SummitAI Service Management Help

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You can configure values for the various components of the Change Management module. Based on the configuration the values or fields are displayed on a Change Record.

To configure Change Management module:

Select Admin > Basic > Infrastructure > Tenant. The TENANT page is displayed.

TENANT List Page

Figure: TENANT: List page

2. On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Change Management module.

Tenant Page

Figure: TENANT page

Note

On the above TENANT page, TENANT Code, Display Name, and Description about the selected Tenant is displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various modules configured, not configured, and disabled for the Tenant are displayed on the page by the different color check marks:

Orange indicates not configured module.
Green indicates configured module.
Grey indicates disabled module.

3. Click CONFIGURE DETAILS on the ACTIONS panel and select CHANGE MANAGEMENT under MODULES. The details about the Change Management module are displayed under the DETAILS section. For more information about the fields, see Fields Description.

4. Select the required options and click SUBMIT.

Figure: Tenant - Change Management

THEME SETTINGS
Theme	Select the theme that you want to apply for the Tenant. Only the themes configured on the THEME CONFIGURATION page are displayed in the Theme drop-down list.
Allow Users to Select Theme	If selected, the users can select the Theme on the MY PROFILE pop-up page that they want to apply for the Tenant. For more information about selecting a Theme on the MY PROFILE pop-up page, see Viewing/Updating Your Profile Details.
DETAILS
CHANGE REQUEST CLOSURE	Change Request Closing Mode: Select the mode in which the CR can be closed after implementation of the CR. Available options are as following: Auto: If selected, the status of the CR is changed from Implemented to Closed after the configured number of days. Note: If Change Category field visible for CR is enabled at Tenant level and Change Request Closing mode is selected as Auto then the Closure Category is a mandatory configuration for the implementation of a CR. If Change Request Closing mode is Auto then Closure Code is a mandatory configuration for the implementation of a CR. Manual: If selected, the Analyst needs to manually close the CR. Auto Closing Days: Type in the number of days after which the status of the CR should automatically change to Closed after implementation. Note: This field is greyed out if you select CR Closing Mode as Manual. This field is mandatory if you select CR Closing Mode as Auto. This field does not consider the weekends (Saturday and Sunday) for Auto closure. It will consider the last updated date and time of the CR instead of implementation date and time of CR. If the Change Type is Emergency and E-CAB approval is configured as After Implementation, then CR will be considered for auto closure. Note: Auto Close Change Request job should be scheduled to close the implemented CRs. It will pick the implemented CRs and close them as per number of days configured in Auto Closing Days.
Approve Standard Proposed Standard Change via Email	Select one of the following options from the drop-down box. Enable - If enabled the Approvers can approve or reject the CR (proposed for Standard Change) directly via e-mail notification using Approve or Reject buttons. Disable - If disabled the Approvers are asked to login to the Web application to approve or reject the CR (proposed for Standard Change). For more information, refer to Approving Change Records.
Enable Auto Capture of Actual Start and End Time	If you select this check box, when the status of a Change Record is changed to In Progress, the Actual Start Time field is auto-populated and when the status of the Change Record is changed to Implemented, the Actual End Time is auto-populated.
Do Not Allow CR Creation	If you select this check box, the user is not allowed to create Change Records if the user is the only Change Request Authorizer for the selected Tenant and Workgroup.
Do Not Allow CR Authorization	If you select this check box, the user is not allowed to authorize a Change Record if the user is the Requestor and Authorizer of the Change Record.
Do Not Allow CR Approval	If you select this check box, the user cannot approve the Change Record if the user is the Requestor and the Approver for the Change Record.
Do Not Allow Customer Approval of CR	If you select this check box, the user cannot approve the Change Record if the user is the configured Requestor and the Customer Approver for the Change Record.
Change Category Field Visible For CR	If you select this check box, change category field becomes visible.
Change Category Field Mandatory For CR	If you select this check box, change category field becomes mandatory. This check-box is visible when Change Category Field Visible For CR check box is selected. For more information see Creating Change Records .
Closure Category Field Visible For CR	If you select this check box, closure category field becomes visible. This check-box is visible when Change Category Field Visible For CR check box is selected.
Linked CR Implementation Prevents Incident Closure	If you select this check box, if a Change Record (CR) is created from the Incident (RELATIONSHIP tab of the Incident page, see Logging Incidents for Users ), the user cannot close the Incident until the CR is changed to Implemented status.
Active	Indicates the status set for the Change Management module details configuration. If selected, the Change Management module details configuration becomes active. If not selected, the Change Management module details configuration becomes inactive.
Display “Normal” in the Change Type Drop-down List	If selected, by default, the drop-down value “Normal” is selected in the Change Type drop-down box of the NEW CHANGE RECORD and CHANGE RECORD ID pages.
Specify Requestor Name in the Requestor Field	If selected, the logged in User is not selected as the Requestor by default while creating a new change record on the NEW CHANGE RECORD page.
Restrict Test Tab to Configured Testers	If selected, the fields under the TEST tab can be edited only by the configured Testers.
Enable CR Implementation Conflict Notification	If selected, the user is notified about the conflict in the Implementation Time of the new CR with existing CRs linked to the same CI.
Do Not Allow to Update CR Change Type	If selected, the Analysts cannot change the Change Type from Standard to other type and vice versa on the CHANGE RECORD DETAILS pages.
Make From Date and To Date of Resource Requirements as Mandatory Fields	If selected, the From Date and To Date fields under RESOURCE REQUIREMENTS section of REQUIREMENTS tab on the NEW CHANGE RECORD page becomes mandatory.
Logs Tab Mandatory Mode	Select a value (None/Each Update) from the drop-down to configure the fields under the LOGS tab on the CHANGE RECORD ID page. If None is selected, the log entry under Logs fields becomes non-mandatory. By default None is selected. If Each Update is selected, at least one Log entry becomes mandatory for every update of the Change Record.
Retrospective Change Types	Select the Change Types from the drop-down list. For the selected Change Types, the Analyst can select past date and time in the date fields while creating a New Change Record.
Allow to update CR Category	If Allow to update CR Category is selected, the Analyst can change Category on the CHANGE RECORD DETAILS page until the Change Record is Implemented.
