Monitoring the progress of a change request


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

Related topics

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

    Activity

    The Activity tab is displayed when you open the change request. By 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.

    Configuration items

    View all the related CIs.

    Related items

    View all the related incidents, Infrastructure changes, Known errors, Problem investigations, Releases, and outages.

    Document

    View the related documents of type Business Justification, Requirements, Change Assessments, Potential Problems, Risk Assessments, and Backout Plans.

  3. Close the Change form.

To view a task associated with a change request

As a change agent, 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.


To perform impact analysis and relating CIs and services

The Initiate Impact Analysis option is unavailable if the impact analysis is in progress. If you want to stop an impact analysis that is in progress, use the Abort option. The Abort option is available when the impact analysis is in progress.

After the impact analysis is completed, you can relate the impacted CIs to the change request or discard the results. Use the Discard option to discard the results.

  1. On the Progressive Web App screen, open an existing change request in the Ticket Console.
  2. From the More menu on the change request, click Initiate Impact Analysis.
    Impact analysis.png

Tip

If you want to perform other tasks on other screens while the impact analysis runs, click Close in the Impacted CIs dialog box. You can open the Impacted CIs dialog box later to view the impact analysis results by opening the change request and clicking Show more on the impact analysis status message.

ChangeImpactAnalysisBanner.png

In the Impacted CIs dialog box, the CIs found during the impact analysis are displayed in a list format with the most impacted services at the top, up to a total of 100 services and CIs. You can select individual services and CIs, or you can select all services or all CIs and relate them to the change request.

The Topology view displays the impact analysis results in a graphical format. The graph displays all CIs and services that are related to the change request at the top, as starting nodes. Impacted CIs and services at the end of the relationship chain are displayed along the bottom. You can use various display options to explore the impacted services and CIs. For example, you can zoom in and out, toggle to full screen mode, select filters and indicators, or manually drag CIs on the screen to optimize the view.
        Impacted CIs_Topology view.jpg

       3. In the List view, individually select the impacted CIs or select all the CIs, and then click Relate.


    •        AsyncImpactAnalysis_False.png

      4. On the confirmation message, click Yes.

      5. After the impact analysis process is complete, the CIs and services are related and saved and are displayed on the Configuration Item tab in the change request.


Instructions for classic interfaces

View instructions for Mid Tier

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 a 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.

Important

To generate automatic approval requests, you must specify Impacted Areas, which automatically defaults to the change location.

  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.

Important

The View Audit Log function is not available until you create and display the request.

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.

    not-audit_61383_516.gifThe audit trail displays all the notifications that were generated.

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

 

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