Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

Use > Build > Change Management > Change notification rules

Change notification rules

Service Management sends an email notification to designated users when a business rule triggers a notification event. The following sections describe the notifications. The default business rules define the recipients according to the user or group identified in the change record, but an administrator must first do the following:

Assign the appropriate Change Management roles to the named users.
Populate groups with users who also have the appropriate roles to add, change, or update change records.

All change types

New change

Template	Recipients	Content	Notes
Template definition for change has been opened	Service owner Requested by person Change Manager Group members	Change title ID Service Category Description Justification	Confirmation of new change record created.

Comment added

Template	Recipients	Content	Notes
New comment added	Change owner Change Manager Group members All commenters	Change title ID Last three comments with avatars	Confirmation of new comment

Emergency changes

Enters Build and test phase

Template	Recipients	Content	Notes
Template definition for change has been opened	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification	Confirmation Build and test phase reached.

Template

Recipients

Content

Notes

Template definition for change has been opened

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification

Confirmation Build and test phase reached.

Enters ECAB phase

Template	Recipients	Content	Notes
Template definition for change has reached the deployment approval phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority	Confirmation ECAB phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the deployment approval phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority

Confirmation ECAB phase reached.

Transitions from ECAB phase

Template	Recipients	Content	Notes
Template definition for ECAB denial of Change	Reported by person Change owner	Change title ID Service Category Description Justification Priority	From ECAB to Plan. Confirmation approval for change denied.
All included changes have been approved	Release owner	Change title ID Release title Service Creation time Scheduled start time Scheduled end time Description Justification Release type Owner Priority Risk	From ECAB to Execute. Change is part of a release, and is the last change to be approved among all the release changes.

Enters Execute phase

Template	Recipients	Content	Notes
Template definition for change has reached the execute phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Scheduled start Scheduled end	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the execute phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Scheduled start
Scheduled end

Confirmation Execute phase reached.

Enters Remediate phase

Template	Recipients	Content	Notes
Template definition for change has reached the backout phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Remediation plan	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the backout phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Remediation plan

Confirmation Execute phase reached.

Leaves Deployment metaphase

Template	Recipients	Content	Notes
All included changes have been approved	Release owner	Change title ID Release title Service Scheduled start time Scheduled end time Description Release type Owner Priority	Change is part of a release, and is the last change to be deployed among all the release changes.

Enters CMDB update phase

Template	Recipients	Content	Notes
Template definition for change has reached the CMDB update phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description	Confirmation CMDB update phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the CMDB update phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description

Confirmation CMDB update phase reached.

Enters Review phase

Template	Recipients	Content	Notes
Template definition for change has reached the review phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Actual start Actual end	Confirmation Review phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the review phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Actual start
Actual end

Confirmation Review phase reached.

Enters Close phase

Template	Recipients	Content	Notes
Template definition for closed change	Change Manager Group members	Change title ID Service Category Description Priority Review results	Confirmation change record has been closed.

Enters Abandon phase

Template	Recipients	Content	Notes
Template definition for abandoned change	Change Manager Group members	Change title ID Service Category Description Justification Priority	Confirmation Abandon phase reached.

Normal changes

Enters Plan phase

Template	Recipients	Content	Notes
Template definition for change has reached planning phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority	Confirmation Plan phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached planning phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority

Confirmation Plan phase reached.

Enters Approve plan phase

Template	Recipients	Content	Notes
Template definition for change has reached technical approval phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Scheduled start Scheduled end	Confirmation Approve plan phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached technical approval phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Scheduled start
Scheduled end

Confirmation Approve plan phase reached.

Transitions from Approve plan to plan phase

Template	Recipients	Content	Notes
Template definition for plan denial of change	Change owner Reported by person	Change title ID Service Category Description Justification Priority	Confirmation approval for change denied.

Enters Build and test phase

Template	Recipients	Content	Notes
Template definition for change has reached build phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority	Confirmation Build and test phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached build phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority

Confirmation Build and test phase reached.

Enters Approve deployment phase

Template	Recipients	Content	Notes
Template definition for change has reached the deployment approval phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority	Confirmation Approve deployment phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the deployment approval phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority

Confirmation Approve deployment phase reached.

Transitions from Approve deployment phase

Template	Recipients	Content	Notes
Template definition for plan denial of change	Reported by person Change owner	Change title ID Service Category Description Justification Priority	From Approve deployment to Build and test. Confirmation approval for deployment denied.
Template definition for deployment denial of change	Reported by person Change owner	Change title ID Service Category Description Justification Priority	From Approve deployment to Plan. Confirmation approval for deployment denied.
All included changes have been approved	Release owner	Change title ID Release title Service Creation time Scheduled start time Scheduled end time Description Justification Release type Owner Priority Risk	From Approve deployment to Execute. Change is part of a release, and is the last change to be approved among all the release changes.

