Change Views
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Change Views

Change Overview
Change Schedule
PIR - Post Implementation Review
Template
Search
Change Manager
My Changes
My Work Orders

OTRS::ITSM offers a variety of ways to view the Changes saved in the system. Access to these views can be disabled where desired.

Change Overview

All Changes are displayed in an overview screen, which can be sorted in ascending or descending order per column.

Figure 8.19. change-overview

change-overview


The columns can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeOverview -> ITSMChange::Frontend::AgentITSMChange###ShowColumns" with the following available attributes:

Table 8.9.  Change Overview

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change implementation ended
Category No Category or type of Change
ChangeBuilder Yes Change Builder's name
ChangeManager Yes Change Manager's name
ChangeNumber Yes System generated Change number
ChangeState Yes Change status
ChangeStateSignal Yes Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect of the Change
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change implementation end date and time
Priority Yes Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderCount Yes Number of Work Orders related to the Change

Additionally, the Change Overview can filter and display changes according to various attributes. The following filters are available and can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeOverview -> ITSMChange::Frontend::AgentITSMChange###Filter::ChangeStates":

Table 8.10.  Change Overview Filters

Attribute Details
requested Displays all changes that have the status "requested"
pending approval Displays all changes that have the status "pending approval"
rejected Displays all changes that have the status "rejected"
approved Displays all changes that have the status "approved"
in progress Displays all changes that have the status "in progress"
successful Displays all changes that have the status "successful"
failed Displays all changes that have the status "failed"
canceled Displays all changes that have the status "canceled"
retracted Displays all changes that have the status "retracted"

Change Schedule

In the Change Schedule view, all Changes which have the status "approved" i.e. are in the queue for implementation, are displayed. The column titles can be sorted by the following attributes in ascending or descending order:

Figure 8.20. change-schedule

change-schedule


The displayed attributes can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeScheduleOverview -> ITSMChange::Frontend::AgentITSMChangeSchedule###ShowColumns":

Table 8.11.  Change Schedule

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change implementation was completed
Category No Category or type of Change
ChangeBuilder Yes Change Builder's name
ChangeManager Yes Change Manager's name
ChangeNumber Yes System generated Change number
ChangeState Yes Change status
ChangeStateSignal Yes Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect of the Change
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change implementation completion date and time
Priority Yes Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderCount Yes Number of Work Orders related to the Change

PIR - Post Implementation Review

This view displays work orders of the "PIR" type, which can be sorted in ascending or descending order by the given column headings.

Figure 8.21. change-pir

change-pir


The columns to be displayed can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangePIROverview -> ITSMChange::Frontend::AgentITSMChangePIR###ShowColumns":

Table 8.12.  PIR - Post Implementation Review

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change implementation was completed
Category No Category or type of Change
ChangeBuilder Yes Change Builder's name
ChangeManager Yes Change Manager's name
ChangeNumber No System generated Change number
ChangeState No Change status
ChangeStateSignal No Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect of the Change
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change implementation completion date and time
Priority Yes Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderAgent Yes Agent assigned to the PIR
WorkOrderNumber Yes Work Order number
WorkOrderState Yes Number of Work Orders related to the Change
WorkOrderStateSignal No Work Order status indicator to be shown as traffic light
WorkOrderTitle Yes Name of the Work Order
WorkOrderType No The type of Work Order

Template

This view displays all the defined templates in the system. The agent can sort the displayed information in ascending or descending order by the given column headings.

Figure 8.22. change-template

change-template


The columns to be displayed can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeTemplateOverview -> ITSMChange::Frontend::AgentITSMTemplateOverview###ShowColumns":

Table 8.13.  Template

Attribute Active Details
ChangeBy No Username of the agent who last modified the template
ChangeTime No Date and time of the last modification
Comment Yes Comments / description of the template
CreateBy Yes Username of the agent who created the template
CreateTime Yes Date and time at which the template was created
Delete Yes Option to delete a chosen template
Name Yes Name of the template
TemplateID No The template's internal database identity
Type Yes Type of template
Valid Yes Defines the validity of the template (valid, invalid and temporarily invalid). Invalid / temporarily invalid templates cannot be used by Change Builders.

After installing the Change Management module, the following template types are available in the system. These can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeTemplateOverview -> ITSMChange::Frontend::AgentITSMTemplateOverview###Filter::TemplateTypes":

Table 8.14.  Template Types

Attribute Details  
ITSMChange Templates for Changes  
ITSMWorkOrder Templates for Work Orders  
CAB Templates for Change Advisory Boards  

Search

To find Changes or Work Orders which meet specific search criteria, the system is equipped with a separate search function based on the following search query attributes:

Figure 8.23. change-search

change-search


Table 8.15.  Template

Attribute Details
Change# Search by Change number; an asterisk ("*") may be used as a wildcard
ChangeTitle Search by Change title or name
Work Order Title Search by the title/name of a Work Order
CABAgent Search by CAB member, defined in the system as an agent
CABCustomer Search by CAB member, defined in the system as a customer. Here, the auto-complete function can offer suggestions when typing in the CAB customer field
Change Description Search in the Change description text
Change Justification Search in the reason / justification for the Change
Work Order Instruction Search in Work Order instructions
Work Order Report Search in a Work Order report
Change Priority Search by Change priority level
Change Impact Search by Change effect / impact level
Change Category Search by Change category or type
Change State Search by Change status
Change Manager Search by Change Manager
Change Builder Search by Change Builder
Created by Agent Search by agent user name who created the Change
Work Order State Search by the status of a Work Order
Work Order Agent Search by the entered Work Order agent
Requested (by customer) Date Search by the customer requested Change implementation date. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Planned Start Time Search by the planned start date and time of a Change implementation. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Planned End Time Search by the projected end date and time of a Change implementation. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Actual Start Time Search by the actual start date and time of a Change implementation. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Actual End Time Search by the actual end date and time of a Change implementation. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Create Time Search by the Change creation date and time. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).
Change Time Search by the date and time a Change was modified. Search can be performed using absolute time values (e.g. from date 1 to date 2) or in relative time values (e.g. Changes created in the last x days / weeks).

