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SummitAI Service Management Help

url

http://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management
Contents
Change Management
Change Manager
Change Record Status
Change Types
Various Roles in Change Management Approval Flow
End User Change Management
Creating Change Request
Viewing Change Request
Analysts
Creating Change Records
Approving Change Records
Creating Tasks for Change Records
Logging Defects
Creating Standard Templates
Scheduling CAB Meeting
Viewing List of Change Records (CRs)
Viewing List of Tasks
Administrators
Configuring Change Management Module
Configuring Change Category
Configuring Category
Configuring Custom Fields for Change Management
Configuring Change Advisory Board (CAB) Members
Configuring Defect Severity_CM
Configuring Defect Priority_CM
Configuring Fields_CM
Configuring Impact_CM
Configuring Lead Period_CM
Configuring PIR Reviewer_CM
Configuring Priority_CM
Configuring Priority Matrix_CM
Configuring Risk_CM
Configuring Risk Matrix_CM
Configuring Risk Questions and Answers_CM
Configuring Change Manager
Configuring Change Types
Configuring Closure Codes
Configuring Checklist
Configuring Status_CM
Configuring System Impact_CM
Configuring Task Template_CM
Reports
Change Record List
Change Record Schedule Report
Change Type Report
Change Record Workgroup Report
Change Record Status Summary Report

Table of Contents

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What are Change Records?

You can create new Change Records (CRs) to add, modify, or remove Configuration Items (CIs) in an infrastructure and items associated within the infrastructure. You need to create CRs to add, modify, or remove policies or procedures or to modify the Knowledge Records (KRs). An Incident, Problem, Event, Service Request (SR) can also trigger a CR.

To create new CRs:

Select Change > User > New Change Record. The NEW CHANGE RECORD page is displayed.

NEW CHANGE RECORD page

Figure: NEW CHANGE RECORD page

2. On the NEW CHANGE RECORD page, select the Tenant and fill in the other required details as described in the following table:

Field	Description
Requestor	The user who requested the CR. When a CR is created from a Service Request (SR), Requester is the user who logged the SR. You can also change the Requester by selecting another user using the Search icon. All the notifications sent to the CR Initiator are also sent to the CR Requester.
Tenant	Select the Tenant from the list.
Log Time	Displays the time and date when the Change Record is created.
Status	Select the status from the list. The status indicates the stage at which a Change Record is in its life cycle, for example, Requested, Approved, Testing, Implemented, and so on. For more information about the various CR status values, see Change Record Status.
Category	Select the Category from the Category list: Small, Medium, andLarge
Change Type	Select the Change Type from the list: Standard, Normal, Emergency, andExpedited The approval process depends on the Change Type you select. For more information about Change Types, see Change Types . Notes: If the Authorizer selects Expedited* from the Change Type drop-down list:* The CAB Approval is skipped, but the Justification* field is enabled and becomes mandatory.* The Post Implementation Review becomes mandatory. An additional field, Reason for Expedited Change,* is displayed.* If Do Not Allow to Update CR Change Type* check box is selected on the Tenant page of the Change Management module, Analyst cannot change the Change Type from Standard to other type and vice versa.*
Trigger for Change	Type in a brief description about the scope and the reasons that triggered the CR.
Owner Workgroup	Select a Workgroup from the list to indicate as an Owner Workgroup for this CR.
Authorizer Details	Displays the details of the Workgroup Owner after you select the Workgroup in the Owner Workgroup list.
Change Category	Click the search icon and select the category of the Change Record. Notes: The Change Category field is displayed only after the Tenant is selected. The Change Category field is marked as mandatory only when the CR Status is Requested.
Configuration Items	Allows you to select the CIs related to the CR to indicate the CIs that have an impact due to this CR. Click icon to open the SELECT CONFIGURATION ITEM pop-up page, where you can search for the CIs and link them with the CR. If you link Services, on saving the CR, the CIs linked to the Service are also linked to the CI under the RELATIONSHIP tab of the CR. You can delink the CIs if you want. Note: You cannot link a CR with a CI with the same or intermediate dates of Planned Start Date and Planned End Date as the already linked CRs. An error message about the conflicting implementation time of the CR is displayed. The CR, which is selected to link with the CI, should not be inImplemented,Cancelled,Closed, orNotAuthorizedstatus.
Attachment	Click the Upload icon to upload the required file.

