Navigating the Change Management console

The Change Management console is the primary interface for change managers and for support staff, especially change coordinators. It provides a dedicated workspace for managing and working on change requests. It provides quick access to the information that you need and to the procedures that you perform most often. This console is designed for change managers who work with Change Management daily and do not want to view other BMC Helix ITSM applications. This console enables change managers and change coordinators to use Change Management to plan their days more effectively.

The Change Management console displays the most important details associated with changes requests; for example, tasks associated with changes, work information, and important broadcasts.

The roles of change manager and change coordinator display the same console, but with different options. The Change Management console optimizes your visual work space so that you can track changes quickly and efficiently.

Important

You can configure the IT Home Page to display the Change Management console. The change console provides the Company and View By filters only and by default is configured to display only Open change records.

Change Management console functional areas

Various functions are available in the Change Management console depending on your permissions. These functions provide quick ways to go to different areas in Change Management and to perform other functions.

The following table describes what you can do in each of the functional areas.

Functional area	Purpose
Change Management Console header
Search	The Global search feature lets you search across multiple forms for records that match a key term.
Show, Filter By, icon, Role, More filters	This area contains the following fields: Show Filter By Role These fields combine to provide a way to filter the change records in the Change table. For information about using these filtering options, see Filtering records in the Change Management Console.
Navigation pane
View Broadcast or New Broadcast	Click either of the links to open the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When there are unread broadcasts, this area displays the icon followed by the number of new broadcasts. For more information about broadcasting messages, see Broadcasting messages.
Counts	This area contains a count of the change request records. The application updates this number dynamically to reflect the way that you are filtering the contents of the Change table. For example, if the Show field contains Assigned to me and the Filter By field contains By Status > All Open, the numbers that appear in the Counts panel represent the number of open, waiting approval, in progress, and pending change requests that are currently assigned to you.
Functions	Use the links in this area to perform the following actions: New Change—Opens the Change form in New mode. For information, see Create-change-requests-in-the-Initiation-and-Recording-stage. Search Change—Opens a search form that lets you search for change records according to the criteria that you enter. For more information, see Searching for records in the application consoles. Atrium Impact Simulator—Opens Atrium Impact Simulator. For more information, see Creating-a-change-request-at-the-Initiate-stage. View Calendar—Opens the calendar. For information, see Scheduling-changes-by-using-the-Calendar. My Profile—Lets you set your profile. Application Preferences—Lets you set your application preferences and options. This function is also available from the Change Management console. For more information, see Setting-application-preferences-and-options. Reports—Opens the Reporting Console. For information, see Using reports and flashboards . Manage CIs—For information, see Relating-and-managing-configuration-items-and-impacted-services-for-a-change-request. Manage Inventory—Opens the Inventory Management screen, if you have installed the Asset Management application. For information, see Managing-bulk-inventory-items-and-other-configuration-items. If you are logged on as a Change Manager, the following options are also displayed: Configuration Manager—Opens the BMC Configuration Manager console (if the integration is enabled). Surveys—Lets you select a survey. To enable surveys, they must defined for your company and the option must be selected. KPIs—Displays the KPI flashboards available. Select to view the KPI flashboard. The flashboards that appear represent, in graphical format: Total Open Changes—Filters by Priority, Categorization, or Impact. Changes Pending—Filters by Categorization. Change Risk—Filters by Categorization, Impact, or Support Group. Time Segments—Search, select, or create the following time segments: Create Business Event Create Op. Category Location Modify Business Event Modify Op. Category Location Configuration Item (CI) For more information, see Registering-time-segments-in-Change-Management.
Applications	This option contains links to other BMC applications, consoles, and modules. The contents of this area depend on what other applications are installed. Click the double greater-than sign to open or close this panel.
Changes table	The Changes table displays high-level details about the change records that match the criteria specified in the Company and Assigned To fields, or that were found by the most recently completed search. The CRQ prefix identifies the change requests. You can filter the requests in the table by using the Show and Filter By fields.
Create	This option opens the new Change form so you can create a new change request record.
Create for Company (Hub and Spoke environments)	This option opens the new Change form so you can create a new change request record, after asking you to identify the company that you are creating the change request record for. The record is created and submitted on the spoke server in which the company you identified is defined.
View	This option opens the change request record selected in the table. In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.
Print	This option displays the details of the change request record selected in the table as a report.
Process Overview	This option opens the detailed SMPM change management process diagram, if the full SMPM application is installed. Otherwise, it opens a high-level diagram of the change management process.
Service Context	This option opens the Service Context summary view for the record selected in the Changes table.
Details and Tasks	This option displays details or related tasks of the record selected in the Changes table.
Change Details	When selected, contains detailed read-only information about the record selected in the Changes table. To see details when the Tasks table is displayed, click Show Details.
Work Info	This option displays activity associated with the change. The Work Info area enables change coordinators to view or define actions performed or information gathered about a change request. For example, you can define a work information entry that documents the installation and back-out procedures for a change. You can perform the following actions in this area: Create—Create a new activity. View—Display the details of the selected activity. Report—Display a report of the Change Work Info history.
Show Tasks	When selected, lets you view tasks associated with the record that is selected in the Changes table. To see tasks when Details are being shown, click Show Tasks.

