Implement and Complete Changes

tip

Role required: change_manager.

Assign and update change requests

To assign a change request, perform the following steps:

1. Navigate to Change Enablement → All Change Requests and open the change request you need to assign.
2. On the General tab, click the magnifier icon next to the Assigned user or Assignment group field.
3. Select the user or group to assign the change request to.
4. Click Save or Save and exit to apply the changes.

Alternatively, simply click the Assign to me button to assign a change request to the current user. The button is available for all agents who are not currently assigned to the change request, but have the ITSM_agent role or are members of the group specified in the Assignment group field.

The Assign to me button moves the change request into the Assigned state.

Whereas the Assigned to field is completed with the name of the current user, the Assignment group field is completed depending on the following conditions:

• If the Primary group (primary_group) field on the current user's page is completed, then an empty Assignment group field is completed with the primary group value on the change request form.
• If the Primary group field on the current user's page is completed, but the Assignment group on the change request form is filled with a different value, then the Assignment group is completed with the primary group value.
• If the Primary group field is empty, but the Assignment group is completed with a group to which the user belongs, then the Assignment group field keeps its value.
• If the Primary group field is empty, but the Assignment group is completed with a group to which the current user does not belong, then the Assignment group is cleared.

If the Assignment group field is updated when the Assigned user field is empty, then the system sends a notification to the members of the assigned group.

To update a change request, complete the steps below:

1. Navigate to Change Enablement → All Change Requests and open the change request you need to update.
2. Update the necessary fields.
3. Click Save or Save and exit to apply the changes.

Create a change bundle

tip

Roles required:

• Create – admin, change_manager.
• Read – admin, change_manager, assigned_user, assignment_group, ITSM_agent.
• Update – admin (bundles in all states); change_manager, assigned_user, assignment_group (bundles in all states except Closed). A change bundle's State can only be manually updated by admins and only after the change bundle is created.
• Delete – admin.

You can bundle similar change requests together. This makes it more convenient to track their implementation and manage their dependencies.

To create a change bundle, complete these steps:

1. Navigate to Change Enablement → Change Bundles.
2. Click New in the upper-left corner of the page.
3. Fill in the Change Bundle form fields.
4. Click Save or Save and exit to apply the changes.

There are several ways you can link change requests to a change bundle:

• Specify the change requests in the Related Change Requests field on the change bundle's Related Records tab.
• Specify the change bundle in the Related Change Bundle field on the change request's Related Records tab.

The change bundle form also contains the Related Change Requests related list. It displays all the change requests included in this change bundle.

caution

A change request can only be linked to one change bundle.

Change bundle form fields

General

Field	Mandatory	Description
State	N	The change bundle's state. When creating the change bundle, its state is read-only. After the change bundle is created, only admin users can manually edit this field. A change bundle's state is determined automatically based on the states of the linked change requests: Registered – when a change bundle is created, as well as if the linked change requests are in the Registered, Authorization, or Scheduled state. In Progress, if at least one linked change request is in the In Progress state. Completed, if the linked change requests are in the Completed, Post Implementation Review, or Closed state. Closed, if all the linked change requests are in the Closed state. A change bundle's state is reviewed every time any of the linked change requests changes state, as well as every time the change bundle's composition changes.
Service	Y	Specify the service the change bundle applies to.
Assignment group	Y/N	Specify the group responsible for the change bundle. A notification will be sent to its members. The field is non-mandatory if the Assigned user field is filled in.
Assigned user	Y/N	Specify the user responsible for the change bundle. A notification will be sent to this user. The field is non-mandatory if the Assignment group field is filled in.
Subject	Y	Specify the change bundle's subject.
Description	N	Describe the change bundle.
Planned start datetime	Y	Specify the date and time to start processing the change bundle. Planned start datetime must not be later than Planned end datetime.
Planned end datetime	Y	Specify the date and time to finish processing the change bundle. Planned end datetime must not be earlier than Planned start datetime.
Related CIs	N	Specify the configuration items related to the services the change bundle applies to.
Work notes	N	Add a comment relating to the change bundle.

Related Records

Field	Mandatory	Description
Caused by incidents	N	Specify the incidents that caused the change requests included in the change bundle.
Related incidents	N	Specify the incidents the change bundle is related to.
Caused by problems	N	Specify the problems that caused the change requests included in the change bundle.
Related problems	N	Specify the problems the change bundle is related to.
Related change requests	N	Specify the change requests linked to the change bundle. Note that a change request can only be linked to one change bundle.
Caused by service requests	N	Specify the service requests that caused the change requests included in the change bundle.
Related articles	N	Specify the knowledge base articles the change bundle is related to.

Closure information

Field	Mandatory	Description
Closure code	N	The change bundle's closure code. It is determined automatically based on the closure codes of the change requests linked to the change bundle: Implemented, if all the change requests were completed with this code. Partially implemented, if at least one change request was completed with this code. Not implemented, if all the change requests were completed with the Not implemented (Canceled) code, or if at least one change request was completed with the Not implemented (Rollback) code (regardless of the closure codes of the other change requests). Thus, Not implemented will be set even if the change bundle also includes a change request with the Partially implemented code. Users with the change_manager or admin role can change the Closure code if needed. The Closure information tab with the Closure code field is displayed for the change bundles in the Completed and Closed states.

Complete changes

Based on the state model, the change request has to be closed when it has been fully processed. The Closure Information tab appears and becomes mandatory when the change request state is Completed, Post implementation review, or Closed

Field	Mandatory	Description
Complete originators	N	Select this checkbox to make the originators related to this request be completed along with it.
Closure notes	Y	Specify some notes summarizing the implementation process. You can add a quick response by clicking the Quick Responses widget icon , if the widget is added to the form. Read more in the Quick Responses article.
Closure code	Y	Specify a closure code: Implemented – The change request has been fully implemented. Partially implemented – The change request has been implemented with some exclusions that do not affect the critical functionality of the service. Not implemented (Rollback) – The implementation of a change request was not successful, and the previous state of service or CI was restored. Not implemented (Canceled) – The change request was cancelled because the change authority (CAB) authorization failed or was revoked.