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This documentation supports the 19.08 version of Change Management.

To view an earlier version, select the version from the Product version menu.

Closed stage - Completing change requests

In the Closed stage of the change request lifecycle, the change manager reviews all the implemented changes to make sure that each objective was met, validates the results, and closes the change request. A request cannot be closed until all the related tasks are closed. When all the tasks related to a request are closed due to success, cancellation, or failure, the requester and the change manager are notified that the change is resolved.

Important

Only the users with the change manager or change coordinator functional role can close the change requests.

In this final stage, the process of closing the change request varies based on whether the request requires a Close Down approval:

  • If no approval is required, the requester can set the request to Closed after confirming that the request was resolved. If the requester does not close the change request within the allowed response time of it being resolved, the request is closed automatically after a specified period of time. The Status Reason for the request indicates that the request was automatically closed. The allowed response time depends on how the application administrator configured the Change Management application. The default is 10 days. If the requester is not satisfied with the change request, the requester can reopen it. The change manager is notified that the request is reopened, and must respond.
  • If the request requires a Close Down approval, the change request moves to the Completed status with the status reason as Final Review Pending. The approvers approve the request and move the change to the Final Review Completed status. When moved to the next stage, the change request status is set to Closed, with a status reason as Successful. After IT and the business unit have completed the review, no further activities are performed on this request.

You must update the CI unavailability records as required during the final stage.

Closing change requests

To reach the Closed status, you must enter the actual start and end dates. You must also enter a performance rating from 1 (the worst rating) to 5 (the best rating) for the entire change process. You should consider all aspects of the change request's performance. This includes looking at how the change manager performed, how well things went with this operational Category Type and Item (CTI), and any other risk factors. The performance rating stored on the request is then used, in combination with the previous historical ratings, to compute an overall performance for each of the risk factors. The performance history of a change manager becomes more meaningful as more changes are accomplished. The performance rating is an average of the performance of the assigned manager or the chosen operational CTI. This in turn helps a more accurate risk assessment to be performed on new requests.

Important

Performance ratings for requests are not rolled into the average performance until the request is Closed. A request in Completed status does not have the performance rating averaged into the overall rating yet.

When a change request fixes a known error, the owner of the known error is notified, so that its status can be updated.

The following process flow diagram explains the recommended steps and the roles that play a part in the Completion and Close Down stage.

Process flow diagram for the Completion and Close Down stage
(Click the image to expand it.)

Best practice

We recommend that you send out communication to the required support teams that the change was completed for the given CIs, so that they can be aware of it, to monitor any incidents that may occur as a result.

Also, create a broadcast message using the feature provided in the application, to make this information readily available on the Remedy IT Service Management dashboard or the Remedy with Smart console.

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