Displays only the Owner Workgroups, which the logged-in Analyst is a member of, while raising a New Change Request.	By default, this checkbox is not selected. If this checkbox is selected, Owner Workgroup will display only the Workgroups which the logged-in Analyst is a part of, while raising a New Change Request. Example Consider Fredrick Norton is mapped to the following workgroups, App Team App Support Helpdesk Network Security The checkbox *Displays only the Owner Workgroups, which the logged-in Analyst is a member of, while raising a New Change Request* is selected. When Fredrick Norton logs in and navigates to create a Change Request, the Owner Workgroup dropdown will display only the above mentioned three workgroups. Fredrick Norton can create a Change Request for only those workgroups to which mapping is done. Note This is only for owner workgroup and not for assigned workgroup.
MANDATORY PIR CONFIGURATION FOR CHANGE RECORDS
Change Type	Select the change type from the drop-down list. Available options are as follows: All Normal Standard Emergency Expedited For more information on Change Type, refer to Change Types and Creating Change Records.
Category	Select the category from the drop-down list. Available options are as follows: All Small Medium Large
	Click icon to add a new row configuration.
	Click icon to delete the selected row configuration
	In the grid view, click on the hyperlink under Change Type to edit the required configuration. Click icon to update the modified configurations.
MANDATORY PIR CONFIGURATION FOR CHANGE TASKS
PIR Configuration for Tasks	Select the one of the option. Available options are as follows: Create New Configuration For Task - If selected, the individual configuration of the task is defined. Change Type Select the change type from the drop-down list. Available options are as follows: All Normal Standard Emergency Expedited Category Select the category from the drop-down list. Available options are as follows: All Small Medium Large Inherit Configuration From Change Records - If selected, the configuration done under MANDATORY PIR CONFIGURATION FOR CHANGE RECORDS is inherited. Change Type - Displays the configuration based on MANDATORY PIR CONFIGURATION FOR CHANGE RECORDS. Category - Displays the configuration based on MANDATORY PIR CONFIGURATION FOR CHANGE RECORDS.
	Click icon to add a new row configuration.
	Click icon to delete the selected row configuration
	In the grid view, click on the hyperlink under Change Type to edit the required configuration. Click icon to update the modified configurations.
Auto Select "Is PIR Required?" Check Box for "Large" Category and "Normal" Change Type Combination	If this check box is selected, Is PIR Required ? check box becomes selected on the CHANGE RECORD approval page for the combination of "Large" Category and "Normal" Change Type. PIR Review specified for the Change Record is applied to the linked Task(s) also.
Auto select "Is PIR Required?" Check Box for "Emergency" Change Type	If this check box is selected, Is PIR Required ? check box becomes selected on the CHANGE RECORD approval page for the "Emergency" Change Type. PIR Review specified for the Change Record is applied to the linked Task(s) also.
Enable e-mail notification for CAB members when CR status changes to Implemented	If this check box is selected, the CAB members are notified through e-mail after the CR's status of the respective Tenant is updated to Implemented.
ENABLE TABS ON CHANGE RECORD DETAILS PAGE	Select the check box in this section to enable the respective tab on the CHANGE RECORD DETAILS page.
Allow Change Manager to update Change Record for specific status	Select the required Change Record statuses from the drop-down for which you want to give update access to Change Manager.
TREE VIEW POP-UP
Enable Change Category Parent Node Selection	If selected then the parent category can also be selected along with child category on Category pop-up page while selecting a Change Category for a Change Record.
E-MAIL NOTIFICATION
Notification for All Status Updates	If selected, e-mails are sent to the Requestor/Initiator and Workgroup Analysts for every update of the Change Record.
Notification for Selected Status Updates	Notification For Selected Status Updates: If selected, e-mails are sent to the Requestor/Initiator and Workgroup/Analysts when the selected status is updated. It displays the list with Change Record status and personas (Requestor/Initiator, Workgroup/Analyst). Status: Select the checkbox corresponding to the status that you want to configure to send notifications. Requestor/Initiator: Select the checkbox to send the notification to the Requestor or Initiator.. Workgroup/Analyst: Select the checkbox to send the notification to the Workgroup or Analyst. Indicates Custom Status The checkbox for the persona such as Requestor/Initiator or Workgroup/Analyst for which the e-mail notification is not going from the system, for a specific status, will remain disabled. It will avoid any confusion for the end user as a disabled checkbox precisely indicates that the e-mail notification can not be sent. The following example describes the same scenario. Example In the following example, the Workgroup/Analyst checkbox is disabled for Requested, Not Authorized and Estimate Provided status, which indicates that the e-mail notification can not be sent to the Workgroup/Analyst for the Requested, Not Authorized and Estimate Provided status. Figure: Indicates Custom Status Consider you want email notification to be sent to the Workgroup/Analyst when the CR status changes to Approved, but not to Requestor/Initiator. To achieve this, you need to select the checkbox only for Workgroup/Analyst. As the checkbox for Requestor/Initiator is not selected it indicates that email notification will not be sent to Requestor/Initiator. Figure: Indicates Custom Status Note: If the Workgroup/Analyst checkbox is checked then: The email notification will be sent to the to the Analyst if the Analyst is assigned. The email notification will be sent to the Workgroup if the Analyst is not assigned. The custom status are displayed in different color to different it with OOB status in the list. Screenshot In the following screenshot, the custom status "need more information" and "not approved" are the custom status highlighted in pink color. The Enable Approval Notifications for Workgroup and Enable CR Update Notifications for Workgroup Workflow level configuration precedes the Tenant level configuration. Figure: Workflow Configuration The following example illustrates the same use case. Example Scenario I - Workflow Configuration Consider the following configuration where the checkbox Enable Approval Notifications for Workgroup and Enable CR Update Notifications for Workgroup are selected. As per this configuration Approval and CR Update email notifications will go to the Workgroup for the Requested status. Figure: Workflow Configuration Consider the following configuration where the checkbox for Workgroup/Analyst is not selected for the Requested status. As per this configuration email notifications will not go to the Workgroup for the Requested status. Figure: Tenant Configuration In this case, Scenario I - Workflow Configuration precedes Scenario II- Tenant Configuration.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the TENANT page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Tenants.

