Change Enablement Customization

Allows technicians with SDAdmin privilege to include additional field values in change templates and to configure new change roles.

Go to Setup > Customization > Change Management.

List of tabs present in Customization page:

• Change Type
• CAB
• Change Risk
• Reason for Change
• Closure Code
• Stage and Status
• Change Role

Change type

Represents the impact of proposed changes on the organization in terms of cost and productivity.

You are allowed to edit/delete default change types.

You can pre-approve a change type that consists of evident changes (for example, standard changes). This will eliminate the approval process of the change in the CAB Evaluation stage.

• To do this, select Pre Approval when creating/editing a change type or click  next to the change in list view.

Creating a new change type

• Click New Change Type and enter the name and description. 
• Select a color adhering to its severity. 
• Select preapproval if required and save it as shown below.

Change Advisory Board (CAB)

CAB is a committee of members to assess, approve and prioritize changes. You can add as many CABs as you require. 

Members of CABs are requesters or technicians with login permission to the application. They shall recommend/reject a change in the CAB Evaluation stage. They cannot, however, approve a change and move it to the next stage (only Change Approver can do that). 

You can modify a CAB's members anytime irrespective of its association with active changes (i.e. CABs are dynamic).

Creating a new CAB

Click New CAB, enter the details and add its members as shown in the following screenshot.

Editing CAB members

The Settings iconnext to CABs allows you to edit/delete the CAB.

The CAB has access permissions set by default. You can edit its permissions under Change Roles in the Customization page of the Change Management.
Here's an illustration of the same.

Change Risk

Displays the criticality in implementing a change ensuring that the users are well informed of it.

Creating a new change risk

Click New Change Risk and fill out the details.

The following are some of the change risks that you can use.

You can edit/delete change risks using next to the change risk.

Reason for Change

Predefined causes that attribute to standard/frequent changes, which users can specify when creating change requests. You can generate a report on this and analyze why repetitive changes are initiated. 

The application provides a list of default reasons, which you can edit/delete.  

Adding a new reason

Click New Reason for Change, fill out the details and save it.

Closure Code

Displays various reasons for closing a change, whether it is closed on completion, cancellation, rejection, etc. Interpreting this in another way, closure code denotes the status (as approved, approval denied, deferred) of a change at the time of its closing. It helps the Change Manager comprehend when/why a change is closed. 

Users get to select closure code for a change request in the Closing stage. 

The application provides default closure codes which are shown in the screen capture below.

Creating a new closure code

Click New Closure Code and enter its name and description.

Editing a closure code

Use the Settingsbutton right next to the closure codes to edit/delete the closure code.

Stage and Status

Change Stage and Status share a single view page.

Stages indicate the progress of a change in its life cycle. Within every stage, you have statuses that will display information on the stagewise progress of the change. Each stage requires approval to proceed to the next stage.

Configuring stage and status

Eight default stages with brief descriptions on their advancement levels are displayed under the Stage and Status tab.

Editing a stage

The Settingsbutton next to stages allows you to edit the stage.

Status

Click the drop-down of a stage to view its default statuses, which you can edit.

Notifying the users

You can notify users (playing change roles) when a change request arrives at a status within a stage.

• Clickbeside a status in a stage.
• On the displayed window, select the change roles to be notified.
• Configure the notification and save it as shown in the screenshot below:

Creating a new status

Click the New Change Stage Status in Stage and Status page and fill out the details.

(or)

Select the drop-down beside a stage and click the Add.

Fill out the status details as shown below:

Change Role

The processing of change requests involves multiple tasks that have to be collectively performed by various roles like Change Manager, Change Approver, Reviewer, etc.

The application provides some default change roles with relevant permissions accessed. Their tasks are mentioned in the description.

Click a role to view its access permissions.
 

All roles have minimal uneditable permission to view all stages.

Predefined change roles come with the following default permissions, which you can edit (except in the case of Change Manager). You can grant the roles more permissions as well.

Use right next to the change roles to edit the role and its access permissions.

Editing a role accommodates altering the role's name and description, limiting it to technicians or extending it to all users and also modifying the access permissions.

Creating a new change role

• Click New Change Role and enter its name and description.
• Select whether the role will be played by technicians or all users.
• Sanction access permissions as required by the role and save it.

Allocating roles to users

• Unlike system roles that are pre-assigned to users, change roles are rather assigned when a change request is created/edited.
• User allocation to change roles vary with change requests (i.e. A user when assigned a role in a change request is allowed to perform associated tasks only within that request).
• Users can be assigned multiple roles.