3. Type in the other required fields under the GENERAL, RISK, LOGS, TEST, RELATIONSHIP, RELEASE, ADDITIONAL INFORMATION, and REQUIREMENTS tabs. For more information about the fields under these tabs on the NEW CHANGE RECORD page, see Field Description.

4. Click SUBMIT. A new CR is created.

Saving as Draft

You can also save a CR as draft. You need to follow the same steps as creating a CR. However, instead of clicking SUBMIT, you need to click SAVE DRAFT. You can view the draft CRs on the CHANGE RECORD LIST page (Change > View Change Record List). Click the Filter icon on the ACTIONS panel and select Status as Draft on the FILTERS pop-up page. If the CR is in Draft status, you cannot create a new Incident, Problem Record (PR), and a new Work Order and link them with the CR (see: RELATIONSHIP Tab). The CR is Draft status can be modified further before saving and submitting as CR.

Field Description

This section describes the fields on the NEW CHANGE RECORD page.

Expand

title	GENERAL Tab

You can provide the general information about the CR, such as Risk, Priority, deadline, assigned Workgroups, time lines, and so on under the GENERAL tab.

GENERAL tab

Figure: GENERAL tab

The following table describes the fields under the GENERAL tab:

Field	Description
WORKFLOW
User Selectable Approval	If the Requester is allowed to select the approver on the WORKFLOW page, this field appears to select Approver for the specific approval level. To add user, Click any approval level. select user pop-up appears. Figure: User Selectable Approver: Add User Type in user name and select the name from the list. The selected user name appears in the added list. Click the delete icon to remove users from the list. Notes: If there is a Conditional Workflow and the condition is based on a Custom Attribute while rising the CR, the condition is considered based on Custom Attribute selection. Once the CR is raised and if you change the Custom Attribute, the Workflow is rerouted based on the Custom Attribute selection. If there are multiple conditions available, while updating the CR, the Workflow is evaluated from the beginning of the Workflow and rerouted accordingly. While updating the CR if the workflow is rerouted and few approvals are already done and the same approval exists in the new flow, it retains the previous approval statuses. If in the new Workflow any End User approval is required, it takes the existing Approvers filled by the requester at the time of raising the CR. The reason for workflow changes are reflected on the CHANGE HISTORY page.
DETAILS
IMPACT
Urgency	Select the Urgency level from the list to indicate the Urgency level for the CR.
Impact	Select the Impact from the list to indicate the Impact of the CR.
Risk	Select the Risk from the list to indicate the Risk for the CR. If Business Risk and Operational Risk are configured, the Risk Matrix is configured automatically else user Analyst needs to configure the Risk .
Priority	Select the Priority from the list to indicate the Priority for the CR.
Business Risk	If Business Risk is configured as mandatory for a Change Type on the FIELD CONFIGURATION page, Analyst needs to select Risk questions and answers, configured for the selected Change Type. Figure: Business Risk pop-up page If Business Risk is not configured as mandatory for a Change Type on the FIELD CONFIGURATION page, the field is auto-populated based on the answers in the Risk Assessment pop-up page. The Risk value for each question is configured on the RISK QUESTIONS AND ANSWERS page, see Configuring Risk Questions and Answers .
Operational Risk	If Operational Risk is configured as mandatory for a Change Type on the FIELD CONFIGURATION page, Analyst needs to select Risk questions and answers, configured for the selected Change Type. Figure: Operational Risk pop-up page If Operational Risk is not configured as mandatory for a Change Type on the FIELD CONFIGURATION page, the field is auto-populated based on the answers in the Risk Assessment pop-up page. The Risk value for each question is configured on the RISK QUESTIONS AND ANSWERS page, see Configuring Risk Questions and Answers.
ASSIGNMENTS
Assigned Workgroup	Select the Workgroup,you want to assign the CR.
TIMELINES
Deadline	Select the deadline date and time for the CR.
Is Downtime Required?	Select Yes or No to indicate if a downtime is required during the CR implementation.
Planned Start Time	Click the Calendar icon to select the planned start date and time for the CR. Notification e-mails are sent to the CR Requestor, assigned Analysts, and Workgroup Owners on the planned start date.
Planned End Time	Click the Calendar icon to select the planned end date and time for the CR.
Downtime Start	Click the Calendar icon to select the downtime date and time for the CR.
Downtime End	Specify the downtime end date and time for a CR. You can click the Calendar icon to select a date.
Customer	Select the customer name from the list for the CR.
Cost	Lists the configured currency types. Select the currency type from the list and type in the cost involved in the CR. This field is mandatory if configured by the Administrator (see: Configuring Change Management Module).
Customer Approval Required	Select this check box if the CR requires a customer approval. If selected, type in the Approver's name in the Approvers field and select when the Customer Approval is required, i.e. Before CAB Approval or After CAB Approval.
Customer Acceptance Test Required	Select this check box if the CR requires a customer acceptance test. If selected, type in the Tester name in the Testers field. The configured customer (Tester) can perform acceptance tests and update the CR. The customer receives a notification under APPROVALS (see: Describing the User Interface). On clicking the CR ID, the CHANGE RECORD ID page is displayed. The customer can update the test details under the TEST tab. All other fields and tabs are disabled for the customer.
Escalate	Allows you to escalate a CR when the deadline exceeds the defined time period.
DESCRIPTION	Type in the description of the CR.
INFORMATION	Type in the available information about the CR.
COMMUNICATION PLAN
Communication Plan Required ?	Select the appropriate option in the drop-down list.
Communication Plan	Type in the communication plan. This field is displayed if you select yes on Communication Plan Required? field.
e-CAB Approval Required	The field is displayed when the Change Type is selected as Emergency. Select the required option in the drop-down list to configure the e-cab approval before or after the change implementation.
Closure Code	This field is enabled only after the CR is set to Resolved. Select the Closure Code from the list.
Closure Category	Select the Closure Category.