Change Manager

OTRS::ITSM offers a separate view to currently logged in agents, which displays the Changes for which they are registered as the Change Manager.

Figure 8.24. change-changemanager

change-changemanager


The displayed column headings can be sorted according the following attributes in ascending or descending order. The columns to be displayed can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeManagerOverview -> ITSMChange::Frontend::AgentITSMChangeManager###ShowColumns":

Table 8.16.  Change Manager

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change implementation was completed
Category No Category or type of Change
ChangeBuilder Yes Change Builder's name
ChangeManager Yes Change Manager's name
ChangeNumber Yes System generated Change number
ChangeState Yes Change status
ChangeStateSignal Yes Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect of the Change
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change implementation completion date and time
Priority Yes Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderCount Yes Number of Work Orders related to the Change

In addition, the Change Manager Overview can filter the displayed Changes by various attributes as follows. These can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeManagerOverview -> ITSMChange::Frontend::AgentITSMChangeManager###Filter::ChangeStates" if desired:

Table 8.17.  Change Manager Filter

Attribute Details
requested Displays all changes that have the status "requested"
pending approval Displays all changes that have the status "pending approval"
approved Displays all changes that have the status "approved"
in progress Displays all changes that have the status "in progress"

My Changes

The "My Changes" view displays all Changes created by the agent currently logged in, where the agent is registered as the Change Builder.

Figure 8.25. change-mychanges

change-mychanges


The display can be sorted by the column headings in ascending or descending order. The attributes can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeMyChangesOverview -> ITSMChange::Frontend::AgentITSMChangeMyChanges###ShowColumns ":

Table 8.18.  My Changes

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change was completed
Category No Category or type of Change
ChangeBuilder Yes Change Builder's name
ChangeManager Yes Change Manager's name
ChangeNumber Yes System generated Change number
ChangeState Yes Change status
ChangeStateSignal Yes Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect the Change will have
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change completion date and time
Priority Yes Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderCount Yes Number of Work Orders related to the Change

In addition, the My Changes Overview can filter the displayed Changes by various attributes as follows. These can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeMyChangesOverview -> ITSMChange::Frontend::AgentITSMChangeMyChanges###Filter::ChangeStates":

Table 8.19.  My Changes Filter

Attribute Details
requested Displays all changes that have the status "requested"
pending approval Displays all changes that have the status "pending approval"
approved Displays all changes that have the status "approved"
in progress Displays all changes that have the status "in progress"

My Work Orders

Similar to the OTRS Ticket Engine's "Locked Tickets" view, OTRS::ITSM offers the currently logged-in agent a separate view of the Work Orders assigned to him / her.

Figure 8.26. change-myworkorders

change-myworkorders


The displayed information can be sorted by column headings in ascending or descending order. The attributes used can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeMyWorkOrdersOverview -> ITSMChange::Frontend::AgentITSMChangeMyWorkOrders###ShowColumns":

Table 8.20.  My Work Orders

Attribute Active Details
ActualStartTime No Date and time at which the Change implementation began
ActualEndTime No Date and time at which the Change implementation was completed
Category No Category or type of Change
ChangeBuilder No Change Builder's name
ChangeManager No Change Manager's name
ChangeNumber No System generated Change number
ChangeState No Change status
ChangeStateSignal No Change status indicator to be shown as traffic light
ChangeTitle Yes Name of Change
CreateTime No Date and time at which the Change was created
Impact No Expected effect the Change will have
PlannedStartTime Yes Planned Change implementation start date and time
PlannedEndTime Yes Projected Change completion date and time
Priority No Priority level of the Change
RequestedTime No Customer's desired implementation date
Services Yes Services affected by the Change
WorkOrderAgent Yes Agent assigned to the PIR
WorkOrderNumber Yes Work Order number
WorkOrderState Yes Number of Work Orders related to the Change
WorkOrderStateSignal No Work Order status indicator to be shown as traffic light
WorkOrderTitle Yes Name of the Work Order
WorkOrderType No The type of Work Order

In addition, the My Work Orders Overview can filter the displayed Work Orders by various attributes as follows. These can be defined via SysConfig "Frontend -> Agent -> View -> ITSMChangeMyWorkOrdersOverview -> ITSMChange::Frontend::AgentITSMChangeMyWorkOrders###Filter::WorkOrderStates":

Table 8.21.  My Work Orders Filter

Attribute Details
created Displays all Work Orders that have the status "created"
accepted Displays all Work Orders that have the status "accepted"
ready Displays all Work Orders that have the status "ready"
in progress Displays all Work Orders that have the status "in progress"

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