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SummitAI Service Management Help

Change Management

End Users can create Change Requests (CRs) with minimum field configuration. The CR Workflow is not applicable for CR raised by End Users. The Analyst needs to fill more information to start actual CR Workflow. The CR created by the End Users are available for the Analysts in Draft status until it is changed to Requested status.

To create new Change Requests:

  1. Select Change > User > My CRs > New Change Request. The NEW CHANGE REQUEST page is displayed.
  2. On the NEW CHANGE REQUEST page, select the Tenant and fill in the other required details as described in the Field Description table below.
  3. Click SUBMIT. A New Change Request is created in Draft status and available to the Analysts CM.

 NEW CHANGE RECORD page

 Figure: NEW CHANGE REQUEST page

Field Description

The following table describes the fields on the NEW CHANGE REQUEST page:

Field

Description

DETAILS

Workgroup

Select the Workgroup from the drop-down list to assign the CR.

Urgency

Select the Urgency from the drop-down list to provide the indication of how quickly CR should be resolved.

Impact

Select the Configuring Impact for CM from the drop-down list to define the impact of change on the Users.

Priority

Select the Priority from the drop-down list to define the precedence in which the CR should be addressed.

Customer Name

Select the Customer Name from the drop-down list. Select the drop-down value as All to select all the Customers.

Customer Acceptance Test Required

Select this check box if the CR requires a customer acceptance test. If selected, 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.
 
If the Customer Acceptance Test Required check box is selected, Tester field appears.

  • Type in the Tester name in the search box. A list of tester names appears. Select the required Tester from the list. You can select multiple Tester names. The selected Tester names are displayed under the search box.
  • To remove any Tester from the list, select the Tester name (for multiple selection press ctrl and select names) and click the remove button.

Deadline

Select the Deadline in the date and time format. The CR should be resolved within the selected date and time.

Trigger for Change

Type in a brief description about the scope and the reasons that triggered the CR.

Description

Type in the brief description about the CR.

Information

Type in all the required information available for the CR.

Attachment

Click the Upload icon to upload the required files for the CR.

ACTIONS

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

SHOW LIST

Click SHOW LIST to view the list of CRs. The MY CHANGE REQUESTS page is displayed. For more information see Viewing Change Request.

 MY CHANGE REQUEST page

  Figure: MY CHANGE REQUESTS page




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