Company and Console View

The Company and Console View displays changes that are assigned to you or to the support groups that you belong to.

The Company field is typically blank if you support only one company. If you support multiple companies and you want to view only the tickets for one company, select the appropriate company from the attached menu. Otherwise, you will view all tickets for all the companies that you support.
The Console View provides options to see the work specifically assigned to you or to your support groups. When you select an option, a search is performed.

You can change the table by using the Company and Console Views on the console. Select the following options to filter which requests you see.

Option	Description
Company	Displays requests for a particular company. This field is especially useful in a multitenancy environment.
Personal	Displays the requests that are assigned to you.
Selected Groups	Displays the requests that are assigned to your support group.
All My Groups	Displays the requests that are assigned to all support groups that you belong to. If you belong to more than one support group, the requests for all those groups are displayed. You can view requests and refresh the items that appear in the table. For more information about viewing and refreshing requests, see Searching for records in the application consoles.

Filtering records in the Change Management Console

You can use the Show, Filter By, and Role fields on the Change Management console to control which change requests are displayed in the Changes table.

The following table describes the filtering options that are available on the Change Management console.

Field	Description	Available options
Show	The Show field has a menu from which you can select the basic filtering criteria.	Submitted by me—All change requests that you have created. All—All change requests, regardless of who created them and whom they are assigned to. Assigned to me—All change requests for which you are the change coordinator, change manager, or change implementer. Assigned to my selected groups—All change requests that are assigned to a specific support group of which you are a member. When you select this option, you are prompted to select the support group. Assigned to all my groups—All change requests that are assigned to all of the support groups of which you are a member.
Filter By	The Filter By field places status-specific conditions on the basic criteria that you choose in the Show field. This filter helps you to manage the number of records that are returned by the Show field. For example, if you select Assigned to me in the Show field and Defined searches > By status > All Cancelled Changes from the Filter By field, the Changes table displays all the cancelled change records that are assigned to you.	All Cancelled Changes—All change requests that have the Cancelled status. All Changes—All change requests, regardless of status. All Closed Changes—All change requests that have the Closed status. All Completed Changes—All change requests that have the Completed status. All Draft Changes—All change requests that have the Draft status. All Open Changes—All change requests that have a status other than Draft, Completed, Closed, and Cancelled. All Open Changes with Extensive Impact—All open change requests that have an Impact value of Extensive/Widespread. All Pending Changes—All change requests that have the Pending status. All Pre-Scheduled Changes—All change requests that have a status that is greater than Request for Authorization and lesser than Scheduled. All Rejected Changes—All change requests that have the Rejected status. All Scheduled Changes—All change requests that have the Scheduled status or the Implementation in Progress status.
	The Magnifying glass icon opens a dialog box from which you can edit, save, and delete custom searches. Saved custom searches appear in the My Searches node of the Defined Searches list. For more information about Manage My Searches, see Searching for records in the application consoles.
Role	The Role field allows you to select a role and, based on that role, the Changes table displays records that are assigned to the users with the selected role. The Count table displays the count based on the options that are selected in the Show and Role fields.	Change Manager—All change requests that are assigned to users who have the change manager role. Change Coordinator—All change requests that are assigned to users who have the change coordinator role. Change Implementer—All change requests that are assigned to users who have the change implementer role. All—All change requests, regardless of the functional role assignment.
	More filters provides a way for you to further filter the contents of the Changes table. If you still have a large number of records after using the Filter By field, click Advanced to open a dialog box that contains the fields in which you can indicate even more precise information, such as product or operational categories. For example, by using the Advanced field, you can add the Hardware product category to the filter. When you add this category to the Show and Filter by fields, the Changes table displays all open hardware changes, regardless of their priority, that are assigned to you. A check box appears under More filters to indicate when a filter from this area is active.

Navigating the Change Management console

Change Management console functional areas

Company and Console View

Filtering records in the Change Management Console

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