Manage changes

When a change request is logged, the Change Analyst assesses the change request, implements a plan for delivering the change, and then notifies the Change Coordinator as to the impact of the change. The change request is then submitted for Change Approver, or Change Advisory Board (CAB)'s approval. Service Manager Mobile Applications provide the Change Management staff the ability to perform the following tasks from their smartphones:

• Review change requests.
• Approve or deny changes.
• Coordinate change implementation.
• Handle emergency change requests.
• Assign or reassign change requests.
• Add activity (or journal entry) entries.
• Review change requests.

An example of a change approver's possible actions for a change record include approving or denying change requests. To deny a pending change request, a Change Approver may do the following:

• Drill down into a single record.

• Deny the ticket.

• In the Update field, type detailed notes about the denied request.

Users can also drill down to the details of a field within a record. For example, if a Change Management staff wants to add an activity (or journal entry) update to a change request, he/she nay do the following:

• Search for the change record.

• Drill down into the record's activities.
• Add the necessary activity update.
• Make any other necessary changes.

Set the customer-visible flag for a change's activity

User role: All users

When you want to publish the activity (or journal entry) details of a change for customer viewing, you can set the customer-visible flag in a new activity entry.

To set the customer-visible flag in a new activity (or journal entry) entry, follow these steps:

1. Tap the change record you want to resolve. The Detail view of this record opens.
2. Tap the Activities tab.
3. In the New Update Type field, scroll up or down to select a type, and then tap Done.
4. Tap to highlight the check mark for the Visible to Customer field.
5. In the New Update field, add the details for the new activity (or journal entry).

6. Tap Save from the action bar to save the record.

The details of the new activity entry will become available for customer viewing on your customer support portal.

Approve, deny or retract a change

User role: Change Approver

You can approve or deny a change that is pending approval only if you are a member of the necessary approval group and you are assigned the appropriate Change Management user profile. You can also retract a change that has been previously approved or denied, if you are unwilling to commit resources or know of technical incidents that affect the request.

To process a change approval request, follow these steps:

1. Tap a change record from the Awaiting My Approval view. The Detail view of this record opens.
2. Review the change information and determine how you will process the approval request.

3. To approve a change, tap Approve from the action bar.

   Service Manager changes the Approval Status to approved, and the Change Manager updates the change and passes it to the Change Coordinator for implementation.

4. To deny a change, follow these steps:

   1. Tap Deny from the action bar.
   2. Type the reason you are denying the change, and then tap Save.

   Service Manager changes the Approval Status to denied, and no further approvals are possible until the denial is retracted.

5. To retract a change, follow these steps:

   1. Tap Retract from the action bar.
   2. Type the reason you are retracting the change, and then tap Save.

   Service Manager changes the Approval Status to pending, and the change request requires a new approval cycle to progress.