This documentation supports the 21.3 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the Product version menu.

Receiving notifications of change request assignments

Change coordinators are notified of new change requests, based on their notification method preferences defined in their personal record.

  • Individual Notification—An individual change coordinator is notified according to the notification method specified in their personal record.
    For example, if Bob Backline has a notification method of email, he receives an email for each change request that is assigned to him.
  • Group Notification—A change manager group is notified according to the notification method specified by each group member's entry in their personal record.
    For example, if a change request is assigned to the Support-Software group, each group member is notified through the notification method specified in their personal record. If Sarah Software has email specified as the notification method in her personal record, the notification is sent to her by email.

For more information, see Change-notifications.


To view assigned changes

When the system notifies you that a change request is assigned to you or to one of your groups, you can view the request from the Changes table on the Change Management console. You can also view all unassigned change requests.

Select the appropriate option in the Change Management Console based on changes you want to view:

Function

Action

View changes assigned to you

  1. In the Filter By field, select Defined Searches > By Role > Change Coordinator > All Changes.
  2. In the Show field, select Assigned To Me.
    All changes that are assigned to you are displayed in the Assigned Change table.
  3. Click a change request in the table.
    The assigned group and other important information is displayed in the Change Details and Tasks section.

Important: To view the complete assignment information, open the change request. Assignment details are displayed on the Change form.

View changes assigned to your groups

  1. In the Show field, select Assigned to My Selected Groups.
  2. Select a group, and then click OK.

View all changes assigned to your group

In the Show field, select Assigned to All My Groups. All changes that are assigned to you are displayed in the Assigned Change table.


To respond to reassignment requests

Change managers are responsible for responding to reassignment requests. When a change manager reassigns a change request to another manager, the person is notified. Upon reviewing the change, the manager can reassign the change to another qualified change manager.

  1. Open the Change Management console.
    All reassignment requests appear in the table with other change requests.

    Best practice
    We recommend that you regularly monitor your assigned work to keep track of any change requests reassigned to you.

  2. Select the appropriate change request.
  3. Click View.
    After reviewing the change request, you can manually reassign the change manager or change coordinator.
  4. Click the Assignment tab.
    1. To reassign the change request, select the appropriate manager, assignee, or implementer.
    2. Select an assignment method (for example, Auto Assign), and then click Set.
  5. Click Save.
    If you reassign the change request, the new assignee is automatically notified of the changed assignment.

For more information, see Assigning-and-reassigning-change-requests.

 

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