Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, click

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 record details of a closed record:

Related List

Edit link in the Action column

Delete link in the Action column

New <Link/Action/Incident/Task/Change Assessment> Buttons

Action History

Allowed

Not Allowed

Not Allowed

Linked Problems

Allowed

Not Allowed

Not Allowed

Linked Incidents

Allowed

Not Allowed

Not Allowed

Linked Services and CIs

Allowed

Not Allowed

Not Allowed

Linked Change Assessments

Allowed

Not Allowed

Not Allowed

Linked Tasks

Allowed

Not Allowed

Not Allowed

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

  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 that you want to close.
  4. 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.

    Note

    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.

  5. Enter the required details in the Close Change Request window.
    The following table lists the fields on the Close Change Request window.

    Field

    Action required

    Closed Date

    The Closed Date field displays the current date and time.

    Closed By

    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.

    Status

    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.

    Category

    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.

    Closure Category

    Select the category that suggests the reason for closing the record.

    Close Tasks

    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 Incident and Task objects, but system administrators can configure the Private sharing model for Change Request, Broadcast, and Problem objects also.

    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.

  6. 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.

Related topics

Configuring fields on the Close form

Configuring workflows

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