This documentation supports the 18.05 version of Change Management.

To view the latest version, select the version from the Product version menu.

Configuring change rules

You can configure the enforcement of specific rules for the BMC Change Management application (for example, if work logs, change reasons, or attachments are required). You can also configure rules applicable for notification and request from an automation system.

Change rules form

Click the following figure to expand it.

In addition, you use the Configure Change Rules form to configure the method of assignment to automatically select a coordinator (not the assigned support group, but the individual within the group) for change requests in BMC Change Management.

Each company defined in the Company form can have its own assignment rules. The Global option is used as the default to define assignment configuration for all companies. Assignment rules specified for a company override Global rule assignments.

When BMC Change Management uses assignment (for example, when it assigns a change request), the Assignment Engine checks the assignment rules for the assignee's company. If no company specific rules are found, it uses the rules defined for Global.

To configure change rules

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Change Management> Advanced Options> Rules, then click Open.
    The Change Configuration Rules form opens in the New mode.
  3. To modify an existing rule, select New Search, search for the appropriate rule and then open it.

    Note

    Some change rules settings are automatically defined during installation.

  4. In the Company/Group Rulefield, select Company to apply the rule to a company. This field is mandatory.

    Note

    Currently, rules cannot be applied to a group.
    In the Search mode a Clear button is displayed next to the Company field.

  5. If this rule is for a particular company, select the company for which you want to configure assignment, or select the Global option.
    Selecting Global configures assignment for all companies.
  6. Complete the following fields as required, and then click Save:

    Optional fields

    Action and description

    Impacted Area For Requested By Organization

    Select if change requests will autogenerate an impacted area for the Requested By Organization.

    The options are No (the default setting) and Yes.

    In the Impacted Area For Requested For Organization

    Specify whether change requests will auto-generate an impacted area for the Requested For Organization.

    The options are No (the default setting) and Yes.

    Change Reason Req'd For

    Specify that users must enter a change reason if they assign a certain risk level to the change.

    If you configure the rule to Risk Level 1 (the lowest level of risk), when users create a change request with any Risk Level value, they are prompted to select a Change Reason (for example, Maintenance) before they can save the change. 

    If you configure the rule to Risk Level 3, when users a create change request with Risk Level 3 and above, they are prompted to select a Change Reason before they can save the change.  

    No out-of-the-box setting is provided with this field.

    Change Work Info Req'd For

    Specify that users must enter work information if they assign a certain risk level to the change.

    If you configure the rule to Risk Level 1 (the lowest level of risk), when users create a change request with any Risk Level, they are prompted to enter work information (for example, type, date, source, and so on) before they can save the change. 

    If you configure the rule to Risk Level 3, when users a create change request with Risk Level 3 and above, they are prompted to enter work information before they can save the change. 

    No out-of-the-box setting is provided with this field.

    Default Performance Rating

    Specify a default performance rating from 1 (lowest) to 5 (highest).

    The change manager to the change request typically enters this rating after the change request reaches the Completed state. The default setting is 3.

    Note: When you open the change request, the Default Performance Rating field is populated only if a task template has been associated with the change request. When the related tasks are closed, the value of Default Performance Rating is populated into the Performance Rating field on the Classification tab of the change.

    By-pass Schedule For Review

    Specify whether you want the system to ignore the Schedule For Review status.

    The default is that the Yes field is cleared-after the change is approved, it moves directly to Scheduled For Approval status.

    Action On Scheduled Dates Change

    Specify the action to be taken if the Scheduled Start Date and Scheduled End Date are defined for the change and the user modifies the task scheduled dates to a time period that does not fall within the dates scheduled for the change.

    The following options are available:

    • No Action — No action is taken if the modified scheduled dates for the task do not fall within the dates scheduled for the change and the system allows you to save the updated dates.
    • Error Message — If the modified scheduled dates for the task do not fall within the dates scheduled for the change, an error message is displayed and the system does not allow you to modify the date.
    • Warning Message — If the modified scheduled dates for the task do not fall within the dates scheduled for the change, a warning message is displayed, but the system allows you to save the modified date.
      No out-of-the-box settings are provided with this field.

    Business Hours Selection

    Specify whether to use company hours or coordinator hours to calculate times associated with change requests.

    Note: You must perform the Business Hours Workdays and Business Hours Holidays configuration tasks to set the company's daily hours and holidays, as described in Adding business hours and holidays .

    Assignment Engine Integration

    To use the assignment engine to automatically assign change requests to individuals, perform the following steps:

    1. Set Assignment Engine Integration to Yes.
    2. Select the appropriate Assignment Process.
      • Assignment Process Implementer — Assigns the change implementer.
      • Assignment Process Manager — Assigns the change manager.
      • Assignment Process Coordinator — Assigns the change coordinator.

