Track Changes
The change request process allows the caller to be informed about the work progress.
In SimpleOne, this process is implemented as Notifications sent by email. Notifications delivered "out-of-the-box" are described below:
| Notification | Description | Target audience |
|---|---|---|
| Change request is created | This notification is sent after the change request is just created and registered. | Change manager |
| Change request is in progress | This notification is sent to the assigned users stating that the work on the change tasks to be started. | Assigned user, Stakeholders* |
| Change request is assigned | This notification is sent after the change request is assigned to a responsible group or person. | Follower, Assigned user, Assignment group |
| Change request is scheduled | This notification is sent after the change request state changes to Scheduled. | Follower, Assigned user, Stakeholders* |
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. | Follower, Assigned user |
| Change request requires your authorization | This notification is sent after the change request state changes to Authorization. | Approvers |
| Change request has been authorized | This notification is sent after the change request has been successfully authorized (state changes to Scheduled). | Follower, Assigned user |
| Change request authorization rejected | This notification is sent after the change request authorization failed (request state changes to Registered). | Follower, Assigned user |
| New comment is added | This notification is sent after the change request has additional comments. | Follower, Assigned user |
| Change request is completed | This notification is sent after the change request state changes to Completed. | Change manager, Stakeholders* |
| Change is implemented | This notification is sent when the change request is completed with a closure code Implemented. | Change manager, Stakeholders* |
| Change is partially implemented | This notification is sent when the change request is completed with a closure code Partially implemented. | Change manager, Stakeholders* |
| Change failed to be implemented | This notification is sent when the change request is completed with a closure code Not implemented (Rollback). | Change manager, Stakeholders* |
| Change is canceled | This notification is sent when the change request is completed with a closure code Not implemented (Canceled) because the change authority (CAB) authorization failed or was canceled. | Change manager, Stakeholders* |
| Change request post-implementation review | This notification is sent when the change request status changes to Post-implementation review. | Stakeholders* |
Change Tasks
| Notification | Description | Target audience |
|---|---|---|
| Change task is canceled | This notification is sent when a change task has been canceled. | Assigned user |
| All change tasks are completed | This notification is sent upon completion of all related change tasks. | Change manager, Assigned user |
| Change task is ready | This notification is sent when a change task has been created or edited. | Assigned user |
| Change task plan is ready | This notification is sent after the associated change task is saved with the Plan ready checkbox selected. | Assigned user |
*Stakeholders – here: the people who may need or want to track the work on the change request. They are not responsible for any part of the change request workflow. Read the article to see how to add them to the recipients list.
To learn how to create new notification rules or modify existing ones, read the Notifications article.
Additional Notification Recipients
It is possible to send notifications about the change request to a custom list of recipients apart from those stated above. To do so, complete the following steps:
Ensure there is a special group created, or create one. The members of this group will receive the notifications regarding the change request. Use the group ID as a value for the system property itsm.change_stakeholders.group.id.
Sending notifications to the stakeholders is impossible if, in the Change authority field on the Change Request form, the Local authorization option is selected.
Also, two types of tickets are created for the change request in this case:
- mandatory – for the members of the specified Change authority.
- non-mandatory – for the members of the group specified in the itsm.change_stakeholders.group.id.