Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
The following fields require explanation:
Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
Specifies the contact name of the person affected by the record. Stores current affected contact information in the ticket for use in reporting. Displays special handling indicators when the affected end user is assigned to a special handling type. You can enter a value directly or click the magnifier to search for a contact name.
Indicates the general category of the change within your IT environment (for example, Change.IT.Server.Configuration or Move.IT.Workstation). Change categories provide default values that are entered automatically on all change orders assigned to the category. In addition to the predefined change categories, your system administrator may define custom change categories. You can enter a value directly or click the magnifier to search for a category. When you edit the Category and a CA Process Automation workflow is already running, the workflow cancels.
Important! If a risk is associated with the specified change category, a Risk Survey button appears when you save the change order. This option opens a risk survey questionnaire for that change category.
Note: Your system administrator has the option of adding custom properties to change order categories. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view a change order. Some custom properties require that you enter a value. For details, see Change Order Properties.
Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or Close Requested. You can enter a value directly or click the magnifier to search for a status. The blue button (on the left side of the Status field) lets you change the current status to the next default status.
Specifies the priority ranking of the record to determine the amount of attention it receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
Specifies the ITIL change type as Standard, Normal, or Emergency. A default value may be defined the change category.
Identifies the risk level of the change order. The risk level is determined by evaluating the risk survey associated with the change order.
The following fields provide change order details:
Specifies the name of the person who created or reported the record. This field is filled automatically with the current user's login information when the record is created.
Specifies the name of the person assigned to handle the record. You can enter a value directly or click the magnifier to search for a name.
Specifies the group that is responsible for this record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any individual contact assigned to the group can handle the record after it has been assigned to the group. You can enter a value directly or click the magnifier to search for a group.
Specifies the group that is responsible for reviewing Requests for Changes (RFCs). The CAB provides multiple perspectives necessary to ensure proper decision making about implementing changes. The CAB can include members from the application team, development manager, component owner, QA, support, and any additional parties deemed necessary. You can enter a value directly or click the magnifier to search for a group.
Specifies an impact code, such as 1—Entire Organization, that indicates how a ticket affects work being performed. For example, a ticket that requires a network outage for several hours would have a higher impact than a ticket that takes a printer off-line. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
Indicates whether the record is Active or Inactive. This value applies to the current record only, not the associated template.
Displays the date that the change order needs to be completed by. You can enter the date in mm/dd/yyyy hh:mm am | pm format, or click the calendar icon to select a date.
Indicates the date on which a follow-up call for this change order should be made. On the date you specify, the change order displays on your scoreboard under the Today's Issue Callbacks category. You can enter the date in mm/dd/yyyy hh:mm am | pm format, or click the calendar icon to select a date.
Identifies the code associated with the core reason why the ticket was opened. Your service desk can use generic root cause codes, such as Hardware Failure or Software Failure, or more specific codes, such as Network.Cable, Network.Card, or Network.Response. You can enter a value directly or click the magnifier to search for a code.
Specifies the company, division, or department that is associated with the change order. You can select a value from the drop-down list.
Identifies the project. You can associate a change order with a project in order to establish a connection to an external project in another product such as CA Clarity PPM or CA SCM. The Project you enter in this field contains the external project information, such as the project name or ID, to make the connection and integration between CA SDM and the external project. You can enter a value directly or click the search icon to search for a project.
Indicates the final outcome of a completed change as Successful, Unsuccessful, or Successful with Errors. You can also create custom closure codes.
Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM. This field stores hyperlinks and displays functional links in read-only mode.
The following fields provide change order summary information:
Gives an abbreviated description of the change order.
Checks the spelling of the text you enter in the Order Summary field.
Gives a detailed description of the change order.
Checks the spelling of the text you enter in the Order Description field.
Specifies the start date and time a change order appears on the Change Calendar pages. This field is optional, but must contain a date value if the Schedule Duration field contains a date value. Changes without an implementation date do not appear on the Change Calendar pages.
Indicates the amount of time required to implement the change in hours and minutes.
Indicates the end date and time a change order appears on the Change Calendar pages. This field is read-only. Its value is calculated from Schedule Start Date and Schedule Duration values.
Indicates (Y/N) whether the change requires approval from a CAB. You can specify which changes are to be considered for CAB approval, by doing any of the following:
Indicates the date and time at which the record was first created, in the time zone of the server. This field is filled in automatically when the change order is created. The date and time appear in mm/dd/yyyy hh:mm am | pm format.
Indicates the date and time at which the word Pending appears in the Status field for the change order. The date and time appear in mm/dd/yyyy hh:mm am | pm format.
Indicates the date and time at which the change order is resolved. The date and time appear in mm/dd/yyyy hh:mm am | pm format.
Indicates the date and time at which the change order is closed. The date and time appear in mm/dd/yyyy hh:mm am | pm format.
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