Note

 

This documentation supports the 20.16.01 version of Remedyforce.

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Cloning change requests

If an initiator requests a change that is similar to a change request that you have completed earlier, you can clone the completed change request, modify the required details, and reuse the change request.

Before you begin

Before you create a change request, BMC recommends that you perform the following actions:

ActionDescription
Review the change schedule

Open the change schedule and verify if any conflicting service outages which are marked as a blackout period exist in between the selected Scheduled Start and Scheduled End dates of the change request.

Determine if you can override conflicting service outages which are marked as a blackout period. If conflicting service outages which are marked as a blackout period exist in between the selected Scheduled Start and Scheduled End dates of the change request, contact your system administrator to determine if you have been assigned the permission to override the conflicting blackout period and create the change request.
Understand how change requests which are created by overriding a blackout period are displayed in the Remedyforce Console

If the system administrator has configured the Scheduled during Blackout column in the Remedyforce Console list view, the check box corresponding to the Scheduled during Blackout column is selected for those change requests which are created by overriding conflicting service outages which are marked as a blackout period. If you close the change request or make it inactive, the check box remains unchanged. However, if the service outages are modified so that those no longer conflict with the change requests, the check box is also automatically cleared.

To clone a change request

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the record that you want to clone.
  4. From the Actions menu, and select Clone.
    The New Change Request form is displayed and the values of the fields in the change request that you have cloned are displayed. Although the Priority~ field value shows the value from the original record, updating the Urgency or Impact field value recalculates the priority after the record is saved.
  5. In the New Change Request form, make the required modifications.
  6. Click Save.
    If conflicting service outages which are marked as a blackout period do not exist in between the selected Scheduled Start and Scheduled End dates of the change request, the change request is saved.
  7. (This step is applicable only if the change request conflicts with service outages which are marked as a blackout period) If your system administrator has enabled your user settings to create emergency change requests by overriding service outages, perform the following steps:

    1. To review the conflicting service outageswhich are marked as a blackout period in the change schedule, in the confirmation message that is displayed, click click here.
    2. To create the change request by overriding the service outages which are marked as a blackout period, click OK.

    If the system administrator has enabled a workflow email notification to be sent on creating a change request by overriding a blackout period, the workflow sends you an email with details about the change request. 

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