Enslin, You must first take a hard look at your Change Mgmt policies before deciding how to utilize the module. As Rick mentioned, the module is very ITIL driven. Here is more or less how we've defined ours: Normal: a change entered ahead of time, proper approvals, testing, documentation. Reviewed during weekly change meetings. Latent: change has already taken place. No approvals needed. (what for?). Emergency: relates to the immediate resolution to a known production problem where an outage is eminent. Approvals needed. Expedited: changes that did not make the weekly change meeting. Used by people who "forget" to enter changes and do it last minute. Approval needed. You could add a special approval level here (i.e. all expedited tickets must be approved by their department head). -all changes which require approval must be approved before performing the change, otherwise it is considered unauthorized and tracked as such. Change Mgmt has override approval authority at all levels.
PS. Don't mind going down there to help (if you have tickets to the World Cup! :) ) Marcelo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: ******** Change issues Classification > "Timing" "Timing Reason" etc. ** My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB <evanbl...@mweb.com<mailto:evanbl...@mweb.com>> wrote: ** Hi I require your assistance please. I don't really work with the Change management module thus I am a bit in the dark here, asking this question. We have occasions where people will do a change in production and then 3hours later, they want to log the change and resolve it etc. According to what I found in the documentation these changes can be logged as a Latent Change and will then close automatically. We can use this but it is not always the case and sometimes for record purposes we still require people to approve. People log tickets as an emergency in these situations and because this was logged as an emergency we cannot close the ticket because it was logged after the actual start dates. First we get a message, telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. I will save it as expedited, enter the times for actual start/end date. Then it will tell me, Only Latent changes can have actual start dates that come after the infrastructure change submit date. At this point we have values in "Earliest Start Date" and "Submitted Date" If we try to save the timing field to latent we just receive ARNOTE again telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. We are not able to close this change with the correct times now, what can we do with these situations? Regards Enslin ________________________________ Error! Filename not specified.<http://www.mweb.co.za/productsservices/> This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer<http://www.mweb.co.za/disclaimer> - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com<mailto:ab...@mweb.com> for a copy. ________________________________ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
