How to edit a change record

The Change record's General tab has screen reader support. For more information, see Screen reader support.

This tab includes the following sections:

• General change details

  Field	Description
  Title	The title is a summary of the change request. 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.
  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.
  Reason for change	The reason for the change. Select the reason that most closely matches the purpose of the change request.
  Latest execution time	The date and time by when the change will complete.
  Justification	The justification for the change. What may happen if the change is not implemented? Best practice: be as specific as possible.
  Reported by	The person requesting the change.

• Classification

  Field	Description
  Priority	The priority for implementing the change. This is a read-only, calculated field that Service Management chooses based on the Impact and Urgency values. The following table describes the default priority matrix.   Enterprise Site or department Multiple users Single user Total loss of service Critical High High Medium Severe disruption High High Medium Medium Slight disruption High Medium Medium Low No disruption Medium Medium Low Low This matrix can be adjusted through business rule configuration.
  Owning group	The group responsible for dealing with the change.
  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.
  Owner	The person responsible for dealing with the change. Note: The drop-down list displays only people who are members of the owning group.
  Impact	The global effect on the user community. Consider whether the change affects the entire enterprise, a business unit, or an individual.
  Risk	The risk involved in making the change.
  Release	The release, if any, the change record is part of.
  Service	The service affected by the change. Services are usually related to one of the following: Infrastructure. For example, database or network services. 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”.
  Service component	The service component related to the change.
  Subtype	The subtype of the change. The following options are available: Minor Significant Major
  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: ALL MODELS MODELS BY SERVICE – the change models relevant to the selected service, and those change models that are not connected to a service MODELS BY CATEGORY - the change models relevant to the selected category, and those change models that are not connected to a category MODELS BY SERVICE AND CATEGORY – all of the following change models: Relevant to the selected service and the relevant category Not connected to a service, but relevant to the selected category Not connected to a category, but relevant to the selected service Not connected to a service, and not connected to a category 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 Change model notes When you select a change model, the drop-down list also displays the model's process type: normal, standard, or emergency change. 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. Service Management allows you to select a new model for a change record after you have created the record. Take care because this major operation may change the workflow type and overwrite field values. If you try to save a change record with a new change model, Service Management displays a confirmation message. To undo the selection, click Cancel and refresh the page. Note that refreshing the page also affects all edits since you last saved your work. Otherwise, continue editing and saving the record.

This tab includes the following sections:

Duration widget

If you have the appropriate permissions, you can configure the widget to display either of the following:

• Days, hours, and minutes

• Months, days, and hours

The length of a month is hard-coded in the widget at 30 days.

For more information, see "Precision" in Edit a field.

This tab includes the following sections:

In this tab you may add, change, or delete associations with business devices, infrastructure and peripheral assets, licenses, and system elements that are related to the record. When you link a device, an infrastructure asset, a license, or a system element to a record, you create an internal relationship between them. This tab also displays relevant affected services.

In this tab you can also view a topology impact map for each device and system element you choose, and the affecting CIs and a topology impact map for each affected service.

How to add an involved device, infrastructure and peripheral asset, license, or system element:

1. Click Add or the grid icon .

2. Select the required records. The added items appear in yellow.

3. Click Save.

Affected services connected to the selected involved devices are shown in the Affected Services part of the tab.

How to delete an involved device, infrastructure and peripheral asset, license, or system element:

1. Select the required records.

2. Click Remove. The selected items appear in strikethrough text.

3. Click Save.

How to view an impact map for a device:

1. In the Involved Devices section, select the device.

2. Click Show Impact . An impact map of the device is displayed.

How to view an impact map for a system element:

1. In the Involved System elements section, select the system element.

2. Click Show Impact . An impact map of the system element is displayed.

How to view the CIs affecting a service and an impact map:

1. In the Affected Services section, select the service.

2. Click View CIs affecting. A list of CIs affecting the service is displayed.

3. Select the CI whose impact map you want to view.

4. Click Show Impact . An impact map of the CI is displayed.

   The impact map highlights the path (or paths, if there is more than one) from the chosen CI (the device or system element) to the service.

You can zoom in and out of the impact map by using the mouse wheel button. If a text string is too long to be displayed, an ellipsis (…) appears. You can hover over the ellipsis to display the full text string.

You can hover over the following icons in the impact map:

• Owner avatar – a window is displayed with the owner’s details.

• Business criticality – a tooltip is displayed with the criticality.

• Location – a tooltip is displayed with the name of the location.

