Manually create an SRM change task

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • Create a change task to implement a controlled process for modifying approved and supported actions for SRM.

    Before you begin

    For general information on Change requests, see Using Change Management.

    Role required: Responder, Manager, or Administrator

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You are taken to your SRM homepage.
      Note:
      If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
    2. On the left navigation pane, select Reliability tasks.
    3. Select the Changes tab.
    4. Select New from the Changes list header.
    5. In the Select a change window, search for a change record or select an SOW change creation page card to select the type of change request.

      SOW change creation page cards include items such as replace printer toner and add network switch to datacenter cabinet.

    6. Select Next.
    7. In the form Details tab, fill in the fields under Change request.
      Field Description
      Change request
      Short description Brief description of the change request.
      Description Description based on Short description.
      Number Identifier for the change request.
      Category Category for the change request.
      Choices are:
      • Hardware
      • Software
      • Service
      • System Software
      • Application Software
      • Network
      • Telecom
      • Documentation
      • Other (default)
      Model Model to use for the change request.

      Standard (default)
      Risk Risk the issue poses.
      Choice are:
      • High
      • Moderate (default)
      • Low
      Type Type of change request.

      Standard (default).

      Read-only.
      Impact Impact the issue poses.
      Choices are:
      • 1 - High
      • 2 - Medium
      • 3 - Low (default)
      State State of the change request.
      Choices are:
      • New (default)
      • Assess

        If approval is required further states are unavailable.

      • Scheduled
      • Implement
      • Canceled
      Work notes list Team members to receive notifications when work notes are added.
      Note:
      An administrator must have already created an email notification for the work notes list for this to be available.
      Work notes Any additional information related to the request.
      Impact
      Configuration item Asset affected by the issue.
      Service Service affected by the issue.
      Service offering Service offering affected by the issue.
      Assignment
      Assignment group Team assigned to the change request
      Assigned to User assigned to the change request.
      Planning
      Justification Reasoning for the change request.
      Implementation plan Imported text.
      Risk and impact analysis Analysis of risk and impact of the issue.
      Backout plan Imported text.
      Test plan Imported text.
      Schedule
      Planned start date Expected date to begin change.
      Planned end date Expected date to finish change.
      Actual start date Date change implementation began.
      Actual end date Date change implementation ended.
      Conflict status Not run. Read-only.
      Conflict last run Based on Conflict status. Read-only
      Notes
      Watch list Interested users.
      Work notes list Team members to receive notifications when work notes are added.
      Note:
      An administrator must have already created an email notification for the work notes list for this to be available.
      Additional comments Additional notes for the request.
      Work notes Additional notes on the work done for the request
      Closure Information
      Close code Code for the change request.
      Choices are:
      • None (default)
      • Successful
      • Successful with issues
      • Unsuccessful
      Close notes Notes on the change request closure.
    8. Optional: Select Assign to me.
    9. Select Save.

      The change request is created and a Related Records tab appears for the request.

    10. Optional: You can take the following steps in State workflow.

      If the change request requires approval, you will see the Request approval button. Select Request approval and State moves to Assess. See Approve a change request for SRM team approvalfor instructions on approving a change request.

      If the change request is pre-approved or does not require approval, you can move the State to Scheduled.

      Once approved and scheduled, you can select Implement to put the change request into action.

      Once implemented, you only after reviewing the details on the change request, select Review. The change request is moved to the Review state.
      Note:
      All open change tasks are set to Canceled.

      For more information on State in Change requests, see, SRM change request states