- In Fresh Service select the INC from the Applications Change Group list. Check the associations tab to ensure there are no existing associations, there will be a number next to associations if one exists.
- The change request needs to be changed from an Incident (INC) to a Service Request (SR) by clicking on the green quick toggle ticket type on the top right-hand-side menu bar. [You can also amend this in the Properties Tab within the Type field.]
- Download all attachments on the ticket including the Change Request form. N.B. A change cannot be processed without a change request form. If there is not one attached, reply on the ticket attaching the New Change Request Form asking for it to be completed and returned on the ticket. While waiting for the form to be returned, update the status to On Hold and do not progress to create a change.
- Select Associate and Change initiated by this ticket.
- Complete the following fields:
- Requester - Should be the name of the individual that raised the INC ticket. Search for the user and if they don't come through add their email address.
- Subject - This will automatically default to the description of the INC. This needs to be updated to something more meaningful that summarises the content of the change request. [Make sure all 3 tickets have the same Subject.]
- Change Type:
- Application Standard - pre authorised change that is low risk, frequently implemented (is not required to go to CAB).
- Application Normal - Normal change - follows the default change control process (is required to go to CAB).
- Group: Applications Change Group
- Agent: Enter the name of the individual who will be completing the change. If that person does not have a Fresh Service account, enter In DevOps. [You can type in Me to find yourself.]
- Planned Start Date: Enter the date to match the Date change requested field on the change request form. Set the time to 1:00.
- Planned End Date: Enter the date to match the Date change required by field on the change request form. If the form states ASAP, enter a date one month ahead of the Planned Start Date.
- New Functionality/Release: No
- Does this impact service catalogue: No it doesn't
- Select Associate. CHN ticket is created and sits within the associations tab on the INC.
- Open the CHN in a new tab ready to copy details into the DevOps ticket.
- Open DevOps and access the Work Items List. Select + New Work Item > Change Request.
- Complete the following fields:
- Enter title: copy and paste the subject of the CHN.
- Update the assignee form Unassigned to match the CHN.
- Description:
- Copy and paste (as plain text, ctrl + shift + v) the Background and Details of change required from the change request form, including the section headers.
- Bold the section headers and remove any unnecessary lines.
- Insert any supporting images by snipping them and pasting them into the right section of the field.
- Change Type: Match the change type of the CHN.
- Change Category:
- New Asset/Hierarchy/Remodel - used if the change is related to the creation of a new asset, a change to asset hierarchy or if an asset requires remodeling.
- Other - used for all other changes
- Patch Changes
- User Group/Permission Changes
- SD Change Reference: Enter the CHN code (e.g. CHN-XXXX)
- Requester: Match the requester of the INC and CHN. Search for and select the user.
- Target Date: Match the Planned end date from the CHN.
- System: Select the correct system from the list that the change effects. If it relates to multiple systems, select the main system and ensure the detail of the description is updated to reflect the changes required in all systems effected.
- Rationale:
- Copy and paste (as plain test, ctrl + shift + v) the Impact of change and Impact of not completing change by required date of change required, from the change request form, including the section headers.
- Bold the section headers and remove any unnecessary lines.
- Access the attachments tab and select + Add attachment. Upload all attachments that were provided on the INC.
- Save
- 3 tasks will need to be created for Analysis, Testing Deployment and Live Deployment. The following set of steps will need to be repeated to create all 3:
- Return to the Details tab and select + Add link > New Item
- Title: Analysis/Testing/Deployment. Select OK.
- Original Estimate: Add an estimation of the time the task will take.
- Description: Enter a summary of the task being carried out.
- Save & Close.
- The DevOps ticket will be raised with a status of 'New'. Update the ticket to the correct status based on the following:
- Leave at 'New': Not ready to start analysis work or to send for approval.
- 'Under Analysis': Further analysis is required prior to approval.
- 'Waiting for Approval': Analysis is complete and solution is ready to be approved. N.B. Only set Normal Changes to Waiting for Approval once there is a known and documented solution as this is the trigger for the ticket to be discussed at CAB.
- Return to the CHN ticket in Fresh Service. Update the status based on the following:
- Standard change: Set to Awaiting Approval. N.B. If analysis work is required, prior to approval, leave the status at pending until there is a known solution. If there is a known solution but their is an extended time period before deployment, update the status to Awaiting Approval closer to the anticipated deployment date.
- Normal change: leave status at Planning. This will be updated when the change goes to CAB.
- All work raising the CHN is now complete and the tab can be closed.
- Return to the INC ticket in Fresh Service, update the status to Pending and the Agent to the individual that is carrying out the change. If the person does not have a Fresh Service account, set it to in DevOps.
All work to raise a change from the INC is now complete and the tab can be closed.
If you need to send a ticket to another approver if your lead is on leave, you will need to change the approver in DevOps before selecting waiting for approval and on the change request add a second approver under (+) Request Approval > Change Planning and select your nominated approver.