Enters Execute phase

Template	Recipients	Content	Notes
Template definition for change has reached the execute phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Scheduled start Scheduled end	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the execute phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Scheduled start
Scheduled end

Confirmation Execute phase reached.

Enters Remediate phase

Template	Recipients	Content	Notes
Template definition for change has reached the backout phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Remediation plan	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the backout phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Remediation plan

Confirmation Execute phase reached.

Leaves Deployment metaphase

Template	Recipients	Content	Notes
All included changes have been approved	Release owner	Change title ID Release title Service Scheduled start time Scheduled end time Description Release type Owner Priority	Change is part of a release, and is the last change to be deployed among all the release changes.

Enters CMDB update phase

Template	Recipients	Content	Notes
Template definition for change has reached the CMDB update phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description	Confirmation CMDB update phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the CMDB update phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description

Confirmation CMDB update phase reached.

Enters Review phase

Template	Recipients	Content	Notes
Template definition for change has reached the review phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Actual start Actual end	Confirmation Review phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the review phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Actual start
Actual end

Confirmation Review phase reached.

Enters Close phase

Template	Recipients	Content	Notes
Template definition for closed change	Service owner Change Manager Group members	Change title ID Service Category Description Priority Review results	Confirmation change record has been closed.

Enters Abandon phase

Template	Recipients	Content	Notes
Template definition for abandoned change	Service Owner Change Manager Group members	Change title ID Service Category Description Justification Priority	Confirmation Abandon phase reached.

Standard changes

Enters Plan phase

Template	Recipients	Content	Notes
Template definition for change has reached planning phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority	Confirmation Plan phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached planning phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority

Confirmation Plan phase reached.

Transitions from Plan to Execute phase

Template	Recipients	Content	Notes
All included changes have been approved	Release owner	Change title ID Release title Service Creation time Scheduled start time Scheduled end time Description Justification Release type Owner Priority Risk	Change is part of a release, and is the last change to be approved among all the release changes.

Enters Execute phase

Template	Recipients	Content	Notes
Template definition for change has reached the execute phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Scheduled start Scheduled end	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the execute phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Scheduled start
Scheduled end

Confirmation Execute phase reached.

Enters Remediate phase

Template	Recipients	Content	Notes
Template definition for change has reached the backout phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Remediation plan	Confirmation Execute phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the backout phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Remediation plan

Confirmation Execute phase reached.

Leaves Deployment metaphase

Template	Recipients	Content	Notes
All included changes have been approved	Release owner	Change title ID Release title Service Scheduled start time Scheduled end time Description Release type Owner Priority	Change is part of a release, and is the last change to be deployed among all the release changes.

Enters CMDB update phase

Template	Recipients	Content	Notes
Template definition for change has reached the CMDB update phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description	Confirmation CMDB update phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the CMDB update phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description

Confirmation CMDB update phase reached.

Enters Review phase

Template	Recipients	Content	Notes
Template definition for change has reached the review phase	If Reported by person is blank: Change Manager Group members Otherwise: Reported by person	Change title ID Service Category Description Justification Priority Actual start Actual end	Confirmation Review phase reached.

Template

Recipients

Content

Notes

Template definition for change has reached the review phase

If Reported by person is blank:

Change Manager Group members

Otherwise:

Reported by person

Change title
ID
Service
Category
Description
Justification
Priority
Actual start
Actual end

Confirmation Review phase reached.

Enters Close phase

Template	Recipients	Content	Notes
Template definition for closed change	Service owner Change Manager Group members	Change title ID Service Category Description Priority Review results	Confirmation change record has been closed.

Enters Abandon phase

Template	Recipients	Content	Notes
Template definition for abandoned change	Service owner Change Manager Group members	Change title ID Service Category Description Justification Priority	Confirmation Abandon phase reached.

For more information about customizing notification templates, see Notifications.

Change notification rules

All change types

New change

Comment added

Emergency changes

Enters Build and test phase

Enters ECAB phase

Transitions from ECAB phase

Enters Execute phase

Enters Remediate phase

Leaves Deployment metaphase

Enters CMDB update phase

Enters Review phase

Enters Close phase

Enters Abandon phase

Normal changes

Enters Plan phase

Enters Approve plan phase

Transitions from Approve plan to plan phase

Enters Build and test phase

Enters Approve deployment phase

Transitions from Approve deployment phase

Enters Execute phase

Enters Remediate phase

Leaves Deployment metaphase

Enters CMDB update phase

Enters Review phase

Enters Close phase

Enters Abandon phase

Standard changes

Enters Plan phase

Transitions from Plan to Execute phase

Enters Execute phase

Enters Remediate phase

Leaves Deployment metaphase

Enters CMDB update phase

Enters Review phase

Enters Close phase

Enters Abandon phase

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