Expand

title	RISK Tab

The Risks associated with the CR need to be analyzed. Under the RISK tab, you can capture the Risk details before and after the CR is implemented. You can also capture the downtime, Service outage, and the System Impact to implement the CR.

Figure: RISK tab

The following table describes the fields under the RISK tab:

Field	Description
Risk of Change Failure	Type in the Risk involved in case the CR fails.
Business Impact (As per User)	Type in the impact on business as per the User.
Business Impact of Change Failure	Type in the impact on business in case the CR fails.
Back-Out Plan	Type in the Back-out Plan for the CR.
Back-Out Plan Tested	Select from the drop-down list to indicate that the Back-out Plan is tested.
Back-Out Plan Not Tested Reason	Specify the reason why the Back-out Plan is not tested.
System Impact	Select a value for System Impact in the drop-down list.
Remarks	Type in any notes or comments about the CR. This field can be mandatory or optional based on the configuration set by the Administrators.
Impact Of Not Implementing Change	Type in the impact if the changes are not implemented.
Attachment	Specify any reference file path to add as an additional reference material. You can also click Upload icon to choose an appropriate file to attach as a reference material for a test plan of a CR.

Expand

title	LOGS Tab

The observations and notes made by the Change Manager, Configuration Team, and Change Advisory Board members should be documented. Under the LOGS tab, you can capture all these detail, such as information log, configuration team log, Change Manager log, and Change Advisory Board Member log.

LOGS tab

Figure: LOGS tab

The following table describes the fields under the LOGS tab:

Field	Description
Analyst Log	Allows the Analyst to type in information about the CR.
Configuration Team Log	Allows the Configuration Team to type in their notes and observations related to the CR.
Change Manager Log	Allows the Change Manager to type in their notes and observations related to the CR.
Change Advisory Board Member Log	Allows the CAB members to type in their notes and observations related to the CR.

