How to edit a change model

Note If you edit a change model, the changes have no effect on existing change records, but affect all new change records created after the edit.

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.

  1. From the main menu, select Build > Change > Models.

  2. Select the change model.

    To filter the record list, click the Add filter  button. For more information, see Filters.

  3. Click the record identifier in the ID column to display the selected record.

    • In the right panel, there are Change Analytics widgets that display information about changes relevant to the model you are viewing. Relevant means these changes used the same model and were closed within the preceding six months.

      • Success analysis widget

        This displays, as a pie chart, the successful, relevant changes out of all the closed changes that used the model you are viewing.

        If you point to the chart, actual percentages are displayed.

        If you click on a portion of the pie chart, Service Management takes you to a filtered list of changes to match the portion you clicked on. For example, if you click on the successful portion, displays all the successful, relevant changes that used the model you are viewing.

      • Risk statistics

        This displays, as a bar chart, the risk profile of all the relevant changes.

        If you point to the chart, actual percentages are displayed.

        If you click on a bar in the chart, Service Management takes you to a filtered list of changes to match the bar you clicked on. For example, if you click on the High risk bar, Service Management displays all the high risk changes that used the model you are viewing.

  4. Edit each of the following sections as required.

  5. Edit the General model details section.

    Field Description
    Title

    A name for the model.

    Best practice: Choose a meaningful, descriptive, and relatively short name. The name is often the only identification used in selection lists and in other areas to identify components.

    Description

    A description that captures the details of the model.

    Service

    The service affected by a change created using this model.

    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.

    Note: If you do not select a value, the model affects all services. When creating a change using this model, you must select a specific service.

    Category

    The category of a change created using this model. Service Management uses the category to classify change records.

    Change type

    The type of change record sets the workflow type.

  6. Click Attachments > Add to upload a file to the change model.

    Note

    • The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.

    • The maximum file size of an attachment is 10 MB.

    • If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.

    • Attachments are not visible in the Service Portal.

  7. Click the Workflow tab, to view the workflow for the model.

    The following may only be edited when the model is in draft status:

    • Change type

    • Task plans

    • Default values

    To change the status to active, you must have the appropriate rights. For more information about model status, see How to activate a change model.

  8. Click the User options tab to add custom fields to the model.

    The user options tab allows you to add custom fields to the change model.

    1. Click New field to add a field.

      The properties for each field are shown in the right pane.

      Property Description
      Name

      The name of the user option. The name:

      • Must start with an upper case letter.
      • May contain alphanumeric characters only (A-Z, a-z, 0-9).
      • May not contain spaces.
      • Must end with _c. This suffix is added automatically. You do not need to enter it manually.
      Display name The display name of the field in the Service Management user interface.
      Field type

      The field type:

      • String. A textual value.

      • Boolean. A true or false value.

      • Numeric. A numeric value.

      • List. A list of values. Select a predefined list, or click Plus icon Add to define a new list. Edit the list's items if desired.

        When List is selected, the List order field appears. Select Alphabetical to sort the list alphabetically, or Ordinal to sort the list by the user-defined order. For more information, see Create or edit a list in the User Options tab.

        For editable lists, you can edit the list items here. For more information, see Lists.

      • Date. A date value.

      • Rich text. A value in rich text format.

      Field size The size of the field in the Service Management user interface. Select Medium or Large. In the Service Portal, all fields are displayed as a fixed size, one field per line, regardless of the selected field size.
      Required Determines whether the field is mandatory or not. That is, if selected, the user must fill in a value for this field.
      Map values by

      Enables mapping fields from a parent list to the items in this list.

      Available: For the List field type only.

    2. Repeat for each new field.

    3. Click the Move Up and Move down buttons on the toolbar to determine the order in which the user options should be displayed.

  9. Click the Rules tab to add business rules to the model.

    For each of the process events, you can add rules to run before or after the general record business rules. For more information, see Change model business rules.

  10. Click the Task plan tab to add tasks to the model.

    For more information about the task plan, see How to build a task/approval plan.

  11. Click the Approvals tab to add approvals to the model.

    For more information about approvals, see How to build a task/approval plan.

  12. Click the Default values tab and complete the information relevant for the model.

    Note the record fields displayed are the same as those detailed in How to create a change record. However, out-of-the-box, Service Management disables some fields when creating a change model. If you have the appropriate rights, you can customize this behavior.

    1. General change details

      Field Description
      Title This field is not relevant when creating a change model. This field is enabled when you create a record.
      Description

      A description that captures the details of the change.

      Reason for change

      The reason for the change. Choose a reason that most closely matches the purpose of the change request.

      Latest execution time

      The date and time by when the change is to be completed.

      Justification

      The justification for the change. What is the reason for the change?

      Best practice: be as specific as possible.

      Reported by

      This field is not relevant when creating a change model. This field is enabled when you create a record.

    2. Classification

      Field Description
      Priority The priority for implementing the change. This is a read-only calculated field.
      Owning group

      The group responsible for dealing with the change. Expression Language mode is available to complete this field.

      Urgency

      This field is not relevant when creating a model. This field is enabled when you create a record.

      Owner

      The person responsible for dealing with the change. Expression Language mode is available to complete this field.

      Note: The drop-down list only displays people who are members of the owning group.

      Impact

      The global effect on the user community. Consider whether the problem affects the entire enterprise, a business unit, or an individual. Expression Language mode is available to complete this field.

      Risk

      The risk involved in making the change. Expression Language mode is available to complete this field.

      Service This field is not relevant when creating a change model. This field is enabled when you create a record.
      Category This field is not relevant when creating a change model. This field is enabled when you create a record.
      Change model This field is not relevant when creating a change model. This field is enabled when you create a record.

      Simple and Expression Language modes

      For the indicated fields, the following are available:

      • Simple Mode. Enter the default value in the text box, or for a list, select a value from the drop-down list, or select or deselect an option field.

      • Expression Language Mode. Enter an Expression Language phrase that returns the default value.

      Click the Expression Language button to toggle between these options. When the button is selected (green), the field is in Expression Language mode. When it is not selected (white), the field is in Simple mode. For a full list of Expression Language functions, see Expression Language functions and syntax.

    3. Change plan

      Field Description
      Build and test required

      Marks the change as requiring a build and test. Ensure you clear this check box if a build and test is not required. Expression Language mode is available to complete this field.

      Implementation plan Details of the implementation plan.
      Remediation plan Details of the remediation plan.
      External reference The relevant external reference number, if available.
    4. Scheduled times

      Field Description
      Breach status This field is not relevant when creating a change model. This field is enabled when you create a record.
      Scheduled start This field is not relevant when creating a change model. This field is enabled when you create a record.
      Scheduled end This field is not relevant when creating a change model. This field is enabled when you create a record.
      Scheduled duration The scheduled duration for the change. Click the duration to display a widget for editing the value.
      Scheduled DT start This field is not relevant when creating a change model. This field is enabled when you create a record.
      Scheduled DT end This field is not relevant when creating a change model. This field is enabled when you create a record.
      Scheduled DT duration The scheduled downtime duration for the change. Click the duration to display a widget for editing the value.
  13. Click the Discussions tab to view any relevant conversations about the model.

    For more information about discussions, see Discussions.

  14. To view changes or updates made to the record, click the History tab. For more information, see History.
  15. Click Save.

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.

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