Its functionality is used to remove all the closed change records between specified range of date from the Change Request Entity and store it into Change Archive Record entity. Users with ESM Super Admin role can archive the records.

Procedure

· Navigate to the change grid view.

· Click on the “Archive Record” button in top navigator.

· Popup will appear.

· Select the Start Date and End Date (range of date for which change needs to be archived).

· Click on the Submit Button.

· The user who initiated the job would receive an email notification with the number of records archived.

Note: It will only archive those change records which are in closed state.

Create Team Meeting

Create a meeting with all the users in the Informed list. The user can be added or deleted as per the requirement.

Click on “Create Team Meeting” button in top navigator.

A popup will appear.

By default, it takes the Short Description as meeting title and for meeting message it takes value from Description.

By clicking on Create button, Teams meeting is created, and email is sent to all the concerned members.

	Visibility: This custom button is only visible on the Assess and Authorize stage.

Assess Risk

Risk is auto calculated based on the Risk Assessment section.

Risk Assessment section will be visible below the change details section.

Team Chat

Start a team chat with the selected users about the change request. Click on the ‘Team Chat’ button at the top navigation in the Change Request form.

The current logged in user is auto populated in the dropdown. Select the other users to be added to the team chat.

Click on ‘Start Chat’. You will be redirected to Open Microsoft Teams. The Team Chat is created.

The same is notified in the Timeline section of the Change Request form with the link to the chat.

Related Configuration Item

On change creation, the user needs to select the CI related to that change.

The CI can be selected from the multiple listed CMDB classes.

On selecting the CI, their details will be displayed.

Admin can view the Change Requests linked to the CI by navigation to CMDB > Configuration Items or the other CI classes from the left navigator.

Open the CI and navigate to the Related Change section.

Change Schedules

View the schedules in the Production, Development and Testing Environment.

Navigate to Change Management > All Change Requests in the left navigator.

Click on the view dropdown at the top of screen. On selection, the following 3 views will display the changes in the Development, Production and Testing Environment:

• Development Environment Change Schedule
• Production Environment Change Schedule
• Testing Environment Change Schedule

To display the schedule in a calendar view, navigate to Show As > Calendar Control V2 from the top navigator.

The change records will be visible in the calendar view.

Associated Releases with Change

Release

User can associate change with release while creating a change.

To create a release, navigate to All Releases section under the Release Management from left navigator.

Click on the button to create a release. A form will open. Fill up the necessary details and save the form.

Field	Description
Release ID	Unique auto-generated number.
Assigned To	User who works on the release.
Release Date	Indicates the date of release.
Short Description	Brief description of the release.
Description	Detailed explanation of the release.

Multilingual Language Support

The tool has the capability to support multiple languages like German, Arabic. Users can select their preferred language to interact with the tool.

German Language –