SummitAI Service Management Help

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You can view the list of Change Records (CRs) to which you have access.

You can view the CRs in the Tile view or Tabular view.
You can search for the CRs using the Filters.

To view or update CRs:

Select Change > User > Change Record List. Alternatively, if you are an Analyst, you can view the CRs assigned to your Workgroup or you by selecting Dashboard > ANALYST DASHBOARD > CHANGE RECORD > MY WORKGROUP or ASSIGNED TO ME.
On the Change Record List page, a list of all the CRs is displayed.

Figure: Change Record List page (Tile view)

Figure: Change Record List page (Tabular view)

Figure: Change Record List page (Tabular view)
Hover the mouse over Change Request Description or Information to view the description or information in a pop-up as shown above or hover the mouse over () in Description or Information to view the description or information in a pop-up as shown above.
Select the CR NO of the CR that you want to view or update. The following page is displayed with all the details about the CR. For information about the fields on the CHANGE RECORD ID page, see Creating Change Records.

Figure: CHANGE RECORD ID page
Click the Caller name link to display the INITIATOR NAME pop-up page. On the INITIATOR NAME pop-up page, you can view general details and additional information about the Caller.

Figure: INITIATOR NAME pop-up page

Note:

On the Workflow section, click the block to view the details.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the CHANGE RECORD LIST page showing all the available CRs.

SHOW LIST FOR APPROVAL

Click SHOW LIST FOR APPROVAL to display the APPROVE CHANGE RECORDS page showing only the CRs waiting for approval.

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.

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.
Initiator	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.
Display Alert Hours Before the Planned Start Time	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:

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

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
Frequency	Select Occurs Once At or Occurs Every from the list. If you select Occurs Once At, specify the time in the Time field. If you select Occurs Every, you need to specify the recurring hours details, start and end time.
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.

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. 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.

Figure: CR summary

Field	Description
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.

APPROVE CR - AUTHORIZATION

Figure: APPROVAL pop-up page : APPROVE CR - AUTHORIZATION

The following table describes the fields on the APPROVE CR (AUTHORIZATION) section:

Field

Description

Approver

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.

Remarks

The Authorizer types in the comments.

APPROVE CR - CAB APPROVAL

Figure: APPROVAL pop-up page : APPROVE CR - CAB APPROVAL

The following table describes the fields on the APPROVE CR (CAB APPROVAL) section:

Field	Description
Approver	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)
Status	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.
Is Mandatory	if check-box is selected, then corresponding approver approval is mandatory.
Remarks	The CAB member types in the comments for approval/ objection.

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

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:

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 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 pop-up 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 that can be used for creating Change Record(s). Select the Template name from the Select Change Record Template drop-down list you want to import.

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.

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.

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.

Figure: CHANGE RECORD - TEMPLATE-TEMPLATE NAME page

Closing CRs

The CAB members can change the Status of a CR to Closed and update the PI Review details to close the CR. It is mandatory to update the post implementation details before closing a CR.

CHANGE RECORD ID: Status is Closed
Figure: CHANGE RECORD ID: Status is Closed

POST IMPLEMENTATION REVIEW pop-up page
Figure: POST IMPLEMENTATION REVIEW pop-up page

Canceling CRs

Only the Change Requestor of a CR or Change Manager can cancel the CR by changing the Status of the CR to Canceled with Reason for Cancellation. Once the CR is authorized, the Status of the CR is changed to Initial Authorization and the CR cannot be canceled.

View

What is a view?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Note:

A view created by an analyst is not available to another analyst.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.
Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators and a short description against each of them. ( The following table describes the list of operators with a short description.)

Note:

Based on field section the operates are displayed or loaded in the Operator field.

Based on the selected field, the operates are populated in the Operator field.

Scenario:

Create a view to view Cancelled CRs of Information Technology Tenant. (Create a view to get a list of the Canceled CRs of the Information Technology Tenant.) In this case, add conditions as shown below.

Click Apply to view records that meet the above filter conditions.
Click Save As New. The SAVE VIEW pop-up is displayed.
Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see 162988972.
Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Field	Description
Views
View Name	Type in the name for the View.
Set As Default	Select the Set As Default check box to view the CRs that meet the filter conditions or criteria defined in that View. It reduces the user effort and time for repeated search actions with the same filter criteria.
Filters
Field	Each field is a column in the table. (action)
Operator	Each field type has its own set of valid operators. The operator determines if a value is needed (where).
Values	Each field has its own set of valid values determined by the field type and operator. (action- specify)
Configure Columns	Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.
Display Type	(Tabular View) icon: Click this icon to configure columns for Tabular view. (Tile View) icon: Click this icon to configure columns for Tile view.
Available Columns	Lists the available columns.
Selected Columns	Lists the selected columns. Note: Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. Drag up or down to set the sequence in which the columns should be displayed on the page.

Apply a View

Search and select the View from the drop-down list.

Set as Default:

To Set Specific View as Default:

Search and select a View from the drop-down list.
Click Set As Default link to make it default view.

Note:

The selected view is set as default.

Edit View

To Edit Specific View:

Search and select a View from the drop-down list.
Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see 162988972.
Click Submit.

