Change Management

Configuration > Tickets > Change Management

Related Guides:

• Change Management

Field	Type	Description
Show the Change Management tab on the Ticket Details screen for Change Requests	Checkbox	When checked, the Change Management tab will be visible on Tickets that are Change Requests. This tab will contain the following selected information.
Show the "Change Information" field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Justification" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Impact" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Risk" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Backout Plan" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Communication Plan" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Test Plan" Field	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
Show the "Roadmap" Fields	Checkbox	When checked, this field will appear in the Change Management tab on Tickets.
First Column Name	Free Text	Should Roadmaps be enabled on a ticket, the text entered here will determine the left-most column on the Roadmap view of the End-User portal.
Second Column Name	Free Text	Should Roadmaps be enabled on a ticket, the text entered here will determine the middle column on the Roadmap view of the End-User portal.
Third Column Name	Free Text	Should Roadmaps be enabled on a ticket, the text entered here will determine the right-most column on the Roadmap view of the End-User portal.
Enable Change Collision Detection	Checkbox	When checked, Agents will be notified when attempting to log a Change Request with times that overlap with another Change Request. Once assigned, this will search for any of the assigned Agent's workload that conflicts.
Only detect Change Collision for the same Customer	Checkbox	The change collision detection will only refer to changes at the same customer when this option is enabled.
Only show changes that have been approved on the Change Calendar	Checkbox	When checked, unapproved changes will not be visible on the Change Calendar.
Publish the change calendar to the Self-Service Portal	Checkbox	When checked, a live version of the Change Calendar will be visible on the Self Service Portal. The degree of visibility to End-Users can be configured below.
Change Calendar Visibility	Single Select	When the option to have the Change Calendar published to the Self Service Portal is enabled, the selection made here will dictate which End-Users can see these changes, and which changes they can see.
Prevent logging of change requests that clash with change freeze periods	Checkbox	When checked, if trying to log a Change Request with start and end times that clash with the below set Freeze Periods, you will not be able to complete the process unless the times are changed to an available slot.
Freeze Periods	List	This list will contain any Freeze Periods in which Change Requests shouldn't be logged. With "Enable Change Collision Detection" turned on, a warning will be presented when attempting to log such a Change Request. With "Prevent logging of change requests that clash with change freeze periods" turned on, such Change Requests will not be able to be logged at all. Should neither of the above settings be enabled, these Freeze Periods will simply act as an entry on the Change Calendar, and will not have any other function. These Freeze Periods can be configured to have a start and end time, along with a name. These can also be made recurring when created, this will produce additional fields for setting this schedule. Checkout Change Management for more information.
Enable Maintenance Windows	Checkbox	When enabled, a table will appear below to add the Maintenance Windows. Essentially the reverse of freeze periods where it will allow changes within those windows instead of blocking them.
Prevent logging of change requests that aren't within maintenance windows	Checkbox	When enabled, Change Requests cannot be logged outside of Maintenance Windows.