This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Process flow and the stages of a change request

The user interface in BMC Change Management enables managers, administrators, users, and approvers to perform regular tasks simply and efficiently. The Process Flow Status bar on the Change form takes you through the change process from the Initiate stage to the Closed stage. It provides a visual mechanism to track the stages of a change request, as indicated by best practices that are rooted in ITIL processes. For more information, see User-roles-in-the-change-request-lifecycle.

You can use the Process Flow Status bar to control the progression of the request to different stages in the lifecycle. It functions similar to a wizard, guiding you through the stages of the change lifecycle from stage to stage. As you advance through the stages of the change request, the current stage of the change is highlighted on the Process Flow Status bar of the Change form by color and text.

The Status field on the Change form is also updated. The Status and Status Reason field selections are limited to valid status values for the transition.

Best practice
Do not manually set the Status and Status Reason fields in the Change Request form. When you select an action from the Process Flow Status bar menu, the value in the Status field is automatically updated based on the action that you have selected.

Process Flow Status bar on the Change form

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Important

The Process Flow Status bar and the status of a change request may not be in sync if, in a single session, the same user updates the status of the change. To synchronize the status bar and the status of the change request, close the change request and reopen it.

If a custom process flow is associated with a change template, when you select the change template, the stages indicated in the Process Flow Status bar change reflect the process for the type of change. For example, the process for provisioning a new virtual machine might skip the Plan & Schedule stage. If you do not select a change template, or if the change template is not associated with a custom process flow, the standard change process is followed.

When approval is required within any of the stages, the word Approval is displayed on the Process Flow Status bar. The request will not move to the next stage until all required approvals for that stage have been granted. For example, if an approval is required in the Initiate stage, the required users are prompted to approve, cancel, or reject the change request before the change request can move to the Review & Authorize stage. You can approve changes from the Approval table on the change form or Approval Central, if you are a valid approver for the change.

You can also perform other functions using the Process Flow Status bar. For more information, see Performing-additional-functions-from-the-Process-Flow-Status-bar.

When you select an accelerator, you might be prompted to enter the data required to complete the stage. For example, when you are in the Plan & Schedule stage you are prompted to enter the required start and end date of the change request and its tasks.Selecting an accelerator from the Process Flow Status bar
accelerator_61936_516.gif

Example of a process flow dialog box
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The current and overall approval status of the change is highlighted by the following colors:

  • Yellow — Pending
  • Green — Approved
  • Red — Rejected
  • Gray—Transitional (does not require an approval)

 

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