Assigning and reassigning change requests

When BMC Helix ITSM: Change Management is configured, the application administrator can determine to whom the change request is to be assigned based on a combination of field values, such as the change location, operational categorization, and product categorization. Changes can be assigned to an individual or a support group. For example, all change requests that are categorized as hardware issues might be assigned to the IT Support Hardware group.

There are different roles within the assignment process, for example, the change manager and change coordinator. The change manager typically oversees the overall change process, but the change coordinator plans and coordinates the efforts. This topic focuses on the change assignment from the perspective of the change coordinator. But there is potentially a great deal of overlap in responsibility between the change manager and the change coordinator.

Change requests can be assigned manually or automatically. If an assignment definition has not been done, you must assign the change manually. For more information, see Automatically assigning change requests. Responsibilities for change coordinators include both assigning, and accepting change requests. You must make sure that the assignment is correct and accept the change request. If you cannot accept or resolve an assigned change request, you or your manager can reassign the change request to another change coordinator. If the change request was categorized incorrectly, you can also reassign it. For more information, see Reassigning change requests.

Change Management can automatically assign change requests when they are defined. The assignment is based on the categorization of the change request. You can view information about who is assigned to the change request on the Infrastructure Change form. You can view the change coordinator and change manager directly from the Infrastructure Change form.

The application administrator configures to whom the change requests are assigned. Assignment is configured based on criteria such as the change request's categorization. For example, all change requests that are categorized as hardware issues might be assigned to the Support-Hardware group. The criteria of the change request together with the application administrator's configuration determines to whom each change request is assigned.

For additional information, you can view the BMC Communities blog on Getting started with change user assignment. 

To assign a change request

The Assignment tab displays the details of the current assignment. A change must be assigned to a change coordinator or a Change Management support group. However, the change manager is typically responsible for the overall change process.

1. Open the change request.
   Certain fields are automatically filled based on the default configuration and requester information in the change request. For example, the Change Manager field already has an assignment.
2. To assign a change coordinator, select the appropriate option:

   • Coordinator Group—Provides a list of coordinator groups. Select the group of the change coordinator you want to assign the change to.
     Groups that have at least one user with the Infrastructure Change Coordinator or Infrastructure Change Manager functional role are listed for selection.

   • Change Coordinator—Provides a list of users in the selected coordinator group with the functional role of an Infrastructure Change Coordinator. Select the appropriate change coordinator from this list.
3. To assign a change manager, select the appropriate option:
   • Manager Group—Provides a list of groups where at least one member has the Infrastructure Change Manager functional role. Select the Change Manager Group to which you want to assign the change.
   • Change Manager—Provides a list of users with the functional role of an Infrastructure Change Manager in the selected Manager Group. Select the appropriate change manager from this list.
   • Auto Assign—Automatically assigns the request based on predefined mapping. Use this option by clicking the auto assign icon, if no change coordinator is assigned to the request.
4. Save the change request.
   The change manager and the change coordinator are automatically notified of their assignments.

To automatically assign a change request

You can automatically assign a change request by using the Auto Assign option.

In the Work Detail tab, click the auto assign icon of the Manager Group field.

Assigning the change coordinator using Auto Assign uses the requester's information, the Change Location information, and the Operational and Product Categorization information about the form to determine an assignment match.

These assignments are based on routing information stored in the CFG:Assignment form. The CFG:Assignment form assigns the groups and then Auto Assign assigns the individual. For more information, see the  Automatic request assignment .

To reassign a change request yourself

You or your manager can reassign the change request to another change coordinator. 

1. Open the change request in the Change form.

2. On the Change form, select the Coordinator Group and Change Coordinator to whom to reassign the change request. On the Work Detail tab select a Manager Group and Change Manager.

   Important

   If the change request is in the Planning in Progress stage, you must be the change manager or have Change Manager permissions to reassign the change.

3. Click Save. 
   The change manager or change coordinator is notified of the reassigned change request.