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Creating a change request by applying a template

A change request allows you to implement a controlled process for the addition, modification, or removal of approved and supported hardware, networks, software, applications, environments, or systems. A change request records the detailed information about the change, such as the reason of the change, the rollout plan, the back-out plan, the type of change, and the change category. You can create a pre-approved change request to ensure quick implementation. 

To help ensure accuracy and completeness, BMC recommends that you use a template to create a record. A template ensures consistency in the way information is captured. Your administrator can define templates for common change requests.

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 create a change request by applying a template

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests and click New.
  3. In the Initiator ID field, click .
  4. In the Search for a user window, click the required user.
  5. In the Template field, click .

    Note

    If you have a field of type Text Area (Rich) on the form, the selected template field values are not shown on the form immediately. The fields from template are populated when you save the record.

  6. In the Templates window, select the required template.
    The values available in the template are displayed in the record. If the Urgency and Impact fields are populated from the selected template, the priority is calculated and displayed on the form only after you click Save.
  7. (Optional) Enter other details in the change request.
    For more information, see Change Request fields.

  8. 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.

  9. (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. 

When a record is created, the Created action is recorded in the Change Request History section that tracks the date and time when a record is created and the user details.

Note

If you apply a template to a change request, and the template has multiple linked task templates, then the tasks are created in a separate process after the change request is saved. It may take some time for the linked tasks to be displayed in the record details, or you may need to reload the record details. 

Related topics

Managing templates

Configuring general application settings

Managing service outages

Configuring columns in a list view in the Remedyforce Console

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