Identifying Impacted Users

When you review a ticket, you may find that the requester did not identify impacted users. If the Impacted Users field is blank, you should investigate the potential impact on users to identify the users. You may also know of additional users that will feel the impact of the change request. ChangeGear allows you to add users that may otherwise go unnoticed until the implementation of the change request.

To identify the user impact:

  1. In the ticket, open Impacted Users by clicking the icon. The Impact Analysis dialog displays.

  2. Click Add by the Users Impacted field. The Selected Items dialog displays.

  3. Select a user, team, or contact and click Add.

    - OR -

    If you know the names of the users or groups you want to add, you can type them in the Enter a value to search for box and click Find. If you enter multiple names, separate each name by a semi-colon (;). Select the name and click Add.

    Tip: You can simultaneously select a range of users or group by pressing the Shift key while you drag the mouse down the list of users. You can also select multiple non-contiguous users or groups by pressing the Ctrl key while you make your selections.

  4. Click OK to add the users or groups to the Impact Analysis dialog.

  5. Click OK to save changes made to the Impact Analysis dialog.

  6. Save the ticket.

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