Closing change requests
BMC recommends that you do not edit the fields on the change request form of a closed record. You can edit the link records of the linked objects. However, you cannot link another record by using the New Link button or create and link another record by using the Create and Link button.
The following table lists what actions you can perform or not perform in the Details of a closed record:
Edit link in the Action column
Delete link in the Action column
New <Link/Action/Incident/Task/Change Assessment> Buttons
Linked Services and CIs
Linked Change Assessments
When you are closing a change request that is linked to a problem, an email message can be sent to the problem owner (user) that the change request is closed. If the problem is assigned to a queue, no email notification is sent. To enable sending the email notification, contact your system administrators to activate the Notify problem owner when change request linked to problem is closed workflow.
To close a change request
- Click the Remedyforce Console tab.
- From the View menu, select Change Requests.
- From the list of change requests, select the change request that you want to close.
From the Actions menu, select Close.
The Close Change Request form appears with the Closed Date field filled with the current date and time. The Category field is filled with the category that is entered in the Change Request form.
This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.
Enter the required details in the Close Change Request window.
The following table lists the fields on the Close Change Request window.
The Closed Date field displays the current date and time.
Select the staff member who has worked on the change request. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the change request on behalf of another user, select the staff member who has worked on the change request.
Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.
The Category field is filled with the category that is entered in the Change Request form. If the original category is incorrect or no longer applies, select the required category from the Category field.
Select the category that suggests the reason for closing the record.
To close all tasks linked with this change request, select the Close Tasks check box. When you have implemented the change, you might want to close all linked tasks because these tasks are no longer required.
Note: If linked records, such as linked tasks, are assigned to a staff member who is higher in the role hierarchy than the staff member who is closing the record, these linked records might not be closed if the Private sharing model is applied on the linked object. By default, BMC Remedyforce has configured the Private sharing model for the
Taskobjects, but system administrators can configure the Private sharing model for
Change Request, Broadcast,and
Close Linked Incidents
If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.
- Click Save.
When you have change requests that are linked to a problem, you can an email notification is sent to the problem owner when a change request linked to the problem is closed. Contact your system administrator to activate the Notify problem owner when change request linked to problem is closed workflow. If the problem record is assigned to a queue, no email notification is sent.