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    To view the latest information for BMC Helix services and policies, go to BMC Helix Subscriber Information.

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    Changes in BMC Remedy OnDemand can be one of the following types:

    • Normal change — A change that goes through a normal change approval process flow
    • Pre-approved change — A preauthorized change that is considered low risk

    Normal changes

    Normal changes must follow the complete Change Management process. By definition, a normal change proceeds through all steps of the Change Management process and is eventually reviewed by the Change Advisory Board (CAB).

    Pre-approved changes

    A normal change that is recurrent, well known, and can be executed using a predefined and relatively risk-free path. It is preapproved by the CAB.

    The current list of pre-approved changes includes the following changes:

    • Application of hotfixes
    • Database refreshes

    Emergency changes

    Emergency changes are required to address a current outage situation in a customer’s environment, or to prevent an imminent outage situation from occurring. All emergency changes must have a corresponding help desk ticket (incident number) assigned and should be recorded as emergency change requests in the system.


    An emergency change should be associated with an outage notification or P1 incident ticket. An emergency change should involve changes done to recover from an outage or to avoid an outage situation.