Expand

title	TEST Tab

The CR needs to be tested before it is implemented. You can capture the testing details of the Change Record (CR) and log the defects under the TEST tab. The test details, such as Test Stage, Test Planned Date, Test Plan, Test Results, Actual Test Date, Workgroup, Conducted by/owner, Test Status, Attachment, and so on can be updated.

TEST tab

Figure: TEST tab

The following table describes the fields under the TEST tab:

Field	Description
Test Stage	Select a test stage for the test.
Test Plan Name	Type in a name for the Test Plan.
Test Planned Date	Select the planned date to execute the test.
Actual Test Date	Select the date on which testing is actually done.
Test Plan	Type in the Test Plan.
Test Results	Type in the test results.
Workgroup	Select the Workgroup from the list to assign it to the Test Pan.
Workgroup Owner	Select the name of the person who owns the test plan or who executes the Test Plan.
Test Status	Select the status for the test.
Attachment	Select files, images, screen shots, and so on related to the test plan and attach them.
DEFECTS	Displays the various defects reported during the testing phase of the CR. Click LOG DEFECT to log new defects. For more information about logging defects, see Logging Defects.
TEST DETAILS	Type in the details about the testing.

Note

title	Note:

If the Customer Acceptance Test Required check box under the GENERAL tab of the CHANGE RECORD ID page is selected, the Customer Approver can update the test details under the TEST tab.

Expand

title	RELATIONSHIP Tab

You can link related Incidents, Problem Records, Service Requests, Change Requests, Work Order, Assets, Service Catalogs, and User Assets to the CR using the Link list. You can also create new Work Orders, Tasks, Knowledge Records, Release Records, and link them to the CR using the Create list. You can De-link a linked record using De-link button. Select the record you want to De-link and click the De-link button. Select the Implement CR using last implemented task check box to create CR using the last implemented task (see: Creating Tasks for Change Records (CRs)).

To link any module to a Change Record

Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

Figure: Relationship pop-up page

2. Enter the required details and click SEARCH.

3. Select the record to be linked and click LINK.

4. The linked record is displayed under the RELATIONSHIP tab.

RELATIONSHIP tab

Figure: RELATIONSHIP tab

Expand

title	REQUIREMENTS Tab

Under the REQUIREMENTS tab, you can specify resource requirements, technical requirements, and financial requirements for the CR.

REQUIREMENTS Tab

Figure: REQUIREMENTS Tab

The following table describes the fields under the REQUIREMENTS tab:

Field	Description
RESOURCE REQUIREMENTS	This section displays the resource related requirements for the CR.
Resource Type	Select the resource type required for the CR.
Select Resource	Type in the name of the resource for the CR.
Skills	Displays the skill of the selected resource.
Experience	Displays the experience of the selected resource.
From Date	Select the date from which the resource is required.
To Date	Select the date till which the resource is required.
Status	Select the status of the requirement.
Icon	Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.
TECHNICAL REQUIREMENTS	This section displays the technical requirements for the CR.
Item	Type in the name for the item
Quantity	Type in the quantity of the item.
Unit	Specify the unit for the quantity.
From Date	Select the date from which the item is required.
To Date	Select the date till which the item is required.
Status	Select the status of the requirement.
Icon	Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.
FINANCIAL REQUIREMENTS	This section displays the financial requirements for the CR.
Type	Type in the type of the financial requirement.
Amount	Type in the amount required.
Currency	Type in the currency type.
Required Date	Select the date when the amount is required.
Status	Select the status of the requirement.
Icon	Click the Add icon to add the requirement. The details are displayed in the following table. You can modify the requirements by clicking the Edit icon or also delete the requirement by clicking the Delete icon.

Expand

title	RELEASE Tab

After a CR is tested and implemented, the release details should be updated. Under the RELEASE tab, you can add the release details of a CR, such as Release Plan, Release Attachment, Release Workgroup, Release Executive, Post Release Notes, and so on.

