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.