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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.
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.
Figure: TENANT page
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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:
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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 | |||||||||||||||||||||
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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.
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.
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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.
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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.
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MANDATORY PIR CONFIGURATION FOR CHANGE RECORDS | |||||||||||||||||||||
Change Type | Select the change type from the drop-down list. Available options are as follows:
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:
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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:
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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. | ||||||||||||||||||||
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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).
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.
The custom status are displayed in different color to different it with OOB status in the list.
The Enable Approval Notifications for Workgroup and Enable CR Update Notifications for Workgroup Workflow level configuration precedes the Tenant level configuration.
The following example illustrates the same use case.
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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.
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.
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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.
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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.
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