Various documents are created during the change process. Some information is recorded when the request for change (RFC) is initiated, and other information is collected or updated as the RFC progresses through its lifecycle.
RFC and supporting documentation
An RFC must completely describe the purpose of the Change and a backout plan in case of failure. The required level of detail depends on the size and impact of the Change.
Using Support Central to request a change, please include the following information:
- Change summary — provide a short summary of the Change you are requesting.
- Environment — provide the environment (development/tailoring, QA, or production) where the Change is to be implemented.
- Notification contact(s) emails — provide the email addresses for any others who require notifications during the Change implementation.
- Emergency contact(s) — supply the name and email address of the contact person in case there is an emergency during the Change implementation.
- Requested change window — provide the date, time, and time zone for the time slot when you would like the change to commence. BMC SaaS Operations will confirm that this slot is available to suggest an alternative.
- Change duration — provide the estimated time to execute the change.
- Risk level — provide the change's risk level from High (all business users are impacted during business hours), Medium (a limited number of business users are impacted), or Low (there is no business user impact).
- Detail change steps — enter the step-by-step instructions for implementing the Change. For each step, identify whether BMC or the customer is responsible for implementing the step.
- Back-out plan steps — provide a detailed list of steps for backing out the Change in case it becomes necessary.
- Post Change validation steps — provide a detailed list of steps for validating the Change after implementation.
Hotfixes will only be applied for Severity Level 1A and 1. Fixes for Severity Level 2, 3 and 4 will be issued during the monthly general service update cycles.
Hotfix deployments are recommended by the BMC Customer Support team. To ensure a timely investigation and response, please open a Case on Support Central > Case Management for a hotfix and/or patch request, not a request for change (RFC).
The RFC should contain sufficient information to enable the Change Manager to assess the change at all review stages for approval or rejection.
Supporting documentation, such as test plans, implementation plans, and remediation plans, might be required. The Change Submitter should also specify whether each plan is included in the RFC. These plans must describe the Change before it is implemented. Smaller-scale Changes typically require less-detailed plans. Any required documents should be attached to the RFC request.
This information is also used by the Change Manager to assess the change for approval or rejection at all review stages.
For information about submitting the RFC, see Change request process.
Your scheduled changes may be viewed from the Change Calendar within Support Central.