FAQ

This topic provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Change Management.


Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of the 10 most popular topics in the earlier versions of Change Management and where you can find them in the restructured documentation space.

Older topic title

Where you can find the information now

Configuring approvals - Quick start

Change request status transitions

Change request status reasons

User roles in the change request lifecycle

Approvals - Approving change requests

Configuring approval processes

Approval process types

Recommendation for managing release requests

Specifying the business justification


How do I add risk factors and risk factor questions for performing risk analysis?

Use the Application Administration Console to add risk factors and risk factor questions. For instructions, see Configuring-risk-factor-questions-and-derived-risk-factors.


How do I create alternate approvers?

Use the Alternate Approvers tab on the CTM:People form to set up alternate approvers. For more information, see Approving-the-change-request-by-using-alternate-approvers.

Alternatively, you can use the AP:Administration form to define a process administrator for the approval process. For more information, see Working with the AP:Administration form in the Action Request System online documentation.


As an approver, how do I request additional information in an approval signature?

See Requesting more information about approval requests  in the Action Request System online documentation.


As a requester, how do I respond to requests for more information in an approval signature?

See Viewing and responding to More Information requests  in the Action Request System online documentation.


How do I enable Task Phase Management?

Use the Change Configuration Rules form to enable Task Phase Management. For more information, see Configuring-change-rules.

Also see related topics:


How do I create custom filter options on the Change Management Console?

See Searching for records in the application consoles.


How do I create custom process flows for Change Management?

Use the Application Administration Console to define a custom change lifecycle and custom status transitions. For instructions, see Configuring-process-flows-and-their-approvals.


How do I disable automatic assignment if I leave the Change Coordinator and Change Manager fields blank in a change request?

On the Change Configuration Rules form, set Assignment Engine Integration to No. For more information, see Configuring-change-rules.


How do I create custom notifications for approval signatures?

Use the Notification tab on the AP:Administration form to create notifications. For more information, see Defining an email notification in the Action Request System online documentation.


How do I enable logging for approval debugging?

Perform the following steps:

  1. In the Applications sliding menu, select Quick links > Approval Administration Console > Server settings (in the navigation panel) to open the AP:Admin-ServerSettings form.
  2. Select the Approval Debug Mode check box.
  3. Specify the location of the log file.
  4. Click Save.

For more information, see Approval Server debug log  in the Action Request System online documentation.


How do I manage release requests?

You can use the Release Management console for managing release requests.  For more information, see Accessing-and-navigating-the-release-requests.

 

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