This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Creating a change request

You create change requests by selecting Create New > Change Request by using Smart IT or the Progressive Web App screen. Your administrator might also have configured the system so that you can generate certain kinds of change requests through the Smart Recorder by submitting a service request. You can use a change template that the administrator provides, or you can create a new change request. In both cases, a wizard in Smart IT and the Create change request form in the Progressive Web App screens helps you to enter the necessary information.

While searching for a template, a list of matching templates appear if you start typing the name of the template.

You cannot enter the Target Date while creating change requests for Emergency and Latent classes.

The following video (2:01) describes the process of creating a change request by using the Progressive Web App screen:



 https://youtu.be/CGazVZOF9CA



You can watch the following video that shows how to create a custom process flow in change management:


 https://youtu.be/fWsXZjwQbJA

To create 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.

    To create a change request by copying information from an existing change request by using Smart IT or the Progressive Web App screen

    You can also create a change request by copying information from an existing change request. 

    1. Open an existing change request.
    2. In the Universal Client or on the Progressive Web App screen, click  from the menu. Use the Copy Change option in the iOS and Android applications to copy the information.

      Universal client (Smart IT)

      Progressive Web App screen

      iOS

      Android

      The Copy Change Request screen displays the field information that you can copy. Based on your selection, the information is copied and populated in a new change request in draft mode. If you select CIs and copy a change request that relates to an End of Life CI, the new change request also relates to the End of Life CI.

      Universal Client (Smart IT)

      Progressive Web App screens

    3. Provide the remaining information to create a change request. 
      For the Universal Client (Smart IT) or the Progressive Web App screen:
      • A work note is added for this activity in the Activity tab.
      • The Risk Level and Risk Questions and Answers are not copied in the draft screen of the newly created change request. In the Smart IT applications of Android and iOS, the Risk Level is copied from the source change management ticket.
      • If you copy a change request that has the Service Impact Assessment document added to it, it will not be copied even if you select the Document and attachment checkbox (for Smart IT) or the Documents/Attachments checkbox (for Progressive Web App screen) in the Copy Change screen.
      • Currently, you can copy the following field information: Request for customer, Impacted area, CI, Documents/Attachments, Related change, Tasks, Title, Impact/Urgency/Priority, Change class, Affected service, Change reason, Operational Category, Product Category, and Description.
      • You cannot copy the following information: Date, Assignment, Location, Work Notes, Provider actions, and expressions.

    To exclude CIs with a Delete status from your search

    You can search for CIs that are in Delete status from change requests. If you do not want the system to search for CIs in Delete status, you must select the check boxes for the statuses that you want to search, and clear the Delete check box. By default, in the search result the system displays CIs in all statuses including the delete status.

    To restore a CI that is in Delete status, when you create or edit change requests, on the CI tab, perform the advanced search and select the Delete check box to search for CIs in delete status. From the search result, relate the change request with multiple CIs that are in Delete status to track configuration changes made to the CIs.

    Options for change location

    When creating change requests from the Progressive Web App screens or from scratch without using a change request template in Smart IT, in the Change location tab (for Progressive Web App screens) or the Change Location field (for Smart IT), you must specify the location where the change needs to be implemented. The change location depends on the following factors:

    For Progressive Web App screens

    For Smart IT

    • Region
    • Site group
    • Site
    • The company specified in the Company list.
    • The company and location of the customer specified in the Requested For field.
    • The company and location of the service desk agent who is creating the change request.
    These companies might not be same. The location in the Change Location field is driven by the company specified in the Company list. A company can have multiple locations.


    Example for Smart IT

    Consider three companies—Company A, Company B, and Company C. The location details of these companies are as follows:

    • Company A—Texas and New York
    • Company B—Toronto and Vancouver
    • Company C—Shanghai

    The following table indicates the basis on which the location is specified in the Change Location field on the change request profile.

    Company and location of the service desk agentCompany specified in the Company listCompany and location of the person specified in the Requested For fieldLocation in the Change Location field
    Company A (Texas)Company ACompany A (New York)Company A, New York. The location of the person specified in the Requested For field.
    Company A (Texas)Company BCompany B (Toronto)Company B, Toronto. The location of the person specified in the Requested For field.
    Company A (Texas)Company ACompany B (Vancouver)Company A, Texas. The location of the service desk agent.
    Company A (Texas)Company BCompany A (New York)The Change Location field remains empty. To specify the location, in the Change Location field the system displays locations of the Company B.
    Company A (Texas)Company BCompany C (Shanghai)The Change Location field remains empty. To specify the location, in the Change Location field the system displays locations of the Company B.

    When creating change requests by using change request templates in Smart IT, if the company specified in the template and the company selected in the Company list are similar, the location specified in the template is populated in the Change Location field. If the companies differ, the company location is populated based on the details given in the table in the example. You cannot update the company name in the Change Location field for an existing change request.

    Comparison of Notes and Type fields in BMC Helix ITSM, Smart IT, and Progressive Web App screens

      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:

      Work Info type

      Work Info subtypes
      Requirements

      Business Justification and Requirements

      Analysis

      Change Assessment, Potential Problems, Risk Assessment, and Service Impact Assessment

      Build Backout Plan, Business Design, Development, Install Plan, Technical Design, and Test Plan
      Execution Backout Results - Details, Install Results - Details, and Test Results - Details
      Closure Cancellation Information and Post Implementation Review
      Audit Configuration Audit, SLM Compliance Audit, and SLM Process Review
      General General Information, Rejection Information, Email System, Paging System, and Chat

      Important

      • If you add a custom note type in BMC Helix ITSM under the RequirementsAnalysis, and Build types, the custom note type is displayed in the Type list in Smart IT.
      • If you add a work note to a change request in BMC Helix ITSM, and specify a work note subtype under RequirementsAnalysis, or Build, then in Smart IT, that work note is added to the corresponding document type on the Documents tab.
      • In BMC Helix ITSM, you cannot add custom document types on the Documents tab.

      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:

      Notes

      Type
      Execution Backout Results - Details, Install Results - Details, and Test Results - Details
      Closure Cancellation Information and Post Implementation Review
      Audit Configuration Audit, SLM Compliance Audit, and SLM Process Review
      General General Information, Rejection Information, Email System, Paging System, Chat, and Approval State

      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:

      Work Note type

      Note Type subtypes
      Execution Backout Results - Details, Install Results - Details, and Test Results - Details
      Closure Cancellation Information and Post implementation Review
      Audit Configuration Audit, SLM Compliance Audit, and SLM Process Review
      General General Information, Rejection Information, Paging System, Chat, and Approval State

      Difference in UI labels in BMC Helix ITSM, Smart IT, and Progressive Web App screens

      The following table displays the labels that are different in Smart IT in comparison with the Create Change screen of BMC Helix ITSM and Progressive Web App screens:

      BMC Helix ITSM

      Smart IT

      Progressive Web App screens

      Notes

      DescriptionDescription
      SummaryTitleSummary
      Manager GroupManager Support GroupChange manager group
      ServiceAffected ServiceService
      ClassChange ClassChange class
      Work InfoActivityWork note
      CategorizationCategory
      • Operational category
      • Product category

      Limitation

      If you set Hebrew as your browser's language, while editing the date of a change request, the Book View of the calendar does not appear in the right-to-left direction and the labels do not appear in correct sequence.

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