Creating a Problem or Change in Fresh
Creating a Problem or Change in Fresh -
NOTE: How to Video available HERE
STEP 1: In the upper right hand corner, click + and then click Change.
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: Chose from the list of Products or Services.
d: Update the status from Backlog to In Progress when the Change is being actively worked on.
e: Update the Priority field if needed.
f: Update the Impact field if needed.
g: Update the Risk of the Change if needed.
h: Update the Change Type as needed.
i: If this change results in a noticeable impact to end users, change to Yes.
j: If this change requires the Service Desk to be aware, change to Yes.
k: If this change necessitates an announcement to users on SwinNet, change to Yes.
l: Update the Group that the Change is associated with.
m: Update the Agent the Change is being assigned to.
n: Update the Description field if necessary. Add as much detail as possible (it is possible that another agent will complete this change).
o: Fill in the Vendors Reference number if applicable.
p: Enter expected start date of when the Change will be worked on.
q: Enter the expected end date of when the Change will be completed.
r: Enter the Company that the Change is being made for.
s: Drag and drop or click to add any associated attachments.
t: The Maintenance Window field is not being used at this time; but, can not be removed. Just ignore it.
u: Fill in the Business Value and ROI if applicable.
v: Fill in the Business Impact if applicable at this time.
w: Complete the Rollout Plan if applicable at this time.
x: Complete the Backout Plan if applicable at this time.
y: Fill in the Effort if applicable.
z: Click Save.