Change Requests

Home > Service Manager > Change Requests

Introduction

The Change Request form is used to formally manage changes in the environment. A number of different tools are provided to help you record information against the Change, communicate with the connected customers, and collaborate with your co-workers.

Features

Heads-Up Display

The Heads-Up Display is a graphical representation of the business process that support the Change. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.

• The entire process is displayed as a grey bar with circles representing the different stages
• The active stage is represented by a large green circle followed by a connector to the next stage
• The connector will progressively turn green until the next stage is reached
• Checkpoints are displayed below each stage
• Grey Checkpoints are yet to be completed
• Completed Checkpoints are represented with a green check mark
• The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
• The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents

Action Bar

The Action Bar contains the majority of functions that you can apply to a Change. These actions are placed near the top of the Change form and collected together to allow for quick access to update the Change. The available Actions can be either made visible or hidden for different types of Changes, based on the Service they are associated to. The supporting Business Process Workflow that sits behind the Change can enforce the display of an action when that action is required to be completed.

• Update
• Phone Call
• Attachment
• Link
• Email
• Customer
• Assign
• Escalate
• Assets
• Boards
• Resolve and Close
• Cancel
• Connections
• Schedule

---

Information Box

Customer

If a customer is added to the request, a customer collapsable section will be visible on the request containing the following contact information about the customer.

• Name (Handle)
• ID (Link to profile)
• Organisation
• Email
• Phone
• Mobile

Remove

If it is required a customer can be removed from the request by selecting the Remove option in the Customer Details section. A timeline update will reflect this action.

Raised By

When a request is raised, the analyst who raised it, is added to the Raised By collapsable section of the request. This section contains their following contact information.

• Name (Handle)
• ID (Link to profile)
• Organisation
• Email
• Phone
• Mobile

Details

Timeline

Members

Activities