Viewing and updating change requests

To add information to an existing change request

As a user, you can add additional information to your change request, such as requester information, classification information, vendor information.

For more information, see Adding information to an existing change request in the BMC Helix ITSM: Change Management online documentation portal.

To create and manage relationships between change requests

Users create related change requests and also assign sequence numbers to dependent change requests.

For more information, see Creating and managing relationships between change requests in the BMC Helix ITSM: Change Management online documentation portal.

To view the service request that initiated a change request

If the service request fulfillment workflow in the BMC Helix Digital Workplace catalog creates a change request, you can see the request ID, title, and the Related DWP request label in the change request.

For more information, see Viewing the service request that initiated a change request in the BMC Helix ITSM: Change Management online documentation portal.

To monitor 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.

For more information, see Monitoring the progress of a change request in the BMC Helix ITSM: Change Management online documentation portal.

To assign and reassign change requests

When Change Management is configured, the application administrator can determine to whom the change request is to be assigned based on a combination of field values, such as the change location, operational categorization, and product categorization. Changes can be assigned to an individual or a support group. For example, all change requests categorized as hardware issues might be assigned to the IT Support Hardware group.

For more information, see Assigning and reassigning change requests in the BMC Helix ITSM: Change Management online documentation portal.

To receive notifications of change request assignments

Change coordinators are notified of new change requests, based on their notification method preferences defined in their personal record.

• Individual Notification—An individual change coordinator is notified according to the notification method specified in their personal record.
  For example, if Bob Backline has a notification method of email, he receives an email for each change request that is assigned to him.
• Group Notification—A change manager group is notified according to the notification method specified by each group member's entry in their personal record.
  For example, if a change request is assigned to the Support-Software group, each group member is notified through the notification method specified in their personal record. If Sarah Software has email specified as the notification method in her personal record, the notification is sent to her by email.

For more information, see Change notifications and Receiving notifications of change request assignments in the BMC Helix ITSM: Change Management online documentation portal.

To send messages related to records from a change request

You can send messages related to records from the change module.

For more information, see Sending messages related to records in the BMC Helix ITSM: Change Management online documentation portal.

To relate items to a change request

You can relate items such as outages, incidents, infrastructure changes, known errors, and configuration items (CIs) to a change request. You relate only those items to a change request affected by the change request. For example, you create a change request to format the assets in your organization. In this change request, you relate all the assets that need to be formatted. When you relate an item to a change request, all of its related items are also automatically related to the change request. For example, when you relate an outage to a change request, all the CIs that relate to the outage are also automatically related to the change request.

As a change user or a change master, in BMC Helix Telco Extensions, you can upload and relate numbers of CIs directly from .csv, .xlsx, or .json files to change requests.

1. Open an existing change request.
2. On the Configuration items tab, click Relate configuration item to add a related configuration item.
   To relate multiple CIs to the change request, you can either select the Search or the Upload option:
   • Search for multiple CIs by using commas to separate them. Select the required search results and click Add.
   • Upload a .csv, .xlxs, or .json file to relate items.
3. When you select the Upload a File option, click Attach a File and browse to select a .csv, .xlsx, or .json file from your device.
4. Click Open to upload the selected file.
5. (Optional) After the upload is complete, click Validate to check the file contents and view a summary of valid and invalid CIs.
6. From the Association Type dropdown list, select one of the following relationship types:
   • Changes
   • Impacts
   • Installs
   • Moves
   • Related to
   • Removes
   • Repairs
7. Click Add.
   The configuration item is related to the change request. For a detailed summary of related CIs from a file, view the activity note.

For more information, see Relating items to the change request in the BMC Helix ITSM: Change Management online documentation portal.