Creating and managing change requests

Change Management enables the technicians to make changes in a controlled way, with minimum disruption to your business operations. When requestors create tickets, sometimes to resolve these issues, a change across the organization might be required. For example, a server might go down multiple times, which in turn causes tickets to be created. To resolve this server-down issue, the technician might need to upgrade the server for which the technician creates a change request. In some cases, if a ticket matches certain criteria defined by your system administrator, a change request is created automatically. Technicians can also create a change request manually and then link the change request to a ticket.

Related topics

Approving or rejecting change requests

Configuring change management

Defining views and performing actions on Change Management

Key features and considerations

Track-It! enables you to create, edit, link, or delete change requests.
You must have appropriate permissions to create and link change request to tickets. For more information, see Creating and managing technicians.
The change requests are created based on the change policies configured by your system administrator.
You can manually create and link a change request or if a ticket matches the criteria of a change policy, a change request is automatically created and linked to the ticket.
Each change policy has an approval process. The change approval process might have multiple stages and approvers.
You can only link one change request to one ticket.
System administrators can customize the Change Request form based on the business requirements, and can configure Business Rules that are specific for change requests.
The lower pane of the Change Request form that contains the Approvals, Details, Tickets, and Attachments tabs, is referred to as the Details section.

Creating a change request

On the header bar, from the ADD NEW menu, select New Change Request.

In the Change Request form, enter the details for the required fields.

View the Change Request form fields.

Section	Field name	Description
Change Information	Change Summary	Enter a short summary of the change request.
	Status	Verify that a change request is assigned the Pending Approval status.
	Final Decision Date	Confirm that this value, which is populated when a change request is approved or rejected based on the approval workflow.
	Expected Due Date	Confirm this value, which is populated based on the due date in the change policy. This is the date by which the decision about the change request must be taken.
	Canceled Date	Confirm this value, which is populated based on the date on which the change request is canceled.
	Additional Information	Enter any additional information about the change request.
Policy Information	Policy Name	Select a change policy based on which you want to create this change request.
Policy Information	Instructions	Confirm the value, which is populated based on the information in the change policy.
Technician Information	Assigned Technician	Select a technician who will work on the change request. By default, the change request is assigned to the logged-in technician. However, if the change request is created automatically from a ticket that matches a change policy, the technician that is assigned to a ticket is also assigned the change request.
	Phone	Confirm this value, which is populated based on information in the Technician form.
	Opened By	Confirm this value, which is populated based on who created the change request.

Click Save Change Request.

After you save a change request, you can perform the following actions on the change request:

View the Change Request Toolbar options.

Field name	Description
Change#	Displays the change identification code. The value is populated after you save a change request.
Cancel Change Request	Click to cancel the change request record.
Delete this record	Click to delete the change request record. The data is cleared and the form is launched in New Change Request mode.
Clear form	Click to clear the data entered in the Change Request form. The form is launched in New Change Request mode and all unsaved changes will be lost.
Print this record	Click to print the record. You can also export the change request details in various formats.

After you create a change request, you can link it to a ticket. For more information, see Linking change request to a ticket.

Performing additional actions on a change request

After you save a change request, you can perform additional actions.

Viewing or modifying change approvals
Adding attachments to a change request
Editing or viewing the linked ticket

Viewing or modifying change approvals

If you have the appropriate permissions, you can modify one or more approvers of a change request or send an email message reminder to the approvers.

Open a record from the Change Management (from the hamburger menu , select Change Management and double-click the required record).
In the Approvals section, double-click the required approval to view the information, which opens in a new tab..
To change the approver, in the Approver Information section, from the Name list, select an approver.
To send an email to the approver, on the Change Approval toolbar, click , enter the required details, and click Send.
(2021 Release 02) You can format the email message text by using the different rich text formatting options. You can also insert or directly paste inline screenshots in the email message field. The supported image file types are .png, .gif, .bmp, .jpg, .jpe, .jfif, and .jpeg. However, inserting high resolution or heavy images might lead to delays in email delivery or cause the server to cancel the email request. To block the user from inserting images, see Configuring system settings.
To add a note or a query, in the Review History section, click New, enter the details, and click Add Note.
Important
- (2022 Release 01) Notes added from incoming emails retain all rich text formatting applied to the message text in the incoming email.
- (2022 Release 01) Notes added from incoming emails having inline or embedded images retain the images as a part of the message. The images are not added to the Attachments tab of the Details section.
- (2022 Release 01) Notes displayed in the workspace preview, the record Details section and its preview, and the Notes editor also retain all rich text formatting applied to the message text in the incoming email.
Click Update Change Approval.

Adding attachments to a change request

You can attach files up to 29 MB to your change requests. You can open or save an attachment by using the Download Attachments option. The download behavior, whether the attachment is saved or opened for viewing, depends on your browser settings.

Open a record from the Change Management (from the hamburger menu , select Change Management and double-click the required record).
In the Attachments section, click New and perform any of the following actions:
- To locate and select the required file from the local storage, in the Attachments dialog box, click Browse.
- To select a web file, in the URL Link field, enter the required URL.
Click Attach.

Editing or viewing the linked ticket

Open a record from the Change Management (from the hamburger menu , select Change Management and double-click the required record).
In the Ticket section, double-click the ticket.
The ticket opens in a new browser tab.
Make the required changes and click Save Ticket.
For more information, see Creating and managing tickets.

Editing, canceling, or deleting change requests

Open a change request from the Change Management grid (hamburger menu > Change Management and double-click the required record).

In the Change Request form, perform one of the following actions:

To edit a change request	Edit the required fields. Click Save Change Request.
To cancel a change request	On the Change Request toolbar, click . Click Save Change Request.
To delete a change request	On the Change Request toolbar, click . In the message box, click OK. If you delete a change request that is linked to a ticket, the reference to the change request in the ticket is also removed.