Configuring a change request

Under the Changes tab, click New Change.

The change request form will be displayed. Before you fill out the required details, select the template and workflow. To learn more about change workflow, click here.

The SDAdmin can configure a change template under Setup>> Templates & Forms >> Change Template. To learn more about configuring change templates, click here.

Similarly, the SDAdmin can configure change workflows under Setup>> Automation >> Workflows. To learn more about configuring change workflows, click here.

On the displayed form, fill out the details using the pointers given below:

Choose the Change Requester from the drop-down.
Depending on whether the change is Minor, Major, Standard, or Emergency, choose the Change Type. To learn more about change types, click here.
Select whether the request is retrospective. That is, if the change was already implemented based on verbal approvals. These changes will be tracked.
Select the required group from the Group drop-down.
Similarly, select Impact, Priority, Urgency, Change Risk, Group, Change Owner, and Change Manager from the respective drop-downs.

While creating the change, the stage will be selected as Submission, by default. Select the corresponding status, and add any related comments in the Status Comments drop-down.

Under the CSI section, select Category, Sub-category, and Item. Then, add the Scheduled start and end date, followed by the Services Affected, Assets Involved, and the Reason for Change.
Provide a title to the change request, add a short description on it, append any related attachments, and select the Change Roles from the drop-downs.

The following table describes in detail each field on the Change Request form:

Field	Explanation
Choose Template	The template that contains information on the type of change requested, along with details on its impact, risks involved, change owner, etc. A change template auto-populates information into the change request form.
Choose Workflow	Workflow defines the complete life cycle with appropriate approvals at various stages of a change request.
Change Requester	The user who requests for the change process to be initiated.
Change Type	Refers to the whether it is a minor, major, significant, or standard change. These change types are configured under Setup >> Customization >> Change Management.
Retrospective	Refers to change requests that have already been completed through verbal approvals.
Group	Refers the technician group categorized by department, such as hardware, software, network, etc.
Impact	Describes whether this change will affect the business, department, group, or user.
Urgency	Refers to how urgent the change request is.
Priority	Whether the request is high, low, or medium priority.
Change Risk	Whether this involves high, low, or medium risk.
Change Owner	Lists the owner of the change request. This role is important in the Submission stage.
Change Manager	This role manages the change throughout the change life cycle.
Stage *	Lists one of the 8 stages of the change process.
Status *	Lists the status, depending on the stage selected.
Status Comment *	Contains any information to the status.
Category	Assign the change category of the CIs, such as routers, switches, etc.
Sub Category	The sub category of the asset select under category.
Item	The item based on the category and sub category selected.
Scheduled Start/End	The dates on which the change request will start and end. This is just an estimated schedule. The actual schedule may vary.
Services Affected	Lists the services that might be affected due this change.
Assets Involved	Contains the assets that might be affected or involved due to this change.
Reason for Change	Lists all the probable reasons why this change had to be initiated. These are configured under Setup >> Customization >> Change Management.
Title *	The name of the change request. (Limited to 250 characters.)
Description	A short description of what this change request entails. (Not size-limited.)
Attachments	Any associated files, documents, or images.
Roles	Change Approver: One who can approve/reject the change request
	Line Manager: One who is accountable for the entire life cycle of the change request.
	Reviewer: One who reviews and evaluates all the tasks in the change request.
	Implementer: One who implements all tasks in the change request within a specific time.
	UAT Owner: One who plans and validates tasks related to the UAT stage.

Create a change (For requesters)

Requesters can also create a change from the requester portal if necessary permissions have been configured by the admin.

Depending on the configuration, the requester portal may include an HTML widget to create a change request.

To create a change request,

Click the HTML widget or click Changes > New Change.
Select your preferred template from the pop-up
Fill out the form.
Finally, click Save.