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 Description, Impact, Urgency, and the Product and Service Categorization fields are copied to the change request. The Requester Information defaults to the user initiating the change request.
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.
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 |
|---|---|
Execution | Backout Results - Details, Install Results - Details, and Test Results - Details |
Closure | Cancellation Information and Post implementation Review |
Audit | Configuration Audit, SLM Compliance Audit, and SLM Process Review |
General | General Information, Rejection Information, Paging System, Chat, and Approval State |
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.
Instructions for classic interfaces