Figure: RELEASE tab

The following table describes the fields under the RELEASE tab:

Field	Description
Planned Start Time	Displays the planned start date of the CR.
Planned End Time	Displays the planned end date of the CR.
Actual Start Time	Type in the actual start date of the CR.
Actual End Time	Type in the actual end time of the CR.
Release Plan	Type in the Release Plan of the CR.
Release Attachments	Select the attachments for the CR.
Release Workgroup	Displays the Workgroup responsible for the CR. You can also modify this as required.
Release Analyst	Select the Analyst responsible for the CR.
Post Release Notes	Type in the post release note.
Release Docs	Select the release documents for the CR.

Expand

title	ADDITIONAL INFORMATION Tab

You can capture any additional information or detail about the CR under the ADDITIONAL INFORMATION tab of the CR. The Custom Fields configured by the Administrator are also displayed under this tab.

Figure: ADDITIONAL INFORMATION tab

The following table describes the fields under the ADDITIONAL INFORMATION tab:

Field	Description
Change Scope	Type in the changes done within the scope of the CR
Change Out of Scope	Type in the changes out of the scope of the CR.
Business Benefits	Type in the business benefits of the CR.
Financial Benefits	Type in the financial benefits of the CR.
Custom Fields	This section displays the Custom Fields added for the CR. The Administrators create Custom Fields based on the requirements (see: Configuring Custom Attribute Groups and Values for Change Management).

Expand

title	CHECKLIST Tab

There may be a list of actions you need to perform before updating a Change Record. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before updating the Change Record. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.

Checklist Tab

Figure: Checklist Tab

Expand

title	IMPLEMENTATION Tab

You must fill the fields on the Implementation tab while implementing the Change Record.

IMPLEMENTATION tab
Figure: IMPLEMENTATION tab

The following table explains the fields on the Implementation Tab of the Change Record:

Field	Description
Assigned To	Select the Analyst to whom you want to assign the CR.
Actual Start Time	Click the Calendar icon to select the actual start date and time for the CR.
Actual End Time	Click the Calendar icon to select the actual end date and time for the CR.
Planned PIR Date	Specify the Implementation Review date. You can click the Calendar icon to select a date
Is the Change Implemented or Rolled Back?	Select the appropriate option in the drop-down list.
Is the Change Successful?	Select the appropriate option in the drop-down list.
CI Update Required?	The users can configure the condition to update the CI(s) even after the related CR is updated to Closed status. If the drop-down values is selected as Yes, then the user can update the CI(s) linked to the respective CR even if the CR is updated to Closed status. If the drop-down option is selected as No, the user cannot update the CI(s) linked to the respective CR. This status becomes mandatory after the CR is updated to Implemented status.
PRE-IMPLEMENTATION STEPS	Type in the steps before the CR is implemented.
POST-IMPLEMENTATION STEPS	Type in the steps after the CR is implemented.
SOLUTION	Type in the solution for the CR.

Note

The following tabs are displayed on the CHANGE RECORD DETAILS page based on the configuration on the Tenant Configuration page:

Release Tab
Checklist Tab
Requirement Tab
Additional Information Tab

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NEW CHANGE RECORD page.

SHOW LIST

Click SHOW LIST to view the list of CRs. The CHANGE RECORD LIST page is displayed. For more information about viewing CR, see Viewing List of Change Records (CRs).

ALERT CONFIGURATION

You can configure the alerts to be sent out to the stakeholders for the CR. Click the ALERT icon to display the ALERT CONFIGURATION pop-up page.

