Creating a change request

To create a change request by using the Progressive Web App screen

1. On the Progressive Web App screen, click Create New > Change Request.
2. In the General section, enter the required information including Summary or click Browse to select a template.

3. In the Description field, enter details about the change request.

   Important

   If you add a URL in this field, you must include the protocol to view it as a hyperlink. 
   For example, instead of entering the URL as www.google.com/, you must enter https://www.google.com/ or http://www.google.com/.

4. Select values for the Change class, Impact, Urgency, and Priority fields.
   
   
   
   
5. In the Change location section, enter the location from which the change is initialized.
6. In the Assignment section, enter the user or group to whom you want to assign the change request. You can also click Assign to me to assign the ticket to yourself.
7. In the Impacted areas section, enter the company, site, and organization that are affected by the change.
   
   
   
   
8. In the CIs section, click Add configuration items (CIs), click Advanced to select the required filters, and click Apply filters.
   For more information, see the To relate configuration items to a change request in Progressive Web App screens section in the Relating items to the current ticket topic.
9. In the Dates section, select the Scheduled Start date and End date.
   
   
   
   
10. In the Risks section, either answer the risk questions or manually select the risk level to access the risk level.
    The assessed risk level is displayed.
11. In the Documents section, select the required documents to attach to the change request.
12. In the Work note section, add the required notes.
    
    
13. Click Save.

Example of creating a change request by using BMC Helix ITSM: Smart IT

Allen Allbrook is a specialist in the network infrastructure group. His manager, Mary Mann, asks him to reconfigure the routing table of some networking equipment. Because this activity might affect technical or business services in the company environment, Allen must submit a change request according to his company's policy. The change must be properly documented, assessed for risk, and approved.

Allen determines that this reconfiguration will be a normal change that affects the Network business service. Because no change template is available for this type of change, Allen must create the change from scratch:

1. Allen opens Smart IT from his desktop browser and selects Create New > Change Request.

2. He chooses the option to create a change request from scratch, and selects Normal from the available change classes.
   The wizard opens with some information pre-populated and required fields clearly marked.

   To use the change template option, Allen would need to search for a template by entering keywords that are part of the template name. For example, searching for network routing returns a list of change templates with names containing the words "network routing."

3. In the Basics section of the wizard, Allen provides a short summary of the change needed, and he records the impacted site. Type-ahead functionality allows him to correctly populate the Requested For and Affected Service fields. Allen chooses to let the system select the best match for the change assignment.

   If Allen has the functional role of Change Coordinator, by default he is assigned as the change coordinator for change requests that he creates. If he were using a template, the change coordinator specified in the template (if any) would take precedence.

4. In the CI section, Allen performs a few concurrent searches to locate the affected network device and then relates the CI to the change request.
   In the search bar, the maximum limit of putting the search keywords is 255 characters:
   

5. Allen decides to enter additional information that is not required to create the initial change request:

   1. In the Dates section, Allen specifies a range of dates approximately 3 weeks from today.

      Allen notices that there are several detected collisions, but he knows he will have the opportunity to run an impact analysis when he saves the change request. He will run the impact analysis first, relate any additional impacted CIs, and then manage collisions. Calculations are displayed in-sync with the creation of the change request.

   2. In the Risks section, Allen answers a few questions that the system uses to calculate risk.

   3. In the Documents section, Allen selects the Requirements and Backout Plan documentation types and records some initial notes for each. Your organization might require specific types of documents depending on the class of change (such as Normal or Standard). For each type of documentation, you can record simple notes or upload files.

      Important

      If your change request is closed, you cannot add, edit or delete any document. This is applicable for all users, and permissions.

6. Allen saves the change request.
   The change request is created in Draft mode. A dialog is displayed that gives Allen the option of running an impact analysis now, or returning to the change request later to run the analysis manually.
7. Allen clicks Submit and Prepare Impact Analysis.

While the impact analysis is running, Allen launches a new Smart IT window to continue working. He will receive a notification when the impact analysis is ready.

Allen is notified about future updates to this change request in his Updates feed. When adding notes to the change request, he can reference additional team members with "@" mentions so that they receive notifications in their Updates feeds.

When you create a change request, the calendar does not show any other existing changes for the same period. In Smart IT only individual change request, and in case of collision, the corresponding change requests that have collision are displayed. When you create multiple change requests and add the same CI to the change requests, it pushes the calendar to show the collisions. In Mid tier, change calendar shows changes happening regardless of collision. In certain scenarios, Smart IT change calendar does not automatically adjust the time for the daylight saving changes even if you select Automatically adjust clock for daylight saving changes in the Time Zone of BMC Helix ITSM.

In BMC Helix ITSM, you can add work notes to change requests and select the type of work note from the Work Info Type list. By default, the following subtypes are displayed in the Work Info Type list:

In BMC Helix ITSM: Smart IT, you can add notes to change requests and select the type of note from the Type list. The information in this section is also applicable to release tickets in BMC Helix ITSM: Smart IT. By default, the following subtypes are displayed in the Type list:

In the Progressive Web App screens, you can add work notes to change requests and select the type of work note from the Note Type list. By default, the following subtypes are displayed in the Note Type list: