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.

Enabling Change Managers to manage emergency change requests and service outages

As a system administrator, you can enable the Change Manager to perform the following actions related to change requests and service outages:

  • Create an emergency change request by overriding service outages which are marked as a blackout period, and conflict with the selected Scheduled Start and Scheduled End dates of the change request. 
  • Create a service outage and mark it as a blackout period by overriding open and active change requests which conflict with the selected Start Date and End Date of the service outage.

By default, the Change Manager cannot perform the above-referenced actions related to change requests and service outages. Based on your organizational requirements, you may choose to enable the Change Manager to create emergency change requests and service outages.

Before you begin

Before you can enable the Change Manager to create emergency change requests and service outages, you must perform the the following actions once:

StepActionDetails
1Assign the Override Blackouts field to the User page layout once.
  1. Navigate to Setup > Customize > Users > Page Layouts.
  2. In the User Page Layouts section, in the Action column, click Edit next to the page layout that is assigned to the System Administrator profile.
  3. From the Fields palette, drag Override Blackouts to the appropriate section on the page layout.
  4. Click Save.
2Configure the Override Blackouts field accessibility on the User page layout once.
  1. Navigate to Setup > Customize > Users > Fields.
  2. In the User Custom Fields section, under the Field Label column, click Override Blackouts.
  3. Click View Field Accessibility.
  4. For the System Administrator profile, click Hidden under the Field Access column.
  5. In the Page Layout section, select Visible.
  6. Click Save.

To enable Change Managers to manage emergency change requests and service outages

StepActionDetails
1Enable the Change Manager to manage emergency change requests and service outages.
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Add and Edit User.
  3. When you add or edit a user (Service desk Change Manager profile), on the User form, select the Override Blackouts check box.
  4. Click Save.
2(Optional) Activate the workflow rule for sending email notification to the Change Manager when change requests are scheduled during a blackout period.
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
  3. On the All Workflow Rules page, in the Action column of the Check for all Change Request scheduled during blackout workflow rule, click Activate.

Related topics

Adding or editing users

Creating a change request by applying a template

Creating a change request without a template

Managing service outages

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