Managing change request collisions

How do I detect collisions and take action on them on the Progressive Web App screens?

The Progressive Web App screen detects collisions after services or CIs are related to a change request, and the scheduled dates have been specified. Potential collisions are displayed when you are creating or updating the change request and after you save the change request.

The following video (2:29) describes the process of detecting collisions and taking action on them in Progressive Web App screens:

https://youtu.be/yPjftPSqUw0

When you create a change request, after you enter values for the Scheduled Start and End Dates, but before you save the change request, the list of collisions (if any) for services or related CIs are displayed when you click on Check collisions at the bottom of the screen.

In the Change collision window, you can see the Change ID, Summary, CI Name, Status, and the change coordinator name. Click the Send an email to all change coordinators with conflicting CRQs link to contact the change coordinators by email, in case you need to discuss schedules and priorities.

To resolve the collision, select the required impacted CI or all the CIs and click the required option from the Mark Selected list.

After you save the change request, if the collision is not resolved, the system warns you again about potential collisions by displaying an alert banner at the top of the change request details. To resolve the collisions, click or tap Show more to display the Change collision window.

On the Progressive Web App screen, click Calendar to view the collisions in a flexible calendar view that displays collisions in the current day, week, or month, or in a book view that spans several days. Detected and Investigating active collisions are outlined in red. The calendar also includes an option to show related events, such as CI outages that are attached to the current change request. 

For more information about using collision statuses as a change manager or change coordinator, see  Detecting collisions between change requests  (Change Management documentation).

How do I detect collisions and take action on them in Smart IT?

Smart IT detects collisions after CIs have been related to a change request and scheduled dates have been specified. Potential collisions are shown when you are creating or updating the change request, but you can take action on the collisions only after the change request has been saved in the system.

During the creation of a new change request, the list of collisions (if any) for services or related CIs appears in the Dates section after you enter values for Scheduled Start Date and Scheduled End Date. You can view a brief description of each collision, such as the type of change, risk level, summary, and change coordinator, or you can drill down to view full details. With the list of collisions, a link is also provided that allows you to contact the change coordinators by email, in case you need to discuss schedules and priorities.

In the universal client, collisions are also displayed in a flexible calendar that allows you to display collisions in the current day, week, or month, or in a book view that spans several days. You can also apply filters to show only the collisions you want, based on criteria such as the company, status, service CI, and so on. Detected (active) collisions are outlined in red. The calendar also includes an option to show related events, such as CI outages. 

Before you save a new change request, you can change the scheduled start and end dates, and then run collision detection again. (In the universal client, you can also reschedule the change request by dragging and dropping it to a new position on the calendar.) When you save the change request, the system warns you again about potential collisions.

After the change request is saved in the system, you can take action on the collisions. Active collisions are displayed in the alert banner near the top of the change request details. From links in the banner, you can view details about the conflicting change requests or view the profile of the change coordinator. To manage collisions, click or tap Take Action. 

From the list of collisions in the Dates section, you can select one or more change requests and associated CIs, and specify a collision status. The collision status indicates which collisions are active (Detected or Investigating) or not active (Ignored or Resolved). You can provide a rationale to explain the reason for the status you select. The collision status and rationale are recorded in the Activity feed of the current change request and the change request that is in collision. 

To manage collisions for an existing change request, whether the collisions are active or inactive, open the change request and click or tap Take Action from the alert banner. 

For more information about using collision statuses as a change manager or change coordinator, see  Detecting collisions between change requests  (Change Management documentation).