Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
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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- Change Management workflows and user tasks
- Create a new change record
- Create a change request from a change proposal
- Create a new change with a Release Management category
- Apply a change model to an existing change record
- Update a change request
- Update multiple change requests
- Update multiple task records
- Return a change request to the requester
- Abandon a change request
- Assign a change owner for a change request
- Assess the risk and impact of a change
- Prioritize a change request
- Plan and schedule a Standard change
- Use Task Planner to plan change tasks
- Cancel open tasks for a change record
- Validate a Normal change
- Relate a change to another record
- Unrelate a change to another record
- Approve a change request
- Update an active approval delegation
- Delegate approvals to another operator
- Disable an active approval delegation
- Copy an approval delegation
- Build and test a change
- Implement a Standard change
- Implement an Emergency change
- Implement a Normal change
- Update the CMDB for associated configuration items
- Close a change task
- Review and close a change
- Reopen a change request or task
- View the alert log of a change
- Change the phase of a change
- Change the category of a change
- Print a change request
- Print a change request list
- Set a reminder for a change request
- View a list of services potentially affected by an outages
- Send a notification from a task or change request
- Manually calculate Time Period conflicts for a change
- Access Change Management reports
Review and close a change
Applies to User roles: Change Coordinator, Change Manager
The process of reviewing and closing a change varies with the change workflow: Change Proposal, Standard, Emergency, or Normal.
Change Proposal
Once a change request has been created from a change proposal, you can review and close the change proposal.
To review and close a change proposal, follow these steps:
- Click Change Management > Search Changes.
- Locate the change proposal you want to close.
- Click the Related Records tab, and open the linked change request to verify that it contains correct and sufficient information.
- Return to the change proposal, and click Close.
- Enter a closure code and closure comments.
- Click Finish.
Standard, Emergency, or Normal
Once a Standard, Normal, or an Emergency change is implemented, you need to review the change implementation, and then select one of the options as described in the following table.
Caution You cannot reopen a Change Proposal, Standard, Emergency, or Normal change request once it is closed.
No. | Option | Description | Notes |
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1 | Directly close the change |
Select this option if the change is successful and can be closed immediately. |
Standard and Emergency changes only |
2 | Perform a Post-Implementation Review (PIR) and then close the change |
Select this option if you need to perform a PIR before closing the change record. The purpose of a PIR is to confirm the following items before closing the change:
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Standard and Emergency changes only |
3 | Update the Configuration Management Database (CMDB) and then close the change |
Select this option if the change is successful and you need to update the CMDB for the affected CIs before closing the change record. |
Normal changes only |
4 | Update the CMDB and then perform a PIR and close the change |
Select this option if you need to update the CMDB for the affected CIs and need to perform a PIR before closing the change record. |
Normal changes only |
5 | Conduct remediation and then perform a PIR and close the change | Select this option when remediation is needed before performing a PIR and closing the change. | Standard, Emergency, and Normal changes |
To review and close a Standard, Normal, or an Emergency change, follow these steps:
- Click Change Management > Search Changes.
- Locate the change you want to close.
- Review the change implementation results, and proceed to one of the following options.
- Option 1: Directly close the change.
- Click Close.
- If the subcategory being displayed is incorrect, select the correct one.
- Select a closure code, and add closure comments.
- Click Finish.
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Option 2: Request a PIR before closing the change.
- Click Request PIR. The change moves to the Post Implementation Review phase.
- Perform a post-implementation review.
- In the Review Results field, enter your review results.
- Click Close.
- If the subcategory being displayed is incorrect, select the correct one.
- Select a closure code, and add closure comments.
- Click Finish.
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Option 3: Update the CMDB and then close the change.
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Update the CMDB for associated CIs of the change. For details, see Update the CMDB for associated configuration items.
Caution Make sure that all CI attribute/relationship changes (if any) are in Validated or Canceled status. If any of them are still in Proposed status, you will not be able to close the change later.
- Click Close to close the change.
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Option 4: Update the CMDB and then perform a PIR and close the change.
- Update the CMDB for associated CIs of the change. For details, see Update the CMDB for associated configuration items.
- Continue as described in option 2.
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Option 5: Conduct remediation before performing a PIR and then closing the change.
- Click Remediation.
- In the Remediation Method field, select Full or Partial.
- In the Remediation Comments field, enter your comments.
- Continue as described in option 2.
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