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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| 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
- Mark a change as review required
- 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
- 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
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:
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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.
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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.
Tip If you are creating a new change based on change models, you can use the search function on the form to quickly locate the change model that you want to use.
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
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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.
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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.
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Select an Assignment Group, and a Change Coordinator.
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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.
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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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