Creating a Change after Change Request Approval
Creating a Change after Change Request Approval -
NOTE: How to Video available HERE
A Change Request (CR) will be entered into Fresh service by the Requester and either approved or rejected by the Product Line Manager. After a CR has been approved, the Product Line Manager will move the CR ticket into the appropriate Group for processing.
Once the CR has been moved to the appropriate Group, it will need to be converted from a Change Request into a Change.
STEP 1: In the upper right hand corner, click Associate and then Change initiated by this ticket.
STEP 2: Complete the form.
NOTE: Fields with the red * are required to be completed in order to create the Change.
a: The requester's name should auto populate. This can be modified if necessary.
b: Update the Subject field if needed.
c. Update the status from Backlog to In Progress when the Change is being actively worked on.
c: Chose from the list of Products or Services.
d: Update the Priority field if needed.
e: Update the Impact field if needed.
f: Update the Risk of the Change if needed.
g: Update the Change Type as needed.
h: If this change results in a noticeable impact to end users, change to Yes.
i: If this change requires the Service Desk to be aware, change to Yes.
j: If this change necessitates an announcement to users on SwinNet, change to Yes.
k: Update the Group that the Change is associated with.
l: Update the Agent the Change is being assigned to.
m: Update the Description field if necessary. Add as much detail as possible (it is possible that another agent will complete this change).
n: Fill in the Vendors Reference number if applicable.
o: Enter expected start date of when the Change will be worked on.
p: Enter the expected end date of when the Change will be completed.
q: Enter the Company that the Change is being made for.
r: The Maintenance Window field is not being used at this time; but, cannot be removed. Just ignore
s: Drag and drop or click to add any associated attachments.
t: Click Associate.
After the Change has been created, the Agent will need to go back to the Change Request and execute the closing scenario.
STEP 1: In the upper right hand corner, click ... and Execute Scenario.
STEP 2: Click CR3 - Change Created - Execute
When the Change Request (CR) scenario is executed, an automated process will do the following:
- An email will be sent to the requestor telling them their request is moving forward in the Change process. They will also get a separate email letting them know that their Change Request ticket has been closed.
- Updates the CR ticket indicating a Change has been created.
- Updates the status of the ticket to Resolved.