Note:

The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). Upon (By) clicking a specific field, the Analyst can view the values selected for that field.
Click (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.
Click (Reset) to reset the conditions to the initially configured condition for the selected view.
Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

Search and select a View from the drop-down list.
Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Change Records.

Adding Filter Conditions:

A condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.
Value: Each field has its own set of valid values determined by the field type and operator.

Note:

In the Field drop-down the analyst can view the following field groups.

User Attributes
Standard Attributes
Date
Additional Attributes
Custom Fields

Under the Custom Fields section, the Analyst can view the Custom Attributes or Fields added for the Change Management module. For Custom Fields, the Operators are displayed based on Custom Field selection.

Fields	Operator Name	Operator	Function
User Attributes Change Requestor Change Initiator Standard Attributes Customer Owner Workgroup Assigned Workgroup Analyst/Assigned To Status Change Category Category Impact Urgency Priority Risk Change Type Is Down Time Required System Impact PIR Reviewer Blackout Plan Tested Change Implemented or Rolled Back Change Successful Additional Attributes Communication Plan Required	Equals	=	Find an exact match with the entered value. Example: Status = Open On the Change Record List page, the Analyst can view the CRs in Open status.
	Not Equals	!=	Find a match that should not be equal (exactly), ( remove comma , add" to" )the value entered. (entered value) Find a match that should not be equal (exactly) to the entered value. Example: Status != Canceled On the Change Record List page, the Analyst can view the CRs of all statuses except the CRs in the Canceled status.
	Is one of	IN	Find matches with any one of the options that you select. Can select one or more options. Example: Status IN Closed and Canceled. On the Change Record List page, the Analyst can view the CRs in Closed status or canceled status or both statuses.
	Is not one of	NOT IN	Find matches that do not match with any of the selected options. Example: Location NOT IN Closed and Canceled. On the Change Record List page, the Analyst can view the CRs of all statuses except the Closed and Canceled.

Fields	Operator Name	Operator	Function
Standard Attributes CR ID CI ID Date Updated Since (In Days) Registration Date Updated Time Planned Start Time Planned End Time Downtime Start Time Downtime End Time Release: Planned Start Time Release: Planned End Time Release: Actual Start Time Release: Actual End Time Implementation: Actual Start Time Implementation: Actual End Time Actual PIR Date Note: The IN (Is one of) Operator is not applicable for Date fields.	Equals	=	Find an exact match with the entered value. Example: CR ID = 444 On the Change Record List page, the Analyst can view the CR with the CR NO = CR444
	Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the value entered. Example: CR ID >= 444 On the Change Record List page, the Analyst can view the CRs greater than and equal to the CR444. or On the Change Record List page, the Analyst can view all tickets whose CR ID is greater than and equal to 444.
	Less than or equal to	<=	Find a match where the numerical value is equal or less than the value entered. Example: CR ID <= 444 On the Change Record List page, the Analyst can view the CRs less than and equal to to the CR444. or On the Change Record List page, the Analyst can view all tickets less than or equal to 444.
	Greater than	>	Find a match where the numerical value is greater than the value entered. Example: CR ID > 444 On the Change Record List page, the Analyst can view the CRs greater than the CR444. or On the Change Record List page, the Analyst can view all tickets greater than 444.
	Less than	<	Find a match where the numerical value is less than the value entered. Example: CR ID < 444 On the Change Record List page, the Analyst can view the CRs less than the CR444. or On the Change Record List page, the Analyst can view all tickets less than 444.
	Between	Between	Find a match where the numerical value is between the first and second value inclusive. Example: CR ID Between 444 and 450 On the Change Record List page, the Analyst can view CR444, CR445, CR446, CR447, CR448, CR449, and CR450.
	Is one of	IN	Find matches with any one of the options that you select. Can select one or more options. Example: CR ID IN 444, 455 On the Change Record List page, the Analyst can view the CR444 or CR455 or both CRs.
Standard Attributes Proposed for Standard Change View All CRs Has Attachment Additional Attributes View Only Refer Back CRs	Equals	=	Find an exact match with the value. Example: Has Attachment = Yes On the Change Record List page, the Analyst can view all CRs has attachments.
Standard Attributes Trigger For Change Release Plan Test Plan Post Implementation Review Description Information	Contains	Contains	Display IT tenant tickets where Description Contains Microsoft. Note: In the Values field, the users can search for a keywords (user input) using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

Configure Columns

Click CONFIGURE COLUMNS to customize the columns on the page.

To personalize columns:

Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.

Figure: CONFIGURE COLUMNS pop-up page
Select Display Type (Tile View or Tabular View).
Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns.
Drag Up or Down to specify the sequence in which the columns should be displayed on the page.
Click SUBMIT. The list reloads to show the changes.
Note:
The following new columns are available in the Available Columns of CONFIGURE COLUMNS pop-up page
Page Name Columns
Change Record List page
Change Requestor
Change Initiator
Assigned To
Customer
Updated Time
Closure Code
Tenant
Urgency
Approval Status

ACTIONS

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

NEW CHANGE RECORD

Click NEW CHANGE RECORD to create a new Change Record. For more information about creating Change Records, see Creating Change Records (CRs).

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