Change request routing rules are based on the change type. If the change type is Routine, it is routed to IT Project Team. Otherwise (for any change type such as Emergency and Major (system types) or custom types (Please see Customization Guide), it will be routed to the Change Manager group.
If it is a Routine change request, the approval status is set to Preapproved and no approval is required.
For other change requests that require approval, the approval status is set to Approval Required. When it is approved, the approval status changes to Approved and it is routed to IT Project Team.
When IT Project Team completes the change, the request can be closed.
If the change is rejected at the approval state by the Change Manager group, the change request is closed.
Managers can route themselves change requests who are assigned to other users at any state. Please see Common Operations Guide.
Below is a routine change request automatically routed to the IT Project Team group. Tom Sky is in the IT Project Team. The user can view the request (Action 1) and Claim the request (Action 2). Claiming the request will route it to Lisa Blues.
When you claim the change request, you will be the current owner. The History Log will be updated by the claim action.
You can implement the change request, or route it to another user or group.
You can change the priority, impact, Sponsor/Client and Asset/Contract. Updates will be saved only if you resolve or route it to yourself or another user/role. You can add Details and update Comments, link other requests/tickets and attach files. Please see Common Operations Guide.
When you route the request to another user, the actions will be kept track at the History Log section.
When the owner of the request has changed two email notification will be sent out:
1. To the user who submitted the request.
2. To the current owner.
The change request is listed in the inbox of the new owner. The owner can view the ticket and start working on it (Action 1) or route it back to the problem manager group (Action 2).
After you view the problem ticket, you can close by entering Implementation Date and Implementation Notes and clicking on Resolve button.
The status of the change request is set to Closed.
When the ROUTINE change request is closed, two email notifications will be sent out.
1.To the IT Project Team group that is the email addressed defined in the IT Project Team group page.
2. To the user who submitted the change request.
Below is an emergency change request that requires approval before implementation.
When the change request is submitted, it is routed to the Change Manager.
Change Managers receive an email notification and can view it in the group’s inbox.
The current task is Approve Ticket. The status of the request is Open. The approval status is Approval Required.
After you claim the request, you have two options: 1) Approve 2) Deny
When it is approved, the approval status is set to Approved. The implementation step goes to IT Project Team.
Two email notifications are sent out:
1) To the user who submitted the change request.
2) To the IT Project Team group.
Please see above for the implementation process.
Reason is a required field when the action on Deny is selected.
When the change request is denied, the request will be closed.
Three email notifications will be sent out to:
1) The user who submitted the request.
2) IT Project Team
3) Change Manager