Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Creating a change request without a template

If your system does not have templates defined, use this procedure to create a 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 create a change request without 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 Category field, click .
  6. Enter other information about the release, and click Save.
    For more information, see Change Request fields.

  7. 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.

  8. (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.

Change Request fields

The following table describes the fields that are available on the New Change Request form and the actions that you have to perform. Based on the layout that is assigned to your profile, some of the fields described in the table might not be available on the New Change Request form that is displayed to you. For more information, see Common items on forms in the Salesforce page layout.

Your system administrator can apply filters to a lookup field on the Change Request form. Here are a few important points that help you understand the lookup filters.

  • If a filter is applied to a lookup field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
  • Type ahead in the lookup type fields works only on the results that are the part of the filtered results. For example, on the Category lookup field, if a filter is applied to show only Hardware and Applications as the results, then type ahead only works for those two categories. Also, if you click the lookup icon to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
  • If your system administrator has configured a custom lookup field, the type ahead functionality does not work when you are using the field for the first time. You must click the lookup icon and select the required option for the first time.

Field

Description

Initiator Details

Initiator ID

Select the initiator.

Change Request Details

Template

Select a template to apply to the change request. When you click Save, the values of the fields in the template are populated in the corresponding fields of the Change Request form. To create recurring records, select a template on which recurrence is defined. All the recurring records are created at the same time using the same template information. The recurrence information is stored in the Recurrence field. You cannot apply a recurring template for a record where the Recurrence field already contains information.

Note: Recurring records are created only when you apply the recurring template to at least one record.

Category

Select a category for the change request. After you save the record, icon is displayed besides the value of the category. When you click , the category tree is displayed. When you move your mouse over a category, the description of the category is displayed as a tooltip. To select a different category for the record, select the category, and click OK.

Change Type

Select the type of change. The value that you select in this field is also displayed in the Change Flag column as icons in the change request list view. The actual field value preceeds the icon in the column. The following icons are used for Emergency, Standard, and Normal change requests:

Change Category

Select the category of change. The change category indicates that the change request is a Minor, Significant, or Major change request.

Description

Type a description of the change request that you want to implement.

Reason Details

Type the reasons why you are creating a change request.

Rollout Plan Details

Type the procedures for implementing the change request reason.

Back-out Plan Details

Type the back-out plan for restoring the configuration item to its initial state before the change request is implemented.

Review Details

Type any comments that you want to track with the change request based on your review. These notes might include an assessment of the success of the change request or reasons why the change request failed and how the failure might be avoided in future.

Approved

Select the check box to create a pre-approved change request.

Service Request #

Select the record number of the linked service request, if any. After you save the change request, the record number is displayed as a hyperlink to the appropriate record. When you click the record number, the record is displayed in the corresponding tab. This field is displayed only if the change request is linked to a service request. You can also copy the record number of the linked service request.

Status and Priority Details 

Impact

Select the impact that you want to assign to the change request. The level of impact and the urgency are used to calculate the priority of the change request.

Urgency

Select the urgency that you want to assign to the change request. The urgency and the level of impact are used to calculate the priority of the change request.

Priority ~

After you select an urgency and impact and then save the record, the Priority field is populated. The priority is calculated depending on the urgency and impact values that you have selected.

Status

Select the status that you want to assign to the change request. You can track the progress of a change request through its stages by using this field.

Date and Time Details 

Opened Date

After you save a record, this field displays the date and time at which the change request is created.

Responded Date

When you click the Responded button after saving the record, the system date is populated in the field. The Responded button is displayed after saving the change request.

Review Date

Select the date when the change request is scheduled to be reviewed after the change request is closed.

Closed Date

When you close a record by using the Close button, the system date is displayed in the field.

Scheduled Start

Select the date when the change request is scheduled to be implemented.

Scheduled End

Select the date when the change request must be completed.

Actual Start Date

Select the date when you start implementing the change request. This field is used to track change requests that are not started on the Scheduled Start date.

Actual End Date

Select the date when the change request is completed. This field tracks change requests that are not completed before the Scheduled End date.

Assignment Details 

Owner

The name of the logged on user who creates the change request is displayed in this field. After saving the change request, you can change the owner of the change request. For more information about changing incident assignment, see Changing the change request owner

Note

The Short Description field is updated with the value in the Description field only when the Short Description field is blank.

Related topic

Customizing forms for the Remedyforce Console tab

Using the Last Queue field

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