This documentation supports the 25.1 version of BMC Helix Change Management.To view an earlier version, select the version from the Product version menu.

Creating a change request by copying an existing change request

You can create a change request by copying an existing change request. You copy a change request to create a change request quickly. The new change request copies most of the content, such as Summary, change type, Impacted areas, CIs, tasks from the existing change request. You cannot copy the following information: Date, Assignment, Location, and Work Notes, Provider actions, and expressions. You can select values from the fields that you want to retain from the existing change request into the copied change request.

Copy change request.png 

To create a change request by copying information from an existing change request

  1. Open an existing change request.
  2. From the menu, click image2023-1-9_14-10-5.png.
    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.
  3. Click Next.
    The change request is open in edit mode. Enter values for all mandatory fields.
  4. Click Save.


Instructions for classic interfaces


View instructions for classic Smart IT

To create a change request by copying information from an existing change request

  1. Open an existing change request ticket.

  2. From the menu, click CopyButton.jpgin the Universal Client or Copy Change option in the iOS and Android applications to copy information.

    Universal client

    CopyButton_Meny.jpg

    iOS

    iOS_CopyChange.png

    Android

    Android_CopyChange.jpg

  3. 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. Create a new ticket based on the copied information. 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.
    CopyChangeRequest.jpg

  4. Provide the remaining information to create a change request. A work note is added for this activity in the Activity tab.
    In the Universal Client (UC), 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 in the Copy Change screen.

Supported fields

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.

Limitation

You cannot copy the following information: Date, Assignment, Location, and Work Notes, Provider actions, and expressions.

View instructions for Mid Tier

The Copy Change function is available on the Change form only when it is in Modify mode. Use this function to copy a request into a new change request. When you use the function, you have options to include different sections of the original change request; for example, Requested For Customer, Impacted Areas, CI/Component Relationships, Related Changes, or Work Info with attachments.

The following fields are populated with information from the change from which you are copying:

  • Summary
  • Change Type
  • Class
  • Timing Reason
  • Impact
  • Urgency
  • Priority
  • Risk Level
  • Lead Time
  • Environment
  • Reason For Change
  • Notes

You can change the information in these fields to reflect the new change. You are also presented with different sections of the change that you can copy.

Important

Users with Change viewer and Change submitter permissions cannot copy a change request.

To copy a change request

  1. From the left navigation pane on the Change form, select Functions > Copy Change.
  2. On the Copy Infrastructure Change dialog box, click the sections to include in the new change request.

  3. Make modifications to the new request that you are creating (for example, changing its Summary, Notes, Priority, and Timing Reason).

    Copy Infrastrcuture Change form.jpg

  4. Select the sections that you want to copy.
    Depending on the options that you select, the following information is copied to the new change request. The Task Phase settings of the original change request are also copied to the new change request.

    Option

    Copied information

    Copy Requested For Customer

    All information from the Requested For dialog box.

    Copy Impacted Areas

    All the impacted areas information that is displayed in the Impacted Areas dialog box is copied. For more information, see Monitoring-the-progress-of-a-change-request.

    Copy CI/Component Relationships

    All CIs or Components from the Relationship tab. If you select this option 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.

    Copy Tasks

    You will be prompted to enter additional information in the Copy Tasks dialog box.

    For more information, see step 5.

    Copy Related Changes

    All related change requests. Related Infrastructure Change Requests with a Dependent relationship type will be converted to Related To relationships.

    To keep the dependent relationship, in the Relationship tab, search for the dependent change request, make a new dependent relationship and delete the Related To relationship that were copied.

    Copy Work Info (with attachments)

    All Work Info, including attachments.

    Manually refresh the Work Info on the copied change request to view the copied information.

  5. When you select Copy Tasks, the Copy Tasks dialog box is displayed.

    Copy tasks.jpg

    1. Select the tasks that you want to exclude from copying either By Status (Cancelled, and Failed) or by Task Type (Manual, and Automatic).

    2. Depending on the options that you select, the following information is copied to the new change request:

      Option

      Copied information

      Copy Location Information with Attachments

      The following information from the General tab related to Task Location and the Task Attachments, except Command field:

      • Company
      • Region
      • Site Group
      • Site
      • Address
      • All related attachments

      Copy Requester Information

      The following information from the Requester tab:

      • Requester Company
      • First Name
      • Middle Name
      • Last Name
      • Phone Number
      • Organization
      • Department
      • Support Organization
      • Support Group Name

      Copy Work Info with Attachments

      All information from the Work Info tab including any attachments.

      Copy Relationships

      All information from the Relationships tab.

      Copy Dates

      The following information from the Dates tab is copied:

      • Schedule start date
      • Schedule end date

      Copy Financials

      The following information from the Financials tab:

      • Calculation Unit type
      • Budget Estimated Total Time
    3. (Optional) Click Task Details to overwrite all copied Tasks and to enter values in the following fields:
      1. Specify a value in the Summary field.
        If you specify a summary value, the Summary field of all the new copied tasks uses this value. Otherwise, the Summary field of all the new copied tasks uses the values of the source tasks.
      2. Select the Priority of the task.
      3. You can enter notes in the Notes field.
    4. Click OK.

  6. On the Copy Infrastructure Change dialog box, click Start Copy.

    Important

    The Support Group and Change Coordinator information is not copied to the new change request, and the user's default Support Group and Change Coordinator information is applied to the new change request.

    If the Assignee field of the task that is being copied has an invalid value, the Assignee field does not get copied to the new change request.

    The copy function can take several minutes to process. All tasks and child tasks related to that task are copied. After the change is copied, the Change form opens in New mode with the newly copied change information in Draft status. Any tasks that are copied are in Staged status.

  7. Save the new copy of the request, because a copied change request is not automatically submitted.

 

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