Depending on the size of the impact map and the browser window, Service Management may not display the subtype of a Device, Service or System Element. Hover over the subtype graphic to see a tooltip with this information.

The records displayed are those that are the causes of the current record, and those that are the effects of the current record.

1. In each section, the default sort order is first by record type, then by phase. You can click a column heading to reverse the sort order in any column.

   Field	Description
   Id	The identifier of the record. Click the ID value to link to the record.
   Title or Name	A short description provided by the end user.
   Phase Id	The current phase of the current record in the workflow.
   Priority	The priority is a value based on urgency and business impact values.
   Active	Indicates if the related record is active.

2. In the appropriate section, do one of the following:

   • Click  Add to create a relationship between the current record and another record.

     The Add related record dialog appears. The dialog box displays a list of potential related records. If you select an individual record, Service Management displays the contents of that record in the right pane.

     • If you want to search for more records, you can use the Search box at the top of the dialog box.

     • Find each record that you want to link, and click Add to select it.

     • When you have selected all the records that you want to link, click OK.

     • Click  Save on the toolbar.

   • Click  Remove to delete the relationship between the current record and the selected record.

     • Click OK to confirm the action.

     • Click  Save on the toolbar.

     This action removes the relationship only. It does not delete either record.

For more information about related records, see How to relate change records.

The Approvals tab is where you design, create, and edit approvals. It is also where you give or refuse approvals. The tabs that appear depend on the type of change. The parenthesized number on the tab is the number of approvals in each phase.

Approval plans are defined out-of-the-box for Normal and Emergency type changes. These plans are defined in the record definition of each of these types of changes. For more information, see Approval definitions.

You can edit the approval plans of a normal or emergency change workflow in the Approvals tab.

1. In the Change record, go to the Approvals tab.
2. Select a phase to display its approval plan.
3. Move the mouse over the Start node, and click the Edit    button.

4. Select an element to add to the plan. The following elements are available:

   Step	Description
   Approval	Requires one or more users to grant an approval before the workflow can move on to the next phase.
   Decision	A decision point that uses an Expression Language phrase to determine which path in the approval plan to follow.
   Join	Joins two or more nodes in the approval plan. Both must be completed before moving on to the next node in the plan.
   Path to	Creates a path between two nodes in the plan.

5. Fill in the relevant information for the selected node.

   • Approval

     Requires one or more users to grant an approval before the workflow can move on to the next phase.

     Available for the approval phases only.

     Title	A title for the approval.
     Strategy	The strategy to use to obtain the approval: All must approve. Every assigned user must grant an approval. All must approve - immediate deny. Every assigned user must grant an approval. If one user denies an approval, the approval is denied. Quorum. The majority of responses determines whether the approval is granted or denied. One must approve. Requires only one assigned user to grant an approval. The approval is granted regardless of the responses of the other users. One must approve – immediate deny. Requires only one assigned user to grant an approval. If one user denies an approval, the approval is denied. (The decision follows the first user who answers.)
     Add approver user	Adds a User line to the list of approvers where you can specify a user who must grant the approval.
     Add approver group	Adds a Group line to the list of approvers where you can specify a group that must grant the approval. When a user in the group assigns the approval to himself, the approval is removed from the Approvals queues of the other members of the group.
     Add approver expression	Adds an Expression line to the list of approvers where you can specify an Expression Language phrase to determine which users must grant an approval. You can also define a condition on which to base the resulting list of users. The condition is defined as an Expression Language phrase.

   • Decision

     A decision point that uses Expression Language phrases to determine which path in the task plan to follow:

     1. Enter the details of the decision to be made.

     2. Enter an Expression Language phrase to define when the decision must be made.

     3. For decisions that require a yes or no answer, you can use the predefined Yes/No decision options.

        Alternatively, click Advanced to define other decision options. In this case, the list of options always includes an otherwise option in case none of the defined options are met.

     4. For each decision option, define the next step.

        

6. To create a path from one node to another, click the Edit  button on the source node, select Path to, and click the destination node. A path is drawn from the source node to the destination node.

7. To ensure that certain tasks are completed before moving on with another task, you can direct them through a join node. Each task node leading into the join node must be completed before the task node leading out of the join node can be instantiated.

   

   To join nodes:

   1. Click the Edit button on one of the nodes, and select Join. A join node is added.

   2. Click the node that you want to join to the first node, and select Path to.

   3. Click the join node. Both nodes lead into the join node.

   4. Repeat to direct more nodes through the join node if desired.

8. Continue to build the plan in the same way from one node to another.
9. Save the plan.

The Related knowledge tab is where related knowledge or news articles are displayed.