Changes
A change is a modification of the information system's infrastructure.
A change can be created either from a ticket form or a problem form, in tab Changes, or from menu Assistance > Changes.
The form to create a change is similar to the ticket creation form and shares with it many terms: requester, watcher, assigned to, status, urgency, impact, priority, category. For more information see Manage tickets. The validation process is also the same as tickets in order to allow preliminary validation of the change (tab Validations).
Once the change is created, it is possible to attach tickets but also impacted items (tab Items). An analysis phase (tab Analysis) consists in describing impacts and controls list in order to implement this change through a deployment plan, a backup plan and a checklist (tab Plans).
Same as tickets, task, costs and solution allow to follow and solve the change. For complex changes management, a change can be linked with one or several projects allowing a mode detailed management (Manage projects).
Changes use their own notifications (see configuration of email follow-ups).
Add a change
To add a new change, click on + Add at the top of the screen
Fill in the various tabs of your change to make it as complete as possible
Status
Several statuses are available, including some for test phases, validation, qualification, etc.
Delete a change
To delete a change, click on the change concerned
Click on put in trashbin at the bottom of the screen
Restore or delete permanently
To delete or restore a change, click on the trashbin (at top right of screen)
Select the change concerned
Click on Actions
Select Restore or Delete permanently
Click on Post
Delete permanently remove definitively the change, you won't be able to get it back.
The different tabs
Analysis
This tab contains :
Impacts
Control list in order to implement the change.
Plans
This plan contains :
Deployment plan
Backup plan
Checklist
Statistics
The statistics are intended to provide information, showing how long it takes to take over, close a change, etc. Statistics similar to tickets
Approvals
Approval allows you to send requests to groups and/or users (or certain users within a group) in order to obtain their validation of the change in question. You can see Approvals for more information.
Cost
Costs can be linked to the budget in order to estimate whether an expense will fit within the allocated budget.
Projects
This tab allows to attach a project to the change and displays already attached projects.
Problems
Changes may be due to problems. In this tab, you can link a problem to your change.Tickets
Changes
A change may have been introduced via a ticket. In this tab you can attach the ticket(s) affected by the change.
Tickets
List all tickets are linked to the problem. You can add a new ticket or link an existing ticket
Items
Link a device
You can attach any item from the list below:
Computer
Database
Device
Enclosure
Monitor
Network device
Phone
Printer
Rack
Server room
Software
Impact Analysis
Impact analysis allows you to create diagrams of your infrastructure and see the impact of a change on it.
Knowledge base
The Knowledge base tab is used to show or add linked knowledge base articles.
Notes
The Notes tab provides a free text field for storing additional information. Notes are displayed in the order of their creation. You can also add a document.
History
The History tab is used to show any changes made to an item. The following information about the changes is available:
ID of the change.
Date and time the change was made.
User who made the change. If this field is not filled, it means that the action was done automatically (For example: automatic inventory update).
Field that was changed.
Description of the change that was made.
The description of the change represents either the difference between the old and the new value (For example with location field: Change HQ to Remote Office A), or the explanation of the action which was carried out (For example: Uninstallation of a software: "Gimp 2.0").
All Information
For an item, all information is displayed on one page from the All tab. This shows all of the tabs of an object's form in one view, one below the other.
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