Creating a Change
To create a change,
- Click the Create New + button and select the Create Change option. The following page appears.
To create a change,
|Fill From Template
|Select a template for the change. Once selected, it will automatically fill the entire form. You can check if the pre-filled details match your needs, else you can create the change manually. Once selected, you can also reset it to default using the Reset to Default link. For more details on template creation, refer to the link Change Templates.
|Select the name of the person who is requesting to open the change. By default, system takes your name as the requester. You can also create a change on behalf of another requester. For example: If you are signed-in with name Jerry, you can create a change from another name i.e. Mary. Once a change is created, you can view its creator from the Audit Trail tab of the Change Details page.
|Type the subject of the change. A subject should be short self-descriptive text to understand the change.
|Type the detailed description about the change. The description should contain sufficient details about the nature of the change and what do you expect from a technician.
|Select the start date and time when the change was initiated.
|Select the end date to resolve/close the change.
|Select the priority of the change. The default value is Low. The options are: Low, Medium, High, and Urgent.
|Select the urgency of the problem. The default value is Low. The options are: Low, Medium, High, and Urgent.
|Select the impact of the problem. The default value is low. The options are: On Users, On Department, and On Business.
|Select the category of the problem. It is optional.
|Select the risk associated with the change. The default value is Low. The options are: Low, Medium, High, and Critical.
|Select the type of the change. The default value is Minor. The options are: Minor, Standard, Significant, Major, and Emergency.
|Select the reason for the change. It is optional.
|Select the environment that will be affected by the change.
|Select the technician group to whom the change is to be assigned.
|Select the assignee to whom the change should be assigned. It is optional.
|Select the department to whom the change is to be assigned.
|Select the company to associate with the change. This field is available only if the Managed Services Provider feature is enabled.
|Select the location.
|Add the tags if required. These are useful in identifying the similar changes. It is optional.
|Attach the relevant files that will help the technician in resolving the change ticket.
|Click to link the associated assets if any with the newly created change. If clicked, a popup appears displaying the list of assets. Select the asset type, the relevant required assets, and click the Link button as shown below.
When you create any new change and select the Start Date and End Date, a tab Change Schedule Conflict appears. It displays all the open changes which falls in the current change schedule based on which you can change the date if required. To view all the changes click the option Full Screen View. Also, you can view all the changes directly in the Calendar View as well as in List View. By default, the changes appear in List View.