Creating a New Change - Vocabulary and Workflow
To learn about creating a new change, please refer to the following instructions for an explanation.
Vocabulary (These are names of fields in change requests)
Change ID - a unique and automatically assigned number associated with a change request
Coordinator Group - the primary group of which the change coordinator (or submitter) is a member
Change Coordinator - the submitter (or creator) of the change request
Change Location - the moira-provided location linked with the change coordinator
Service - a selection chosen from the (MIT) Service Catalog list which describes the type of change
Template - provides the ability to select a change template which will prepopulate certain fields depending on the template definition
Summary - a short description of the specific change
Notes - a more complete description of the change, when helpful
Class - the type of change; a Standard change will be the most common and only requires approval at the implementation phase; a Normal change requires approval at both the review and implementation phases
Impact - the impact to the (MIT) community which could be expect from this change; the impact level determines the required number of approvals
Manager Group - this will match the Coordinator Group most of the time
Change Manager - this will match the Change Coordinator most of the time
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.
First, using a browser with a valid MIT personal certificate, go to http://remedy-qa.mit.edu; This should authenticate you through Touchstone and forward you along to the MIT-QA onbmc.com site. You should see your home screen, which is configurable, but will default to showing any requests currently assigned to you.
Next, open the "accordian" menu from the top left area of your browser window to expose the Change Management menu, and then select New Change.
This will bring you to a new screen where the change is initiated and you can start entering pertinent information. Some of the fields which are required are already prepopulated. Others which will need to be filled in are: Service and Summary. You should also check the Class and Impact fields to make sure those are selected appropriately. A class of normal means the change will need to be approved at the review and the implementation phase, whereas a class of standard means the change will only need approval at the implementation phase. An impact level of 4-Minor/Localized will not require any approval (as it is self-approved), but other impact levels will require approval(s) as specific in the approval wiki page.
After entering all of the necessary information, the change can then be sent to the "next-stage", for either review, approval, or implementation, as is appropriate for that particular type of change. How the change proceeds through the system depends on the class of change and the impact level. See the approvals wiki page for more info about those aspects of a change request. Notice that this change has been populated with appropriate values for the following fields: Service, Summary, Notes, Class, Impact, and Urgency.
Once the change information has been entered, click the Next-Stage button in the lower left to proceed. Review the info, make any necessary changes, and then click the save button.
The change request should now be shown in the next phase.
Due to a refresh bug in Remedy, it is necessary to manually refresh the record (not the web page) in order to display the status correctly. To do this, click the "down arrow" icon which is next to the home icon in the upper left area of the screen. This will popup a list of recent requests and you can then double-click on the record which you were working on. That record should then refresh and will be shown in the proper phase.
In this example, I created a Normal change which requires approval at the review phase. You can see Garry's ID listed in the approval section in the lower right section of the screen. Garry will receive an email requesting approval for this change. Once he approves the record, I will receive a notification and can then proceed with the next phase of the record, which is planning and scheduling.