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Search for | Example | Results |
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A single word | cat
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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 |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Out-of-the-box business rules
- Change transition rules
- Release transition rules
- Incident transition rules
- Problem transition rules
- Idea process - Business rules
- Optimization process - Business rules
- Proposal process - Business rules
- Service definition process - Business rules
- System element process - Business rules
- Service component process - Business rules
- Fixed asset process - Business rules
- Cost center process - Business rules
- Actual service process - Business rules
- Device process - Business rules
- Asset model process - Business rules
- Infrastructure & peripheral process - Business rules
- Subscription process - Business rules
- Reservation process - Business rules
- License process - Business rules
- Contract process - Business rules
- Vendor (Company) process - Business rules
Change transition rules
The following information identifies each supported transition in the Change Management workflow for a normal change. Notice that it is possible for a record to return to an earlier phase in the workflow if the status changes to a certain value.
The Action or Condition column in the tables for each phase, show fields that contain data either entered by the end user or automatically provided by Service Management. At the start of each phase, Service Management verifies that the user-defined values set in the last phase are unchanged. If there is a change, the record can return to a prior phase or repeat an action.
All changes begin with the Log phase.
Log phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
If not set by the user, Service Management sets default values
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After change |
Required fields must contain data:
Service Management actions:
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Service Management transitions to the Evaluate phase if required fields contain valid data.
All changes transition from Log to the Evaluate phase.
Evaluate phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions: Send a notification that a new change record has been created, to the Service Owner and the Change Manager. |
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After change |
Required fields must contain data:
New required fields:
Service Management actions:
Set Priority equal to a value from the following table:
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Service Management transitions to one of these phases:
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Plan phase, if Assigned group has a valid value.
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Abandon phase, if Closure code = Abandoned.
Changes transition from Evaluate to the Plan or Abandon phase.
Plan phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
New required field:
Service Management actions: Set Priority equal to a value from the following table:
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Service Management transitions to one of these phases:
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Approve plan phase, if all of the following have a valid value:
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Assigned group
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Risk assessment
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Remediation plan
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Back-out plan
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Scheduled start date
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Scheduled end date
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Abandon phase, if Closure code = Abandoned.
Changes transition from Plan to the Approve plan or Abandon phase.
Approve plan phase
Event | Action or Condition |
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Entering |
Service Management actions:
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Service Management transitions to one of these phases:
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Build and test phase, if all of the following are true:
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All tasks are complete
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Approval status = Approved
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Build and test required = true
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Approve deployment phase, if all of the following are true:
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All tasks are complete
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Approval status = Approved
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Build and test required = false
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Plan phase, if Approval status = Denied.
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Abandon phase, if Closure code = Abandoned.
Changes transition from Approve plan to the Build and test, Approve deployment, Plan, or Abandon phase.
Build and test phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
New required fields:
Service Management actions: Set Priority equal to a value from the following table:
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Service Management transitions to one of these phases:
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Approve deployment phase, if all of the build and test tasks are complete.
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Abandon phase, if Closure code = Abandoned.
Changes transition from Build and test to the Approve deployment or Abandon phase.
Approve deployment phase
Event | Action or Condition |
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Entering |
Service Management actions:
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Service Management transitions to one of these phases:
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Execute phase, if Approval status = Approved.
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Build and test phase, if all of the following are true:
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Approval status = Denied
- Build and test required = true
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Plan phase, if all of the following are true:
- Approval status = Denied
- Build and test required = false
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Abandon phase, if Closure code = Abandoned.
Changes transition from Approve deployment to the Execute, Build and test, Plan, or Abandon phase.
Execute phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
Service Management actions: Set Priority equal to a value from the following table:
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Service Management transitions to one of these phases:
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CMDB Update phase, if all of the following are true:
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All execute tasks are complete
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Execution start date has a valid value
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Execution end date has a valid value
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Remediatie phase, if Remediate comment is not blank
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Abandon phase, if Closure code = Abandoned
Changes transition from Execute to the CMDB Update, Remediate, or Abandon phase.
CMDB Update phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
New required fields:
Service Management actions: Set Priority equal to a value from the following table:
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Service Management transitions to one of these phases:
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Review phase, if all update CMDB tasks are complete.
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Abandon phase, if Closure code = Abandoned.
Changes transition from CMDB update to the Review or Abandon phase.
Review phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
Service Management actions: Set Priority equal to a value from the following table:
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Service Management transitions to the Close phase if all review tasks are complete.
All changes transition from Review to the Close phase.
Close phase
Event | Action or Condition |
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Entering | Service Management sends a notification to the Change Manager with the review results, confirming the change has reached the close phase. |
Remediate phase
Event | Action or Condition |
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Entering |
Service Management actions:
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After change |
Required fields must contain data:
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Service Management transitions to the Review phase if all remediation tasks are complete.
All changes transition from Remediate to the Review phase.
Abandon phase
Event | Action or Condition |
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Entering | Service Management sends a notification to the Change Manager, confirming the change is abandoned. |
Related topics