Using the change schedule

The change schedule displays scheduled changes, tasks, and releases for any given day, week, or month. It also displays the projected service outages and blackout periods that are created by the Change Manager. You can use the change schedule to identify times during a month when a change request or release is going to be implemented and when no changes can occur (blackout period). Also, change schedule displays colliding change requests with the  icon in the beginning of the change request. For more information about detecting colliding change requests, see Detecting and resolving collisions in change requests.

Move the mouse cursor over the required change request or release to view a tooltip with information, such as Change # or Release #, Stage, Priority, Description, Change Type or Release Type, Status, Assigned To, Initiator ID, Start Date, End Date, and so on. If the change request collides with another change request, the Collision Detected message is shown in the tooltip.

When you move the mouse cursor over a projected service outage or blackout period, you can view a tooltip with information, such as Name, Affected Service, Start Date, End Date, and whether the projected service outage is a blackout period. You can click the required change request, release, projected service outage, or blackout period to open the record in its form.

A release record is displayed in the change schedule based on the implementation and deployment dates. If the implementation and deployment dates are falling in the time period for which you are viewing the change schedule, same release record is displayed twice in the change schedule. The release record that is displayed for the deployment date is displayed in same color, but cross lines appear in the color of the record.

The change schedule displays change requests and releases in the following formats:

  • By Number--The legend that appears on the change schedule displays the change request number or release number only. Use this option if you know the change request number or release number and want to view when it is scheduled for implementation.
  • By Type--The legend that appears on the change schedule displays the change request or release type only. Use this option to view change requests or releases based on the type. When you move your mouse cursor over , a legend of the colors used on the change schedule for types of change requests and releases is displayed.
    If you have added custom values (up to 15) to the Change Type or Release Type fields, different colors are assigned to these custom values in the change schedule. From the 16th custom value, same color is used. 

A maximum of 300 records are shown in the change schedule.

The following sections describe how to use the change schedule:

Configuring views of the change schedule

By default, information about the current month appears. You can configure the view of the change schedule to display information by day, week, or month by using one of the following views:

  • One Day (12-hour clock)
  • One Day (24-hour clock)
  • One Week
  • One Month

If you select the One Day view, you can define the start time of the change schedule. You can specify whether the changes and releases are displayed in the 12-hour clock or the 24-hour clock format for the One Day view. The selected view is saved in the cookies of your browser. When you close the change schedule and reopen it, the change schedule is displayed in the last selected view.

To configure a view of the change schedule

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the change request for which you want to view the change schedule.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Views drawer in the left section of the change schedule.
  6. Perform one or more of the following actions to configure the change schedule view:

    View

    Action

    View change requests or releases for the selected day of a given month in the 12-hour clock format

    Select One Day (12-hour clock) from the View list.

    View change requests or releases for the selected day of a given month in the 24-hour clock format

    Select One Day (24-hour clock) from the View list.

    View change requests or releases for the selected week of a month

    Select One Week from the View list.

    View change requests or releases for a selected month

    Select One Month from the View list.

    View change requests or releases for the current day

    Click Today on the Calendar field.

    Configure the start time for the One Day view of the change schedule

    Select One Day (12-hour clock) or One Day (24-hour clock) from the View list and select the start time from the Start Time list. The change schedule displays changes and releases from the selected start time.Note: If you select One Day (12-hour clock) as the view, the Start Time list displays values from 12 a.m. to 11 p.m. If you have select One Day (24-hour clock) as the view, the Start Time list displays values from 0 to 23.

Changing the day, month, or year

You can view change requests or releases of a different day, month, or year.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the change request for which you want to change the day, month, or year.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Views drawer in the left section of the change schedule.
  6. Click the arrow displayed next to the month and year in the title of the Calendar field.
  7. Select the required month and year and click OK.
  8. Click the required day of the selected month.
    The Change Schedule window refreshes and displays change request and release information for the selected day, month, and year.

Printing the change schedule

To print the displayed change schedule, you must configure your browser to include background colors and images before printing.

If you want to print the change schedule in the PDF format, install doPDF. Download and install doPDF from http://www.dopdf.com/download.php.

To print the change schedule

  1. If you are using Microsoft Internet Explorer, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Page Setup.
    2. In the Paper Options section, select Print Background Colors and Images.
    3. Click OK.
  2. If you are using Mozilla Firefox, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Page Setup.
    2. On the Format & Options tab, select the Print Background (colors & images) check box in the Options area.
    3. Click OK.
  3. If you are using Apple Safari, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Print.
    2. Select Safari from the Copies & Pages list.
    3. Select the Print Backgrounds check box.
  4. Click the Remedyforce Console tab.
  5. From the View menu, select Change Requests.
  6. From the list of change requests, select the change request for which that you want to print the change schedule.
  7. From the Agent Tools menu, select Change Schedule.
  8. Click .
  9. In the Print window, select the required printer.
  10. Configure your printing preferences for the selected printer.
  11. Click Print.
  12. If you are printing the change schedule in PDF format in Internet Explorer, perform the following steps:
    1. In the Print window, select doPDF v7 from the Select Printer list and click Preferences.
    2. In the Page Size section, select Custom.
    3. Set 230 value in the Width field and 250 value in the Height field.
    4. Click OK.
    5. In the Print window, click Print.
    6. (Optional) In the doPDF - Save PDF file window, click Browse to select the location of the PDF.
    7. Click OK.
  13. If you are printing the change schedule in PDF format in Firefox, perform the following steps:
    1. In the Print window, select doPDF v7 from the Name list and click Properties.
    2. In the Page Size section, select Custom.
    3. Set 350 value in the Width field and 250 value in the Height field.
    4. Click OK.
    5. In the Print window, click Print.
    6. (Optional) In the doPDF - Save PDF file window, click Browse to select the location of the PDF.
    7. Click OK.

Viewing linked tasks

You can view tasks linked to a change request or release in the Tasks pane.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the change request for which you want to view linked tasks in Change Schedule.
    To view the linked tasks of a release, navigate to the required release record.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Tasks pane at the bottom of the page.
  6. From the Linked To list, select the change request or release whose tasks you want to view.
    The tasks linked to the selected change request or release are displayed. The tasks that are not yet created for the change request or release are displayed in the Unscheduled Tasks pane. The tasks for which no value is selected in the Scheduled Start Date or Scheduled End Date fields are also displayed in the Unscheduled Tasks pane.
  7. To view the details of a task, click the task.

Creating a report of the records displayed in the change schedule

You can create a report of the change requests and releases that are displayed to you in the change schedule.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the change request for which you want to create a report of the records displayed in the change schedule.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click .
    The report that contains details of the releases and change requests that are displayed in the change schedule is saved in a CSV format.

About the Search text box

You can search change requests, releases, tasks, and the Internet from the Search text box provided in the top-right corner in the change schedule. System administrators can customize the fields that are displayed in the search results on the Global Search Settings page in the Display Fields section.

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