How to create a change record
You can create a change record with the following methods:
Note For information about the difference between creating a change based on an existing change, and cloning an existing change, see Mapping records created from a change record.
Method 1: create a change from an existing record
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To create a change based on an existing change record:
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From the , select Build > Change. Service Management displays a list of all change records.
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Select the record that you want to use as the basis for the change.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Click the record identifier in the ID column to display the selected record.
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Click More > Create change from record. Service Management displays the new change with the values copied from the original change.
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Edit the record as required, then click Save.
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To create a change by cloning an existing change record:
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From the , select Build > Change. Service Management displays a list of all change records.
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Select the record that you want to use as the basis for the change.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Click the record identifier in the ID column to display the selected record.
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Click Duplicate on the . Service Management creates the change record with the values of the original change, saves, and displays it.
Note
The automatically generated Title of the new change is the title of the existing change with a suffix of Copy.
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To create a change based on an existing incident record:
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From the , select Run > Incident > Incidents. Service Management displays a list of all incident records.
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Select the record that you want to use as the basis for the change.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Click the record identifier in the ID column to display the selected record.
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Click More > Create change from record. Service Management displays the new change with the values copied from the original incident.
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Edit the record as required, then click Save.
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To create a change based on an existing problem record:
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From the , select Run > Problem. Service Management displays a list of all problem records.
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Select the record that you want to use as the basis for the change.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Click the record identifier in the ID column to display the selected record.
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Click More > Create change from record. Service Management displays the new change with the values copied from the original problem.
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Edit the record as required, then click Save.
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Method 2: create a new change
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From the , select Build > Change.
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Click
New. Service Management displays the New Change form. Service Management does not assign a change ID until you save the record. -
Complete the Change Details section
This section contains basic information about the change that helps efficient change management. The more detail that you provide, the easier it is to match new changes with completed changes.
Field Description Service The service affected by the change.
Services are usually related to one of the following:
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Infrastructure. For example, database or network services.
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Business services. For example, email or a web portal.
The selected service affects the change model you can select. See “Change model”.
Category The category of the change. Service Management uses the category to classify change records.
The selected category affects the change model you can select. See “Change model”.
Title A title for the change.
Best practice: choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify components.
Reason for change The reason for the change. Choose the reason that most closely matches the purpose of the change request.
Description A description that captures the details of the change. Service Management may automatically recognize CIs whose details are entered here. See CI Detection - Automatic recognition of CIs.
Change model A collection of predefined values. Selecting the model automatically populates the relevant fields and creates the tasks necessary to complete the change.
In the drop-down, change models are grouped as follows:
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ALL MODELS
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MODELS BY SERVICE – the change models relevant to the selected service, and those change models that are not connected to a service
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MODELS BY CATEGORY - the change models relevant to the selected category, and those change models that are not connected to a category
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MODELS BY SERVICE AND CATEGORY – all of the following change models:
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Relevant to the selected service and the relevant category
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Not connected to a service, but relevant to the selected category
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Not connected to a category, but relevant to the selected service
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Not connected to a service, and not connected to a category
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The change models available for selection depend on the selected Service and Category.
Service selected Category selected Change models displayed No No ALL MODELS Yes No MODELS BY SERVICE No Yes ALL MODELS
MODELS BY CATEGORY
Yes Yes MODELS BY SERVICE AND CATEGORY
MODELS BY SERVICE
Note
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When you select a change model, the drop-down list also displays the model's process type: normal, standard, or emergency change.
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After you select a change model, you may overwrite any field values which the change model provided. If you do so, saving the record saves the overwritten field values, and not the values which the change model provided.
Emergency Marks the change as an emergency change.
Note
- This option is only available to a Change Coordinator, Change Manager, Incident Analyst, Incident Coordinator, or Incident Manager.
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Once the record is saved as an emergency change, you cannot undo that selection. That is, it remains as an emergency change, even if you select a different change model.
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Complete the Request for execution section
Field Description Latest execution time The date and time by when the change is to be complete.
Urgency The urgency value describes how important the issue is for the customer. Service Management uses the urgency value to calculate the priority for the change implementation.
Justification The justification for the change. What may happen if the change is not implemented?
Best practice: Be as specific as possible.
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Complete the User options section
This section contains any user options. These are cloned from the change model for the record.
For more information about user options, see User options.
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Click
Save.
