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Using the change schedule

The change schedule displays scheduled changes, tasks, and releases for any given day, week, or month. It also displays the service outages and blackout periods that are created by the Change Manager. You can use the change schedule to identify times during a month when a change request or release is going to be implemented and when no changes can occur (blackout period).

The following topics are provided:

Accessing the change schedule

Depending on how the system administrator has set up the change schedule settings, you can access the change schedule from the following options:

OptionDetails

Access the change schedule from the Remedyforce Console tab

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Schedule.

Access the change schedule from a record

  1. Click the Remedyforce Console tab.
  2. From the View menu, select one of the following record type:
    • Change Requests
    • Releases
  3. From the list of records, select a record.
  4. From the Agent Tools menu, click Change Schedule.

Access the change schedule from the Remedyforce Workspaces tab

  1. Click the Remedyforce Workspaces tab.
  2. Click Change Management > Change Schedule.

Access the change schedule from the Remedyforce CMDB tab

  1. Click the Remedyforce CMDB tab.
  2. Click the View Change Schedule toolbar icon.

Access the change schedule from the Remedyforce Administration tab (only available to system administrators)

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu select Change Schedule.

Working with the change schedule

Also, change schedule displays colliding change requests with the  icon in the beginning of the change request. For more information about detecting colliding change requests, see Detecting and resolving collisions in change requests.

Move the mouse cursor over the required change request or release to view a tooltip with information, such as Change # or Release #, Stage, Priority, Description, Change Type or Release Type, Status, Assigned To, Initiator ID, Start Date, End Date, and so on. If the change request collides with another change request, the Collision Detected message is shown in the tooltip.

When you move the mouse cursor over a service outage or blackout period, you can view a tooltip with information, such as Name, Affected Service, Start Date, End Date, and whether the service outage is a blackout period. You can click the required change request, release, service outage, or blackout period to open the record in its form.

A release record is displayed in the change schedule based on the implementation and deployment dates. If the implementation and deployment dates are falling in the time period for which you are viewing the change schedule, same release record is displayed twice in the change schedule. The release record that is displayed for the deployment date is displayed in same color, but cross lines appear in the color of the record.

The change schedule displays change requests and releases in the following formats:

  • By Number--The legend that appears on the change schedule displays the change request number or release number only. Use this option if you know the change request number or release number and want to view when it is scheduled for implementation.
  • By Type--The legend that appears on the change schedule displays the change request or release type only. Use this option to view change requests or releases based on the type. When you move your mouse cursor over , a legend of the colors used on the change schedule for types of change requests and releases is displayed.
    If you have added custom values (up to 15) to the Change Type or Release Type fields, different colors are assigned to these custom values in the change schedule. From the 16th custom value, same color is used. 

A maximum of 300 records are shown in the change schedule.

Configuring views of the change schedule

By default, information about the current month appears. You can configure the view of the change schedule to display information by day, week, or month by using one of the following views:

  • One Day (12-hour clock)
  • One Day (24-hour clock)
  • One Week
  • One Month

If you select the One Day view, you can define the start time of the change schedule. You can specify whether the changes and releases are displayed in the 12-hour clock or the 24-hour clock format for the One Day view. The selected view is saved in the cookies of your browser. When you close the change schedule and reopen it, the change schedule is displayed in the last selected view.

To configure a view of the change schedule

  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 for which you want to view the change schedule.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Views drawer in the left section of the change schedule.
  6. Perform one or more of the following actions to configure the change schedule view:

    View

    Action

    View change requests or releases for the selected day of a given month in the 12-hour clock format

    Select One Day (12-hour clock) from the View list.

    View change requests or releases for the selected day of a given month in the 24-hour clock format

    Select One Day (24-hour clock) from the View list.

    View change requests or releases for the selected week of a month

    Select One Week from the View list.

    View change requests or releases for a selected month

    Select One Month from the View list.

    View change requests or releases for the current day

    Click Today on the Calendar field.

    Configure the start time for the One Day view of the change schedule

    Select One Day (12-hour clock) or One Day (24-hour clock) from the View list and select the start time from the Start Time list. The change schedule displays changes and releases from the selected start time.Note: If you select One Day (12-hour clock) as the view, the Start Time list displays values from 12 a.m. to 11 p.m. If you have select One Day (24-hour clock) as the view, the Start Time list displays values from 0 to 23.

Changing the day, month, or year

You can view change requests or releases of a different day, month, or year.

  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 for which you want to change the day, month, or year.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Views drawer in the left section of the change schedule.
  6. Click the arrow displayed next to the month and year in the title of the Calendar field.
  7. Select the required month and year and click OK.
  8. Click the required day of the selected month.
    The Change Schedule window refreshes and displays change request and release information for the selected day, month, and year.

Printing the change schedule

To print the displayed change schedule, you must configure your browser to include background colors and images before printing.

If you want to print the change schedule in the PDF format, install doPDF. Download and install doPDF from http://www.dopdf.com/download.php.

