This documentation supports the 23.3 version of BMC Helix Change Management.

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

Creating change requests in the Initiation and Recording stage

The Change Initiation and Recording stage is a mandatory stage and the starting point of the change request lifecycle. This stage collects the prerequisite information that is required to create a change request.

Most change requests are created by the change coordinator generated from an emergency incident or problem investigation that has converted to a known error. When change requests are generated by any of these records, some information is copied from the record. For example, when a change request is generated from an incident, the DescriptionImpactUrgency, and the Product and Service Categorization fields are copied to the change request. The Requester Information defaults to the user initiating the change request.

Important

Change requests that are created from another BMC Helix ITSM application like Incident Management, Service Request Management, any external application, or by using email, are created in the Request for Authorization status.


In addition, Change Management enables any user with the Change Submit permissions to enter change requests. Change managers (and change coordinators) can enter and resolve change requests quickly with the option to define and relate items before saving the change request. For more information, see Creating a change request at the Initiate stage.

The process of creating a change request is similar for BMC Helix ITSM and BMC Helix ITSM: Smart IT. The main difference is in the User Interface layout.

While you are creating a change request:

  • Select the role of a change requester, which is the default role.
  • Select the Change Location Company, which represents where the change is taking place and your company as defined in your people profile record is the default.
  • If you are not creating a change request from scratch, search for and select a template. If you are creating the change request from scratch, you are directed to select the change request type. The change class attribute typically drives the process flow and approvals. You are then directed to a view that follows a standard form layout with tabs to help guide you in filling out the change request.

Best practices

  • Change requests must be initiated by a change coordinator, who are considered subject matter experts for Change Management and would have most of the needed information to create the requests. 
  • Use the change templates to initiate a change request to ensure that consistent and accurate details are captured for the request.
  • Use change templates for all the Standard changes because these are pre-approved changes with the necessary documentation attached.
  • We recommend that because the type of change, its location, categorization, impacted areas, and the associated CIs, are all important to determine the appropriate approvers for a change request, you must have as much information completed when submitting the change request after the Draft state.

The following process flow diagram explains the recommended steps and the roles that are a part of the Change Initiation and Recording stage. In this stage, the change requester plays a key role and anyone who has access for creating a change request can initiate the process. However, we recommend that the user must be assigned the role of a change coordinator.

After you create the change request and move it out of the Draft state, the change request proceeds to Analyzing the risk and impact of change requests in the Review and Authorize stage.

Overview of Work Note

You can add more information about the change request by adding a work note. For example, you can add instructions about how to work on the change request, any previous discussions that you want to add to the change request, and so on. 

The following table describes the work note or information that you can add to the change request and the different types of work notes that you can select.

Work Note type

Note Type subtypes
ExecutionBackout Results - Details, Install Results - Details, and Test Results - Details
ClosureCancellation Information and Post implementation Review
AuditConfiguration Audit, SLM Compliance Audit, and SLM Process Review
GeneralGeneral Information, Rejection Information, Paging System, Chat, and Approval State

Important

  • If you add a custom note type in BMC Helix ITSM under the RequirementsAnalysis, and Build types, the custom note type is displayed in the Type list in Smart IT.
  • If you add a work note to a change request in BMC Helix ITSM, and specify a work note subtype under RequirementsAnalysis, or Build, then in Smart IT, that work note is added to the corresponding document type on the Documents tab.
  • In BMC Helix ITSM, you cannot add custom document types on the Documents tab.

Options for change location

You specify the location information in the change request. This location relates to the location where the change needs to be implemented. When creating change requests by using change request templates, if the company specified in the template and the company selected in the Company list are similar, the location specified in the template is populated in Change Location. If the companies differ, the company location is populated based on the details given in the following table in the example. You cannot update the company name in the Change Location field for an existing change request.

Example of change location

Consider three companies—Company A, Company B, and Company C. The location details of these companies are as follows:

  • Company A—Texas and New York
  • Company B—Toronto and Vancouver
  • Company C—Shanghai

The following table indicates the basis on which the location is specified in the Change Location field on the change request profile.

Company and location of the service desk agentCompany specified in the Company listCompany and location of the person specified in the Requested For fieldLocation in the Change Location field
Company A (Texas)Company ACompany A (New York)Company A, New York. The location of the person specified in the Requested For field.
Company A (Texas)Company BCompany B (Toronto)Company B, Toronto. The location of the person specified in the Requested For field.
Company A (Texas)Company ACompany B (Vancouver)Company A, Texas. The location of the service desk agent.
Company A (Texas)Company BCompany A (New York)The Change Location field remains empty. To specify the location, in the Change Location field the system displays locations of the Company B.
Company A (Texas)Company BCompany C (Shanghai)The Change Location field remains empty. To specify the location, in the Change Location field the system displays locations of the Company B.

Instructions for classic interfaces


Overview of Note

In BMC Helix ITSM: Smart IT, you can add notes to change requests and select the type of note from the Type list. The information in this section is also applicable to release tickets in BMC Helix ITSM: Smart IT. By default, the following subtypes are displayed in the Type list:

Notes

Type
ExecutionBackout Results - Details, Install Results - Details, and Test Results - Details
ClosureCancellation Information and Post Implementation Review
AuditConfiguration Audit, SLM Compliance Audit, and SLM Process Review
GeneralGeneral Information, Rejection Information, Email System, Paging System, Chat, and Approval State

Overview of Work Info

In BMC Helix ITSM, you can add work notes to change requests and select the type of work note from the Work Info Type list. By default, the following subtypes are displayed in the Work Info Type list:

Work Info type

Work Info subtypes
Requirements

Business Justification and Requirements

Analysis

Change Assessment, Potential Problems, Risk Assessment, and Service Impact Assessment

BuildBackout Plan, Business Design, Development, Install Plan, Technical Design, and Test Plan
ExecutionBackout Results - Details, Install Results - Details, and Test Results - Details
ClosureCancellation Information and Post Implementation Review
AuditConfiguration Audit, SLM Compliance Audit, and SLM Process Review
GeneralGeneral Information, Rejection Information, Email System, Paging System, and Chat



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