ALERT CONFIGURATION pop-up page

Figure: ALERT CONFIGURATION pop-up page

The following table describes the fields on the ALERT CONFIGURATION page:

Field	Description
Analyst	Select the check box to send the alerts to the Analyst to whom the CR is assigned.
Assigned Workgroup	Select the check box to send the alerts to the Workgroup to which the CR belongs.
Workgroup Owner	Select the check box to send the alerts to the Workgroup Owner.
Requestor	Select the check box to send the alerts to the Change Requestor.
CAB Members	Select the check box to send the alerts to the CAB members.
Add to Bulletin Board	Select the check box to add the alert on the Bulletin Board. If selected, information about this CR is available to the End Users on the End User Dashboard.
Number of Hours Before the Planned Start Time to Send Alerts	Type in the number of hours before the planned start time, the alert should be sent to the configured users.
Workgroups	Select the Workgroups to whom the alerts should be sent.
Mail Groups	Select the Mail Groups to whom the alerts should be sent.
ADDITIONAL USERS	Select the additional User's to whom the alerts should be sent.
Users List	Type in the users names and click the Add icon to add users. Click the Minus icon to delete users.
Additional Alert Information To Be Shown	Type in the additional alert information to be displayed.

CREATE RECURRING CR

Click CREATE RECURRING CR to create a recurring CR. The same CR is created as per the frequency details configured on the CUSTOM SCHEDULER pop-up page.

Note

title	Note:

This icon is enabled only if the status of the CR is Requested.

CUSTOM SCHEDULER pop-up page

Figure: CUSTOM SCHEDULER pop-up page

The following table describes the fields on the CUSTOM SCHEDULER pop-up page:

Field	Description
DETAILS
Monitoring Source	Select Summit Server or Proxy Server from the list.
Job Name	Type in a name for the new job.
Job Options	Select job options from the list.
Schedule Type	Select Recurring or One Time from the list. If you select One Time, specify the date and time for the job to run under ONE TIME OCCURRENCE section. If you select Recurring, you need to specify the job recurring details under FREQUENCY, DAILY FREQUENCY, and DURATION sections.
User ID	Specify the user id for the job.
Password	Specify the password for the job.
Stop the job if it runs more than	Specify the time after which the job should run.
FREQUENCY
Occurs	Select the frequency for the job to run: Daily, Weekly, Monthly
Recurs every	Based on the selection you make in the Occurs list, select the frequency for the job.
DAILY FREQUENCY	Select the daily frequency for the job.
DURATION
Start Date	Select the date to start running the job. You can also specify an end date or no end date.
CHANGE RECORD DETAILS
Change Record ID	Displays the CR ID for which you are creating the job.
Description	Displays the description of the CR for which you are creating the job.
Tenant	Displays the Tenant of the CR for which you are creating the job.
Classification	Displays the Classification of the CR for which you are creating the job.
Category	Displays the Category of the CR for which you are creating the job.
Urgency	Displays the Urgency of the CR for which you are creating the job.
Impact	Displays the Impact of the CR for which you are creating the job.
Priority	Displays the Priority of the CR for which you are creating the job.
Workgroup	Displays the Workgroup of the CR for which you are creating the job.

Expand

title	ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CUSTOM SCHEDULER pop-up page.

SHOW LIST

Click SHOW LIST to displays the jobs created. You can also use the Filters icon to specify a filter criteria to search the Jobs. You can select Monitoring Source, Job Options, and Job Name from the respective list and click SEARCH.

FILTERS pop-up page

Figure: FILTERS pop-up page

CUSTOM SCHEDULER page: List of Jobs

Figure: CUSTOM SCHEDULER page: List of Jobs

Note

title	Note:

When the scheduled jobs are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Job.

HISTORY

Click HISTORY to select the job name and specify the date range to view the status of the job and other details.

JOB HISTORY pop-up page

Figure: JOB HISTORY pop-up page

APPROVAL

A CR needs to be authorized by the Change Record Authorizer and approved by the Change Advisory Board (CAB) members before it is analyzed and then implemented. A CAB member who is configured as an Approver by the Administrator has the privilege to Approve, Reject or Refer Back a CR. By default, a CAB member who is not having approval privilege can object to a CR. If a CR is objected by any of the CAB members, the CR cannot be processed further. The CAB member who objected to the CR must clear the CR before implementing it.

Click the APPROVAL icon on the ACTIONS panel to Approve, Reject or Refer Back a CR. The APPROVAL pop-up page is displayed. The fields on this page are not editable if you are not the CR Authorizer or CAB member for the selected CR.

