Information displayed on a change request
The following screenshot displays a sample change request:
The following table describes the information in a change request:
Ticket header | Title, ID number, Priority, Status, SLA progress bar | Displays the change summary, unique identification number of the change request, stage in the lifecycle of the change request, urgency and the number of people it might affect, and so on. |
| ID | Unique identification to reference a specific change request. |
| Title | Summary of the change request. |
| Risk | Risk level of the change request. |
| Priority | The relative order in which change requests should be addressed, and is influenced by considerations of risk and resource availability. |
| Status | Stage in the lifecycle of the change request. |
| Created | The date on which the change request was created. |
| Updated | The date on which the change request was last updated. |
Location details | Location company | Displays the company to which the customer belongs. |
| Location | Displays the region and site to which the customer belongs. |
| Change reason | Displays the reason why the change status is being changed. |
| Service | Displays the business which is affected by the change request. |
| Operation category | Identifies the operational category and product category that are assigned to the change request. Important: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Tier 1, Hardware; Tier 2, Laptop; Tier 3 <modelName>, the <modelName> appears in the Product Category field. |
| Product category | Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms of BMC Helix ITSM if you intend to use them with work orders. If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field. |
Ticket details | Description | Detailed information about the change request. That indicates why is the change request created. |
Assignment | Change coordinator | In the change process Change coordinator is typically the person who creates the change request. The Change coordinator identifies the support group and individual within the support group that is assigned to work on the change request.
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| Change manager | |
| Change coordinator group | |
| Change manager group | |
| Assign to me | Assign the ticket to yourself. |
Ticket details | Impacted areas | The location that is impacted by the change. |
Dates | Scheduled Dates, Actual Dates, Target Dates | Enter the dates in this section. The dates are used to manage collisions. |
Risk |
| Includes a few questions that the system uses to calculate risk. |
Tasks |
| Allows you to create and assign tasks related to the change request, update the tasks, and track their progress. You also have the option of creating change requests by using the Progressive Web Apps screen. For more information, see Creating-and-modifying-tasks. |
Configuration Items |
| CIs related to change requests are listed in Configuration Items. |
Related items |
| Lists any records that are associated with the change request, such as work orders or incidents. From this section, you can relate existing records, or create new records. For more information about the information recorded in these sections, see Relating-items-to-the-change-request. |
| Documents |
| Select the documents you plan to add for this change request. |
Activity |
| Provides a time-based account of events and notes associated with the change request. Use the @ (at sign) to mention a user in the Activity feed, and the user receives a message in Updates. To use this capability, the user must have access to the change request. |