LIST OF TENANTS

Figure: TENANT: List of Tenants

To update Tenant details, click the configured Tenant Name. Make appropriate changes and click SUBMIT.
To display the inactive Tenants, click the Include Inactive check box.

Note:

When the list of Tenants are displayed under the LIST table, the ADD NEW and TENANT LABEL DISPLAY actions are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Tenant.
Click the TENANT LABEL DISPLAY icon to configure the name for Tenant label. On the TENANT LABEL DISPLAY pop-up page, type in the name for the Tenant label in the Tenant Label Display text box. Click SUBMIT to save the changes.

SHOW TENANT

Click SHOW TENANT to display the details of the selected Tenant. The TENANT page is displayed.

CHANGE ADVISORY BOARD

Click CHANGE ADVISORY BOARD to configure Change Advisory Board for the selected Tenant. For information about configuring Change Advisory Board, see Configuring Change Advisory Board Members

CLOSURE CODE

Click CLOSURE CODE to configure a new Closure Code for the selected Tenant. For information about configuring Closure Codes, see Configuring Closure Codes.

IMPACT

Click IMPACT to configure a new Impact value for the selected Tenant. For information about configuring Impact, see Configuring Impact.

PRIORITY

Click PRIORITY to configure a new Priority value for the selected Tenant. For information about configuring Priority, see Configuring Priority.

RISK

Click RISK to configure a new Risk value for the selected Tenant. For information about configuring Risk, see Configuring Risk.

URGENCY

Click URGENCY to configure a new Urgency value for the selected Tenant. For information about configuring Urgency, see Configuring Urgency.

Note:

The red asterisk on the icons on the ACTIONS panel indicates that all of these values must be configured to complete configuration of the Change Management module for the selected Tenant.
The orange color bar on the icon on the ACTIONS panel means that particular value is not configured.
The green color bar on the icon indicates that it is configured.
Until all the icons marked in red asterisk is configured for the selected Tenant, the Change Management module will not be available to the Tenant. This means the selected Tenant will not be available to the users while raising Change Records until all the mandatory configuration values are configured.

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