Monitoring the progress of a change request

As the change request is being planned, you can follow its progress by viewing the Work Info details. For example, during its Implementation stage, you can follow the progress of the tasks in the request as they are being completed.

To view the progress of a change request

1. Open the change request. The Change form provides information about the status, potential risks, and whether it is escalated.
   The change form displays the details about who is assigned to the change request as the change coordinator.

2. View the progress details of the change request by clicking the appropriate tab:

   Tab	Description
   Work Detail	The Work Detail tab is displayed when you open the Change form. Using this tab, you can: View information about each step in the process in the work information history area. View who is assigned to the change request as change manager. Review the current stage in the approval process for the change request, including the next approval phase.
   Tasks	View the progress of the tasks associated with the change request.
   Relationships	View all the related change requests, dependent change requests, and related CIs.
   Date/System	View the dates related to the change, time spent on the change, and the details of the change submitter.
   SLM	Review the agreed-upon service targets for the request. This tab is visible only if the BMC Service Level Management is installed.

3. View additional details by clicking the appropriate links:

   Link	Description
   Quick Action > Requested For	View the user for whom the change request was created. When the change request was created, the change request was automatically assigned to the appropriate support staff group or person.
   Links > Categorization	View the timing of the change request and its categorizations.
   Links > Financials	View information relating to cost types and the total costs in a specific currency.

4. Close the Change form.

To view a task associated with a change request

As change manager or change coordinator, you must keep track of the change request to which you have been assigned, which includes monitoring tasks associated with the change request.

1. Open the change request.

2. Click the Tasks tab. 
   All of the tasks for that change request are listed.

   Important

   If you have enabled Task Phase Management, you can use the Phase field menu above the Tasks and Task Groups table in the Tasks tab to display only tasks and task groups that belong to a particular phase in the task lifecycle. By default, only tasks and task groups that belong to the current task phase are displayed.

   You can also select the Clear option in the Phase menu, which displays a list of tasks and task groups from all task phases.

3. To view details about a task, select the task in the list and click View.
4. In the work history on the Work Info tab of the Task form, view information about each step in the process.
   You can also view work information for each task in the Work Info of the Selected Task table on the Change form.
5. If you modified the task, click Save.

To view or add affected areas

The Impacted Areas dialog box displays which companies, sites, and organizations are affected by the change. By default, the information entered in the Change Location on the Requester tab is automatically entered as one of the Impacted Areas. Use the Impacted Areas dialog box to define approvals for the change request.

1. Open a change request.
2. From the left navigation pane, select Links > Impacted Areas.
3. To add a new impacted area, on the Impacted Areas dialog box, complete the required fields and enter any other information, as needed.
4. Click Add. 
   You can add as many impacted areas as necessary for a particular change.
5. To delete an impacted areas that you have previously chosen, select it from the table and click Delete.
6. Click Close. 
   The additional impacted areas are added to the change request.

To view audit logs

Viewing audit logs enables you to view field and notification audits against the request. When certain fields are changed, when the status is changed, or when system notifications are sent, an audit entry is generated to track the modification. The Login ID of the individual making the change appears next to the audit entry.

To filter the displayed information, select the Audit Type to view (for example, All, Change Coordinator, or Priority).

1. Open the change request from which to view the log.
2. From the navigation pane, select Links > View Audit Log.
3. (Optional) Use the Audit Type list to filter the audit log entries.

4. Click the Notification Audit tab to view notification audit entries against the request.
   
   

   The audit trail displays all the notifications that were generated.

5. Select a notification audit entry, and then click View.