To print the change schedule

  1. If you are using Microsoft Internet Explorer, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Page Setup.
    2. In the Paper Options section, select Print Background Colors and Images.
    3. Click OK.
  2. If you are using Mozilla Firefox, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Page Setup.
    2. On the Format & Options tab, select the Print Background (colors & images) check box in the Options area.
    3. Click OK.
  3. If you are using Apple Safari, perform the following actions to configure your browser to include background colors and images while printing the change schedule:
    1. Select File > Print.
    2. Select Safari from the Copies & Pages list.
    3. Select the Print Backgrounds check box.
  4. Click the Remedyforce Console tab.
  5. From the View menu, select Change Requests.
  6. From the list of change requests, select the change request for which that you want to print the change schedule.
  7. From the Agent Tools menu, select Change Schedule.
  8. Click .
  9. In the Print window, select the required printer.
  10. Configure your printing preferences for the selected printer.
  11. Click Print.
  12. If you are printing the change schedule in PDF format in Internet Explorer, perform the following steps:
    1. In the Print window, select doPDF v7 from the Select Printer list and click Preferences.
    2. In the Page Size section, select Custom.
    3. Set 230 value in the Width field and 250 value in the Height field.
    4. Click OK.
    5. In the Print window, click Print.
    6. (Optional) In the doPDF - Save PDF file window, click Browse to select the location of the PDF.
    7. Click OK.
  13. If you are printing the change schedule in PDF format in Firefox, perform the following steps:
    1. In the Print window, select doPDF v7 from the Name list and click Properties.
    2. In the Page Size section, select Custom.
    3. Set 350 value in the Width field and 250 value in the Height field.
    4. Click OK.
    5. In the Print window, click Print.
    6. (Optional) In the doPDF - Save PDF file window, click Browse to select the location of the PDF.
    7. Click OK.

Viewing linked tasks

You can view tasks linked to a change request or release in the Tasks pane.

  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 for which you want to view linked tasks in Change Schedule.
    To view the linked tasks of a release, navigate to the required release record.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click the Tasks pane at the bottom of the page.
  6. From the Linked To list, select the change request or release whose tasks you want to view.
    The tasks linked to the selected change request or release are displayed. The tasks that are not yet created for the change request or release are displayed in the Unscheduled Tasks pane. The tasks for which no value is selected in the Scheduled Start Date or Scheduled End Date fields are also displayed in the Unscheduled Tasks pane.
  7. To view the details of a task, click the task.

Creating a report of the records displayed in the change schedule

You can create a report of the change requests and releases that are displayed to you in the change schedule.

  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 for which you want to create a report of the records displayed in the change schedule.
  4. From the Agent Tools menu, select Change Schedule.
  5. Click .
    The report that contains details of the releases and change requests that are displayed in the change schedule is saved in a CSV format.

Searching for records in the change schedule

In the change schedule, you can search for records as follows:

  • Enter specific keywords in the Search text box provided in the top-right corner and search for change requests, releases, and tasks. For more information, see Using the keyword based search.
  • Create a search filter based on one or more criteria, and apply the search filter to search for change requests and releases matching the filter. For more information, see Using the filter based search.

You can either perform a keywords based search, or apply filters to search for records in the change schedule. When you apply a filter, the keywords that you have specified in the Search box are cleared. Similarly, when you specify keywords in the Search box, the applied filter is cleared. To indicate that a filter has been applied, the filter icon changes from  to .

Using the keyword based search

To perform a keyword based search for change requests, tasks, and releases in the change schedule, you must enter the specific keywords in the Search text box and click the Search  icon. The search results are displayed in a new window.

System administrators can customize the fields that are displayed in the search results on the Global Search Settings page in the Display Fields section. For more information, see Configuring Global Search settings.

Using the filter based search

To perform a filter based search for change requests and releases in the change schedule, you must create and apply the required filter criteria. In the following example, a filter criteria has been set to search for all the change requests which have the Actual Start Date on, or after April 25, 2016, are linked to the configuration item BS1, and have the Email category.

Consider the following points when creating a filter:

  • You can create a maximum of 20 criteria for a filter.
  • You can perform the filter based search for fields of the supported data types only: TextPhoneCheck boxLookupPicklistCurrencyNumberPercentDateDate/TimePicklistEmailText AreaFormula, and Geolocation.
  • If you select Change Request in the Select Object list:
    • The Select Field list displays all the fields of the Change Request object, Configuration Item, and Service.
    • If you select Service in the Select Field list, the operand list displays all the business services which are linked to change requests.
    • If you select Configuration Item in the Select Field list, the operand list displays all the configuration items and business services which are linked change requests.
  • If you select Release in the Select Object list:
    • The Select Field list displays all the fields of the Release object, Configuration Item, and Service.
    • If you select Service in the Select Field list, the operand list displays all the business services which linked releases.
    • If you select Configuration Item in the Select Field list, the operand list displays all the configuration items and business services which are linked releases.
  • The filter criteria that you set up are not saved for future use. If you refresh the page, any existing filter criteria is cleared.
  • If you set up a filter criteria, and change the selection from one object to another (for example, you change the object from Change Request to Release), the filters are retained.

Related topics

Assigning a custom color to a change type

Customizing the Remedyforce Console tab

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