Creating a change request to permanently resolve an incident request

If infrastructure change is required to permanently resolve the incident request, assign the incident request to a change coordinator. For information about how to reassign a ticket to a change coordinator, see Assigning-and-reassigning-an-incident-request. If you have the correct change management permissions, you can create a change request from the Incident Request form. If you are not sure about your change management permissions, ask your system administrator.

For detailed information on relating an infrastructure change to an incident request in BMC Helix ITSM, see To relate items to a ticket. The following procedure explains the process with the Mid Tier screens.

Related topic

Creating change requests in the Initiation and Recording stage


To create change request from an incident request

  1. Open the incident request record in Mid Tier.
  2. From the Quick Actions area, click the arrow beside Create Related Request .
  3. From the menu, select Infrastructure Change .
    A Change Request form appears. The Product and Operational Categorization are copied from the incident to the infrastructure change. A relationship is created between the change and the incident.
    If you want to create the related change request by using a change template, first apply the template and then create the relationship. The relationship is not created if this sequence is not followed.
  4. Complete the Change Request form.
  5. Click Save.

 

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