Submitting a Request for Change

The change management life cycle cannot begin until you submit a request for change. In ChangeGear, you can create and submit change requests using the Request for Change (RFC) form, or by e-mailing an address set up by your ChangeGear administrator. ChangeGear's Request for Change form provides a consistent method for recording the details of your change request. The RFC form systematically populates several of its fields with data automatically when the form is opened or when the e-mail is processed by ChangeGear. To ensure a high standard of detail, ChangeGear requires the completion of several fields in the RFC. Although the RFC lets you take a minimal approach for simple requests, a complex request with a great amount of detail can also be submitted with ChangeGear's RFC.

Tip: For instructions on submitting change requests through e-mail, see Submitting Tickets via E-mail.

As you are defining your change request and before you submit the request, you can select to save the request and return to it later - without submitting it into the ChangeGear system. This is referred to as the Unsubmitted work flow stage. Begin by creating a new change request and defining as much information as you desire, click the Save as draft button in the toolbar. You need to remember to come back to your unsubmitted request, continue filling out the information and click Submit to process the change request in ChangeGear.

In some organizations, the Change Manager performs analysis on the request before it is approved.

If you edit a ticket without saving, you are prompted to save when you close the ticket.

Tip: You can create a new ticket within the form. The new ticket appears in the same web browser as the RFC you are editing. If you have any unsaved changes, you must save before creating a new ticket.

To submit a request for change:

  1. Navigate to the Change module and click New.

    Note: Depending on your ChangeGear configuration, you may be prompted to select a Change Mode. The Change Mode that you select affects the layout of the RFC form. If you are not sure which Change Mode to select, refer to your Change Manager. For more information, see Overview of Change Modes.

  2. ChangeGear automatically populates some fields for you in the RFC form. There are also required fields that you must fill out before you can submit your RFC. Click for more details on required fields

  3. If you are not the Requester, select the user from the list or use the type-ahead feature.

  4. In the Summary list, type the reason for the RFC. You can use the type-ahead feature to select common RFC summaries from the list.

  5. In the Description field, enter the complete details of the RFC.

  6. In the Notesfield, enter any additional notes necessary for the change to be completed.

  7. In the Change Type list, select from the list menu to define the change type.

  8. In the Ownerfield, enter the user or team ultimately responsible for the change.

  9. In the Assigned To field, select a Team, user, or role from the list or use the type-ahead feature.

  10. In the Impact list, select the level of complexity associated with the change.

  11. In the Urgency list, select the level of necessity associated with the change.

  12. In the Priority list, rank processing of change in comparison other tickets.

  13. In the Due Date fields, enter the desired completion date and time.

  14. In the Impacted Resources field, open the menu or click the button to add resources to the Selected Item section. See Identifying Impacted Resources for more information.

  15. In the Impacted Business Services field, open the menu or click the button to add business services to the Selected Item section. See Identifying Impacted Business Services for more information.

  16. In the Impacted Users field, click the button to add users, teams, or contacts to the Selected Item section. The Impact Analysis dialog will display. Click Add and select affected users. Click OK to add the users to the RFC. See Identifying Impacted Users for more information.

  17. In the Business Riskfield, select the estimated risk of the change.

  18. If the origin of the change request is not Internal (the default), enter the origin of the request.

    Note: ChangeGear allows you add additional details to the Origin field.

  19. In the Origin ID field, type in the external ID if the request came from an external system or source.

  20. Complete the Require, Plan, If Not Implemented, Alternative Solutions, and Possible Side Effects sections in the Analysis tab. (See Specifying Analysis Details for more information).

  21. To save your change request without submitting it into ChangeGear, click Save as draft in the toolbar.

    -OR-

    Click Submit to submit your change request.

    -OR-

    Click Submit for Approval to submit your change request for approval. You will be required to fill out a comment in the Web Page Dialog.

Back