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Required Permission(s)
Depending on the action that needs to be performed there are multiple team level permission(s) related to change ticket type which needs to be enabled in order to view, create, modify or perform actions over a change. Refer to this article on the list of permissions and its functional aspects.
The information in the details page is structured as following
1. Change Details Card
2. Main Tabs
3. Change - Related Information
4. Actions
Change Details - Card
The card view provides a simple as well as quick view on the various properties of an change in a simple card format.
Following are the details that will be available in the card
1. Change ID: The auto generated ID of the change
2. Subject and Description
3. Status: The current status of the change with the respective color code
4. Created date
5. Assignee: Full name of the agent to whom the change is assigned
6. Assignment Group: Title of the Assignment Group to which the change is assigned
7. Raised By: Full Name of the Requester
8. Priority: The priority assigned to the change.
9. Team: Team to which the change is assigned to
10. Due By: Due date set for the change
11. Subscribe
- The star symbol indicates whether you have subscribed to the change or not.
- Click on the Star icon to subscribe to an change quickly.
- If you have subscribed to an change, the star will be highlighted in yellow.
12. More Actions
An agent can perform some quick actions on an change even without going into the change details page using the more actions. They are
13. Instant Actions on Card
The below-mentioned entities can be updated just by clicking on the respective action areas on the card which will open a popover where you can choose a different value which will be saved instantly. Refer to the screen below.
- Change Status
- Change Priority
- Change Assignment Group
- Change Assignee
- Change Due Date
- Change Due Time
Change Details Page - Tabs
All the key information related to the change like Summary, Messages, Tasks, Assets, Activity will be available in the details page as respective tabs.
The main tabs that will be available in the change details page are,
1. Summary
2. Messages
3. Tasks
4. Related
5. Assets
6. Activity
1. Summary Tab
Planning Section
1.1. Reason for Change
[Why do we need this change?]
This section can be used to explain the following related to a change request
- Clearly describe the business problem or opportunity that necessitates the change.
- Explain the expected benefits and how they align with organizational goals.
- Outline the potential consequences of not implementing the change.
1.2. Impact Analysis
[What would be the risk and impact post this change?]
This section can be used to explain the following related to a change request
- Identify potential positive and negative impacts on various stakeholders (e.g., employees, customers, finances).
- Assess the probability and severity of each risk.
- Define mitigation strategies to address potential risks and maximize positive impacts.
1.3. Roll Out Plan
[How do you like to implement this change?]
This section can be used to explain the following related to a change request
- Clearly define the implementation timeline and key milestones.
- Outline the communication and training strategy for stakeholders.
- Specify the resources and support systems required for successful implementation.
- Identify dependencies and potential bottlenecks.
1.4. Back Out Plan
[How do you plan to revert the change if needed?]
This section can be used to explain the following related to a change request
- Define clear criteria for triggering the rollback process.
- Outline the steps involved in reverting the change, including recovery and system rollback procedures.
- Identify resources and responsibilities for executing the rollback plan.
- Estimate the potential costs and disruption associated with a rollback.
1.5. Test Plan
[How do you like to test this change?]
This section can be used to explain the following related to a change request
- Define the scope and objectives of the testing phase.
- Describe the different types of testing (e.g., unit, integration, user acceptance) and their specific goals.
- Specify test scenarios, data requirements, and expected outcomes.
- Define success criteria for completing the testing phase.
Messages Tab
All the conversations and messages(Replies) related to the change between the agent and the requester will be displayed here. All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the change will be displayed here.
The message card displayed will provide the following details
Message content
- Message and Replies from the Requesters
Replies sent by the agents(s)
- Private Notes added by the agent(s)
Owner of the Message
- Clicking on the name will show the email address of the user.
- Message Creation Date and Time [Actual or Relative]
Other recipients
- Email address of the users who were notified of the Reply [cc and bcc emails]
Private Note tag:
- Private notes will have this tag in the top right corner
- They will be highlighted in Yellow to differentiate it from the the Ticket replies(which will be in white)
Alert sent to
- Email address of the users who were notified of the Private Note
Edit button
- For the agent to edit the message content
- Agent can update both Requester message as well as Replies and Private Notes
- Permalink of the Message
Tasks tab
Agents can add their checklist or task to-dos for the change here. This will help them to keep track of the activities that need to be done for resolving the change.
- Click on +Add Task button
- Provide the Task Name, Assignee and Due Date & Time in the task popover displayed and click on Add, this will add a new task into the Tasks tab.
- Checkbox: You can mark a task as complete by clicking on the checkbox provided.
- Edit and Delete actions can also be done by clicking on the respective action icons displayed at the rear end.
- A change cannot be closed until all the tasks are marked complete.
- However, you can also create or edit the tasks even after a change is closed.
Assets tab
You can link the assets related to the change in this section
- Click on +Link Assets button
- This will open a right panel, here you can search for an asset using a keyword
- Assets will be listed will Name, Used By and Asset Status
- Select the required asset and click on the Link Assets button.
- Assets will be listed in the Assets tab.
- Agents can quickly view the details on the Asset by clicking on the Collapse icon (⏵)
- Assets can be unlinked by clicking on the Delete icon
Activity tab
- The complete audit log of the change will be available here
- All the conversations, replies, private notes, automation messages, actions and updates done with respect to the change will be recorded and updated in this tab.
Change - Related Information
The right section in the change details page displays the following information in separate card(s).
- Change Information
- Time Spent
- Tags
Change Information
- All the change - system and custom field properties will be displayed here.
- You can click on each field to update it individually or
- They can click on the Edit All button to enable the edit mode of the fields and make the updates required and then click on Save.
Tags
- The tags associated with the change will be displayed here.
- You can add or remove tags associated with the change by clicking on the +Edit button on the card.
- Search existing tags or add new tags to the change and click on Save.
- You can click on the x icon next to the tags to unlink it from the change and click on Save.
Other Actions
Custom Field Search
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Clicking on this search field will list the Requester and Change Custom Fields
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Once you choose a field, it will be highlighted in the respective section.
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This will be helpful for the agent to find or to update a certain information in the change.
Reorder Sections
- You can reorder the various cards(s) on the right side based on your need and priority by clicking on the Reorder floater button at the bottom.
- This will initiate the reordering mode of the cards.
- Click and Drag the reordering icon on the cards to your desired order and then click on Save.
- The ordering of the cards will be saved and will be retained whenever you navigate to the Details page.
- This is a user level customisation. The reordering done will not affect or reflect for the other agents.