        The available assignment processes are as follows:
      • Capacity — The capacity for each person is specified in the Capacity Rating field on the People form. The assignment process is a ratio-based method. For example, if person A has a capacity of 100 and person B has a capacity of 200, person B can handle twice as many tickets as person A; the assignment engine assigns two tickets to B, then assigns one ticket to A.
      • Number — The People form tracks the number of tickets assigned to the person. The number assignment process selects the person with the least number of tickets already assigned.
      • Round Robin — The People form keeps track of the last time the person received an assignment. The round robin assignment process selects the person who was least recently assigned an incident.
        For information about configuring the assignment engine, see Auto-assignment methods.

    Require Service CI Related after Draft

    Select whether users must specify a Service CI (from the Service field) when moving a change request forward from Draft status. The default is No.

    Note: This rule is not applied when submitting the change is created and submitted as a related request from another request like incident, problem or release because such changes are created in the Request for Authorization status. If the Service field is not populated when the Change Coordinator or Change Manager tries to move the change to the next stage, the rule is applied and an error message will be displayed.

    Auto-close

    Specify whether change requests are automatically closed. The default is Yes.

    Note: If you set this option to Yes, the change request is automatically closed when the change status is changed to Completed, with Final Review Completed as the status reason.

    Auto-close Days

    If you specify that change requests are automatically closed, enter the number of days a change request remains in the Resolved state before its status is automatically set to Closed.

    The default setting is 10.

    Enforce Change Dependency

    Select the level of enforcement that applies to change dependencies. The Enforce Change Dependency field defines the action to be taken if the Change Manager or Change Coordinator attempts to move the request to the Scheduled status when dependent changes are not completed.

    For more information on dependent changes, see Planning dependencies for change requests.

    The options available include:

    • Warning (Default setting) — Users are notified if the dependent changes are not complete, but the system does not enforce the change dependency.
    • Error — The system strictly enforces the change dependency. Users are notified that the dependent changes have not been completed and they cannot move to the next stage.
    • None — The system does not enforce the change dependency and does not notify the user that the dependent changes have not been completed.

      Note: If no change rule is configured, the default out of the box setting for Global company is Error.

    Enforce Global Time Segments

    Select the type of enforcement applied to time segments.

    • Warning (Default setting) — When the change is moved to the scheduled status, users are notified that the dates of the change request are within a defined global business event, but they can use these dates.
    • Error — When the change is moved to the scheduled status, users are notified that the dates of the change request are within a global business event. Users must change the dates to move the change to the scheduled status.
    • None — The system does not notify users if the dates of the change request are within the defined global business event and they can use these dates.

      Note: This enforcement rule does not apply to CIs that have blackouts (unavailable time segments). This option applies only to time segments created for either Business Events or Operational Categorization.

    Create Service Request on Submit

    Select which action occurs when a change request is submitted.

    If set to Yes, when a user submits a change request, a corresponding request is created. The customer can view this request, which indicates the change status, through the Requester Console.

    Enable Task Phase Management

    Select either Yes or No.

    The default is No. This option disables the TMS phase management feature in BMC Change Management. Selecting Yes enables TMS phase management. It specifies that tasks can be activated for a particular phase.

    Enforce Task Closure at Each Phase

    Select either Yes or No.

    The default is No. This option disables task validation. Selecting Yes enables task validation, which specifies that tasks activated for a particular phase must be closed before the change request can move to the next phase. This enforcement rule does not apply for inactive tasks.

    Note: This enforcement rule does not apply if no approval rule is configured, or if an approval is configured to move the change to the next phase after the request has been approved or rejected.

    For example, an approval is mapped to the Request for Change phase and configured to move the change to the Planning in Progress phase on Approval. When the change request is approved in the Request for Change phase, it is moved to the Planning in Progress phase irrespective of any open tasks associated to the Request for Change phase.

Rules applicable to requests from automation system

The rules that are specific to requests from automation system can be defined in the Automation System tab.

The following screenshot illustrates the Automation System tab.

The following table provides information about Global rules that can be configured for requests from automation system.

RuleDefault valueDescription

Create Service Request on Submit

Note - This rule applicable only when Remedy Service Request Management is installed.

No

If you set the rule to Yes, a corresponding Service Request is created for automation requests.

Default Automation Change Process FlowStandard Process-Automation System

If your change template does not have any process flow defined, the process flow defined in this rule will be applied. The default rule is Standard Process-Automation System.

You can create your custom process flow if required, and set it to default process flow. For information about configuring custom process flow, see Configuring custom process flows in BMC Remedy Change Management 9.1 online documentation.

Default Change DurationThree days

If the Job End Date is not provided by the automation system, value specified in this field is used to calculate the requested or scheduled end date of the change record.

You can specify the duration in days, hours, minutes and seconds.

Outbound Communication Approval StatusScheduled For Approval

This rule represents the approval status. The selected approval status is communicated back to the automation system after the change is approved. Default status is "Scheduled for Approval". 

However, if you set an approval process for any other phase than Implementation Approval, you need to select an approval status accordingly.

Was this page helpful? Yes No Submitting... Thank you

Comments