About Change Records
From InSite
A Change is the addition, modification, or removal of anything that could have an effect on IT Services. Changes are intended to resolve Problems, remedy the cause of Incidents, and preclude the recurrence of Incidents. The scope of a Change can include all IT services, configuration items, processes, and documentation, etc.
A Change Record contains the details of one Change. The Change Details page displays information about one Change record.
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Status Breadcrumb
The Status of a Change record is shown in the breadcrumb at the top of the Change Details page. Possible values for Status include New, Pending, Working, Escalated, Reviewed, and Closed.
Main Panels
The body of the Change Details page includes several panels which group sets of relation information. Tooltips beside each field contain the field definitions.
Details panel
The left column of the Details panel contains the Change ID Number, Contact Name, Record Type and Type, Location, and Service. The right column of the Details panel contains the name of the IT staff member who is responsible for the change record throughout its lifecycle, this is the Owner. It also contains fields for the Change record Status, Reason, and Scope, and for two date-related fields, Created by and Last Modified By. These last two fields contain the name of the IT staff who performed the action and the date and time that the action took place.
Properties panel
The left column of the Properties panel contains the Subject and Description of the Change record and its Approval Status. The right column contains the Impact, Urgency, and Priority.
Tracking panel
The left column of the Tracking contains the dates and times when the change record is planned to start and end. The right column contains the actual dates and time when the change event started and ended.
Accordion Panels
The Change Details page features an accordion structure in its top right corner. The accordion affords compact display of essential information that is needed less frequently than the information in the body of the Incident Details page.
The panels in the accordion enable you to:
- Record the Name, Account, Department, Email address of the customer/client Contact
- Associate Configuration Items (CIs) and view a list of them
- View a history of tasks, events, and new problem relationships related to the record
- Attach notes and documents
Task List Panel
The Task List panel at the bottom right corner of the Change Detail page enables you to view lists of tasks that are associated with the Change record. You can view a list of all tasks, or view filtered lists of tasks such as generic tasks, test tasks, preparation tasks, change tasks, rollback tasks, and other tasks. You can use other task list for those tasks which fit none of the other categories. You can also configure InSite to display different custom filtered lists to meet your needs.
When you rest your mouse cursor over the subject of a particular task in one of the lists, a pop-up window displays basic information about the task and affords view and edit buttons which give access to the complete task record.
See also: About Basic Change Management Workflow and Creating New Change Records.