There are two sections in this page:

CR SUMMARY

You can view the CR Summary in this section. The fields on this section are not editable.

CR summary

Figure: CR summary

APPROVE CR

APPROVAL pop-up page

Figure: APPROVAL pop-up page

Note
The fields on this page are displayed based on the role of the logged in User.

The following table describes the fields on the APPROVAL page:

Field	Description
Authorizer	Displays the name of the Authorizer. Based on the selected Workgroup under the General tab, the configured Authorizer's name is displayed.
Status	Allows you to authorize a CR (if you are the Authorizer or have appropriate access). Authorize: If selected, the CR is authorized by the Authorizer. Not Authorize: If selected, the CR is not authorized by the Authorizer. On Hold: If selected, the CR is kept on hold by the Authorizer. Authorize and Forward: The CR Authorizer has an option to authorize and forward to another member to authorize (Sub-authorizers). This is to take another Authorizer’s opinion, if required. After the CR is authorized by CR Authorizer and Sub-authorizers, the status of the CR is automatically changed to Initial Authorization. Refer Back to Requester: If selected, the CR is sent back to the Requester. The Approver can use this option if any changes are required on the CR by the Requester or the CR needs to be analyzed again. Once referred back, the status of the Change Record is changed to Requested. This option is displayed if configured on the CR Workflow page. Refer Back to <Approval Name>: If selected, the CR is sent back to the previous Approval Level. The Approver can use this option if any changes are required on the CR by the previous Approver. This option is displayed if configured on the CR Workflow page.
Vote for Approval	Members other than approvers can vote Yes or No with comments but final approval will be done by CAB members with approval rights. This field appears only when the Allow Additional Approver's Vote check box is enabled on the WORKFLOW page.
Authorizer Log	Displays the logs by the Authorizer's. If you are the Authorizer, type in the logs.
Is PIR Required ?	If selected, the Post Implementation Review is mandatory. The check box can be modified by a Change Manager even after Change is Implemented.
Change Advisory Board (CAB) Approval	This section displays the CAB approvals for the CR.
Number of CAB approval required	The number indicates the number of CAB member approvals are required to approve the CR. This value is configured by the Administrators.
Member	Displays the name of the CAB member. The name of the CAB members are displayed based on the value selected for the following fields: Category Change Type Workgroup Change Category For more information about configuring CAB, see Creating Change Records (CRs)
Approved	Select the required option from the list to approve or reject the CR. Yes: If selected, the CR is approved. No: If selected, the CR is rejected. On-Hold: If selected, the CR is kept on hold for a particular reason.
Objection	The CAB member can also object to a CR by clicking this check box. By default, a CAB member who is not having approval privilege can object to a CR. If a CR is objected by any of the CAB members, the CR cannot be processed further. The CAB member who objected to the CR must clear the CR before implementing it.
Standard Template	Select the required option to save the CR as a Standard Template. Yes: If selected, the CR is saved as a Standard Template. No: If selected, the CR is approved but it is not saved as a Standard Template.
Comments	The CAB member types in the comments for approval/ objection.

Note
The CR Authorizers and CAB members receive an e-mail when a CR requires their authorization or approval. They can Authorize, Not Authorize, Approve, or Reject the CRs by clicking the appropriate buttons in the e-mail. They do not need to log in to the SUMMIT application for authorizing or approving the CRs.

Anchor
P.I.Review
P.I.Review
P.I.REVIEW

After the changes for the CR are implemented, a review takes place to analyze the impact of the change and if required a decision may be taken to roll back to the previous version. You can capture all the details discussed during the Post Implementation Review on the POST IMPLEMENTATION REVIEW page. Click the P.I.REVIEW icon, the POST IMPLEMENTATION REVIEW pop-up page is displayed. It is mandatory to update the post implementation details for a CR before closing the CR.

