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Change Manager - this will match the Change Coordinator most of the time
Phases of a Change
A change request in Remedy goes through 5 phases during its lifecycle. They are:
Initiate - this is the first phase of a change when the change coordinator (submitter) enters all of the initially required information, most notably, the Service, a Summary of the change, the Class, and the Impact. All other required fields should already be filled in with reasonable values, however, you may opt to change their values if it seems appropriate.
Review & Authorize - this is the phase where a change of class Normal would go to the appropriate approver for review. They would either approve the change, reject it, or place it on hold pending further discussion or evaluation. This phase is skipped for self-approving requests which are requests with an impact of level 4 (Minor/Localized). It is also skipped for Standard changes which don't require an approval until the Implementation phase.
Plan & Schedule - this is the phase where the change coordinator should plan the details of the change and schedule it within Remedy. Supporting documents can be attached to the record and notes can be added directly in the record to further explain the planned change.
Implement - this phase is activated when the scheduled time for the change has arrived and it is time to actually perform the planned change. For ad-hoc changes that don't require a strict schedule, it could be that changes are moved quickly from the Plan & Schedule to the Implement phase. Any additional info that comes to light as a result of the change could be entered during this phase.
Closed - this phase is reached when the change is completed to the satisfaction of the customer or approver.
Workflow
Prerequisites for using the Remedy OnDemand system include, either Firefox or Internet Explorer (though other browsers may work, they are not officially supported), pop-ups allowed (for onbmc.com), and a current version of the flash plugin installed for your browser. Also, if you are using a newer version of IE, you may need to turn on compatibility view mode in order for the Remedy site to fully function as expected.
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