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 Manager9.41

Use > Change Management > Change Management workflows and user tasks > Create a new change record

Create a new change record

User Roles: Problem Manager, Change Coordinator, Release Manager

Sometimes you will need to create a new change request, which is not automatically created from an existing record. Depending on how your administrator has configured the Change Management global settings, you open a new change either by selecting a change model or by selecting a change category. By default, you open a new change by selecting a change model.

To create a new change request, follow these steps:

Click Change Management > Create New Change in the System Navigator.

Or

From the To Do Queue, select Change in the Queue field, and click New.

Note If your home page is not the To Do Queue and you have no access to Change Management menu items, click Miscellaneous > My Preferences to change your home page to To Do Queue, and then log off and log back in.
If a list of change models is displayed (which are grouped by change category and subcategory), drill down the change categories to select a change model for the new change request. If a list of change categories is displayed, select a change category for the new change request.

Service Manager displays a new form, automatically assigns a change ID, and populates the following fields with values based on your previous selections:
- Phase
- Category
- Change Requester
  
  The Change Model and Subcategory fields are empty if you selected a change category in this step. If you like, you can click More or the More Actions menu and select Apply Change Model to select a change model. The Category and Subcategory fields are automatically updated based on the change model you apply.
Update the Change Requester field if you are creating the change request on behalf of someone else.
Complete the following mandatory fields:
- Title
- Requested End Date
- Reason for Change
- Service
- Impact
- Urgency
- Description
- Effect of not Implementing
Optionally, in the Scope field, enter a description of the change scope.
Select an Assignment Group, and a Change Coordinator.
If you need to upload an attachment, click the Attachments tab, and then click Add Files to upload one or more attachments.

Note To remove an uploaded attachment, select the attachment file, and click Remove.
Complete the form with other required information and any additional information, and click Save.
Service Manager automatically calculates the Priority value based on the Impact and Urgency values you selected. A notification of the change is sent to the selected change initiator.

Service Manager automatically populates the Priority field with a value that is calculated based on the Impact and Urgency values you selected.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

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