Figure: POST IMPLEMENTATION REVIEW pop-up page

The following table describes the fields on the POST IMPLEMENTATION REVIEW page:

Field	Description
Planned PIR Date	Select the planned PIR date. The field is mandatory when Is PIR Required? is selected and the status is Implemented.
Actual PIR Date	Select the actual PIR date.
Post Implementation Review	Type in any reviews or comments about the PI review for the CR. The field is mandatory when Is PIR Required? is selected and the status is Closed.
Is CMDB Updated?	This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page. Yes: If selected, indicates that the CMDB is updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB. No: If selected, indicates that the CMDB is not updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB. NA: If selected, indicates that CMDB update is not required.
Reviewer	Type in the name of the Reviewer.
Review Date	Type in the review date.
Revert to Previous Version ?	This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page. Yes: If selected, the CI can be revert to the previous version. No: If selected, the CI cannot be reverted to the previous version.

Note

title	Note:

While closing the CR, the fields Actual PIR Date and Post Implementation Review are mandatory for the following conditions:

When the Expedited is set to Yes.
When Rolled Back is selected in the field Is the Change Implemented or Rolled Back?
When Change Implemented is selected in the field Is the Change Implemented or Rolled Back?No is selected in the field Is the Change Successful?, and the CAB Approver or Change Manager selects the Is PIR Required check box.
When the fields, Planned Start Time and Actual Start Time are different.

CHANGE HISTORY

Click Change Record History to view the various changes that have occurred on the CR. This information is useful to track the various changes made on the CR.

Figure: CHANGE HISTORY page

The following table describes the fields on the CHANGE HISTORY page:

Field	Description
Column Name	Displays the name of the field on which the change is made.
Change Date	Displays the date when the change is made.
Changed By	Displays the name of the user who made the change.
Old Value	Displays the old value of the field.
New Value	Displays the new value of the field.

IMPORT TEMPLATE

Click IMPORT TEMPLATE to import a configured Template. Select the Template name from the Select Change Record Template list you want to import.

IMPORT TEMPLATE pop-up page

Figure: IMPORT TEMPLATE pop-up page

SAVE AS TEMPLATE

Click the SAVE AS TEMPLATE icon to save a CR details as Template. Type in a name for the Template in the Change Template Name text box and click SAVE TEMPLATE to save the CR as a Template.

CREATE TEMPLATE pop-up page

Figure: CREATE TEMPLATE pop-up page

EDIT TEMPLATE

Click EDIT TEMPLATE to edit a Template. On the EDIT TEMPLATE pop-up page, select the name of the Template you want to edit.

EDIT TEMPLATE pop-up page

Figure: EDIT TEMPLATE pop-up page

On the CHANGE RECORD TEMPLATE - NAME page is displayed with the details of the selected Template. Make the required changes and SUBMIT. For more information about fields and icons on the CHANGE RECORD TEMPLATE - NAME page, see Field Description.

CHANGE RECORD - TEMPLATE-TEMPLATE NAME page

Figure: CHANGE RECORD - TEMPLATE-TEMPLATE NAME page

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truenoneRelease Noteshttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+Notes

truenoneInstallation Guide http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+Guide

truenoneOther Documents http://summitconfluence.symphonysummit.com:8090/display/PD/Other+Documents

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Versions Compared

Old Version 1

New Version 2

Key

SummitAI Service Management Help

What are Change Records?

To create new CRs:

Saving as Draft

Field Description

WORKFLOW

To link any module to a Change Record

ACTIONS

SHOW LIST

ALERT CONFIGURATION

CREATE RECURRING CR

HISTORY

APPROVAL

CR SUMMARY

Anchor
P.I.Review
P.I.Review
P.I.REVIEW

CHANGE HISTORY

| |

Page Comparison

Versions Compared

Old Version 1

New Version 2

Key

SummitAI Service Management Help

What are Change Records?

To create new CRs:

Saving as Draft

Field Description

WORKFLOW

To link any module to a Change Record

ACTIONS

SHOW LIST

ALERT CONFIGURATION

CREATE RECURRING CR

HISTORY

APPROVAL

CR SUMMARY

AnchorP.I.ReviewP.I.ReviewP.I.REVIEW

CHANGE HISTORY

| |

Anchor
P.I.Review
P.I.Review
P.I.REVIEW