My Change Requests

22 Oct 2024
6 Minutes to read

My Change Requests

Updated on 22 Oct 2024
6 Minutes to read

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Creating a Change Request initiates a formal process for managing and implementing changes within an organization’s IT. This process provides a structured and standardized approach to change management, ensuring transparency.

End users can create Change Requests (CRs) with minimal field requirements. The CR workflow does not apply to requests raised by end users; analysts must provide additional information to initiate the actual CR workflow. Change Requests created by end users remain in draft status until they are changed to requested status, at which point they are available to analysts.

In Change Requests, you can perform the following functions:

Log Change Request

To log a new Change Request, perform the following steps:

Navigate to Change > Change Request > My Change Requests.
The Change Request list page is displayed.

Figure: Change Record List
Click New to log a new Change Request.
The New Change Request page is displayed.

Figure: New Change Record
Enter the required details as described in the following table and click Save.

Field	Description
Requestor	By default, the name of the user who requested the Change Request is displayed. Note When a CR is created from a Service Request (SR), requester is the user who logged the SR. All the notifications sent to the CR Requestor are also sent to the SR Requester.
Tenant	Select name of the Tenants from the list.
Expected Change Description	Provide the expected change description for creating for the Change Request.
Change Type	Search and select the Change Type from the list: Standard, Normal, Emergency, and Expedited. 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.
Change Category	Select the category of the Change Record. The Category pop-up page is displayed. 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.
Impact	Select the Configuring Impact from the drop-down list to define the impact of change on the users.
Urgency	Select the Urgency from the drop-down list to provide the indication of how quickly CR should be resolved.
Priority	Select the Priority from the drop-down list to define the precedence in which the CR should be addressed.
By when do you want this Change to be implemented?	Select the days or months from the list when you want to change to be implemented.
Attachment	Click +Choose icon to choose an appropriate file to attach as a reference material for a test plan of a CR. Notes The Users can upload an attachment with the same name for the second time or multiple times. The application saves both the old and new attachments.

My Change Requests

You can view the list of Change Requests created by you. Once a CR is created, you cannot change any fields. You can only update the additional information for the CR. The CR is available in Draft status until the Analyst changes it to Requested status.

To view or update the CR, perform the following steps:

On the Apex Mobile, navigate to Change > Change Request > My Change Requests.
The My Change Requests list page is displayed.
Figure: My Change Request List
On the Change Record screen, tap the Change Record tile to view the Change Record Detailed screen.
You can manage the Change Record details and can perform following tasks associated with the Change Record.

Update Change Request

Update Change Request to provide additional information, updates, or clarification related to your current Change Request.

To update a Change Request, perform the following steps.

Navigate to Change > Change Request > My Change Requests.
The My Change Requests list page is displayed.
Figure: My Change Requests
Click Change Request widget of the New, Assigned, and In Progress statuses to view the Change Record details page.
The Change Request Detail page is displayed.
Figure: Change Request Detail page
Clickto update the details.
The Update Change Request page is displayed.
Figure: Update Change Request
Figure: Update Change Request
Figure: Update Change Request
Enter the required details as mentioned in the following table and click Save.

Field	Description
User Communications	User Communications section displays details about the communications exchanged regarding the CR.
Message	Use the Message field to provide any additional information or updates related to your CR. The message can help in addressing your CR effectively and promptly.
Attachments	Attach relevant files or documents related to your CR. This could include screenshots, error logs, or any additional information that can assist the team in resolving your CR efficiently.

Cancel Change Request

Cancel Change Record to terminate the ongoing process of the CR. If you have determined that the CR is no longer needed or if circumstances have changed, you can use this option to cancel the CR by clicking icon on the top ribbon.

To cancel a Change Request, perform the following steps.

Navigate to Change > Change Request > My Change Requests.
The My Change Requests list page is displayed.
Figure: My Change Requests
Click Change Request widget to view the Change Request details page.
The Change Request Detail page is displayed.
Figure: Change Request Detail page
Clickto cancel the Change Request.
The Cancel Change Request page is displayed.
Figure: Cancel Change Request
Figure: Cancel Change Request
Select Cancellation Reason and specify the Remarks.
Click Save to save the details.

Close Change Request

Close an Change Request from the Change Request details screen in case the Change Request is withdrawn, its a duplicate Change Request, or for any other reason.

To close a Change Request, perform the following steps.

Navigate to Change > Change Request > My Change Requests.
Click Change Request widget for a Change Request with Implemented status to view the Change Request details page.
Clickand select Close Change Request from the list.
The Close Change Request page is displayed.
Figure: Close Change Request
Figure: Close Change Request
Select the required Closure Reason, provide the necessary Remarks.
Click Save to save the details.

Reopen Change Request

To Reopen a Change Request, perform the following steps.

Navigate to Change > Change Request > My Change Requests.
Click Change Request widget from the Change Request details page.
Clickand select Reopen Change Request from the list.
The Reopen Change Request page is displayed.
Figure: Reopen Change Request
Figure: Reopen Change Request
Select the required Reopen Reason and provide the necessary Remarks.
Click Save to save the details

Change History

Change History provides a record of the changes in the Change Request lifecycle over a period of time.

To view Change History of an Change Request, perform the following steps.

Navigate to Change > Change Request > My Change Requests.
Click Change Request widget to view the Change Request Details page.
Clickto select Change History from the list.
The Change History page is displayed.
Figure: Change History
Figure: Change History
Figure: Change History

In the Change History, you can view the timestamps that indicate when specific changes or updates were made to the CR. These timestamps represent key moments in time when changes were documented, such as the completion of a Change Request or any updates.

You can export the Change History by clicking the icon. Additionally, you can view the Change History in either list or tile view by using the icon.

Provide Feedback

The feedback feature allows users to provide their opinions and comments once a Change Request has been resolved. The feedback option is available when the status of the Change Request is "Resolved." By incorporating user feedback into the resolution process, businesses can continuously improve their services, address any issues promptly, and foster a positive user experience.

Note

You can provide feedback to an Change Request only for the resolved Change Request.

To provide feedback for a resolved CR, perform the following steps.

Navigate to Change > Change Request > My Change Request.
Click the Change Request widget for a resolved or closed Change Request to view the Change Request details page.
Clickto view provide the feedback.
The Provide Feedback page is displayed.
Figure: Provide Feedback
Figure: Resolution - Feedback
Figure: Communication - Feedback
Provide the feedback and click Save.

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