ITSM Change Management ###################### Change management, according to ITIL, is a service transition process whose purpose is to manage IT changes, including planning, documentation, and implementation upon approval and clearance. The objective is to minimize negative effects on the IT infrastructure, particularly on critical services, resulting from ad-hoc or poorly-managed changes or amendments. The implementation of Rexpondo::ITSM requires significant technical specification and preparation. Prior to a technical implementation, key elements of the change management process, such as required workflows, metrics or reports, must be defined. The implementation in Rexpondo::ITSM defines a change as an alteration of the existing IT landscape, such as the installation of a new mail server. As changes typically consist of several sub-tasks, Rexpondo::ITSM allows any number of sub-tasks to be defined per change. These are known as work orders. .. note:: This package requires the :doc:`general-catalog` and the :doc:`itsm-core` features. Administrator Interface ======================= This chapter describes the new features that are available in the administrator interface after installation of the package. Ticket Settings --------------- After installation of the package a new type *RfC* is added to ticket types. Types ~~~~~ The type management screen is available in the *Types* module of the *Ticket Settings* group. .. figure:: images/type-management.png :alt: Type Management Type Management Screen New Type ~~~~~~~~ **RfC** For tickets that are created for change requests. Users, Groups & Roles --------------------- After installation of the package some new groups are added to the system. Groups ~~~~~~ Access to the change management module is managed on a role-based access concept. After installation of the package some new groups are added to the system. The group management screen is available in the *Groups* module of the *Users, Groups & Roles* group. .. figure:: images/group-management.png :alt: Group Management Group Management Screen New Groups ~~~~~~~~~~ After installation of the package the following groups are added to the system: **itsm-change** Members of this group have access to the change management module. All potential work order agents should be assigned to this group. All changes and work orders can be viewed by these users. **itsm-change-builder** Members of this group can create new changes and work orders in the system. All changes and work orders can be viewed by this group. Changes and work orders created by the change builder, or that have been defined as accessible to the change builder, may be edited by these users. **itsm-change-manager** Members of this group can create new changes and work orders in the system. All changes and work orders can be viewed by this group. These users can edit all changes and work orders. .. note:: The primary administrator user (root@localhost) is added to all groups with permission *rw* by default. **See also:** To set the correct permissions for other users, check the following relations: * *Agents Groups* * *Customers Groups* * *Customer Users Groups* * *Roles Groups* Communication & Notifications ----------------------------- After installation of the package a new module will be available to *Communication & Notifications* group in the administrator interface. ITSM Change Notifications ~~~~~~~~~~~~~~~~~~~~~~~~~ Use this screen to add ITSM change notifications to the system. After installing the package several notifications are added to the system. The ITSM change notification management screen is available in the *ITSM Change Notifications* module of the *Communication & Notifications* group. .. figure:: images/change-notification-management.png :alt: Change Notification Management ITSM Change Notification Management Screen Manage ITSM Change Notifications ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ To add an ITSM change notification: #. Click on the *Add Notification Rule* button in the left sidebar. #. Fill in the required fields. #. Click on the *Save* button. .. figure:: images/add-change-notification-management.png :alt: Add Change Notification Management Add ITSM Change Notification Management Screen To edit an ITSM change notification: #. Click on an ITSM change notification in the list of ITSM change notifications. #. Modify the fields. #. Click on the *Save* or *Save and finish* button. .. figure:: images/edit-change-notification-management.png :alt: Edit Change Notification Management Edit ITSM Change Notification Management Screen To delete an ITSM change notification: #. Click on the trash icon in the list of ITSM change notifications. #. Click on the OK button. To copy an ITSM change notification: #. Click on the copy icon in the list of ITSM change notifications. .. figure:: images/copy-delete-change-notification-management.png :alt: Copy / Delete Change Notification Management Copy / Delete ITSM Change Notification Management Screen ITSM Change Notification Settings ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory. Basic ITSM Change Notification Settings ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ .. figure:: images/itsm-change-notification-settings.png :alt: ITSM Change Notification Settings ITSM Change Notification Settings Screen **Name** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. **Event** * Here you can choose which events will trigger this notification. **Attribute** The field, that should be listen for the notification. **Rule** The content of the field, that are set as *Attribute*. **Recipients** Here you can select the groups, that can receive the notification. **Validity** * Set the validity of this resource. Each resource can be used in Rexpondo only, if this field is set to *valid*. Setting this field to *invalid* or *invalid-temporarily* will disable the use of the resource. **Comment** Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table. Notification (Agent) ~~~~~~~~~~~~~~~~~~~~ .. figure:: images/itsm-change-notification-settings-notification-agent.png :alt: ITSM Change Notification Settings - Notification for Agents ITSM Change Notification Settings - Notification for Agents Screen The main content of a notification can be added for each languages with localized subject and body text. It is also possible to define static text content mixed with Rexpondo smart tags. **Subject** * The localized subject for a specific language. **Text** * The localized body text for a specific language. **Add new notification language** Select which languages should be added to create localized notifications. .. warning:: Deleting a language in DefaultUsedLanguages setting that already has a notification text here will make the notification text unusable. If a language is not present or enabled on the system, the corresponding notification text could be deleted if it is not needed anymore. Notification (Customer) ~~~~~~~~~~~~~~~~~~~~~~~ .. figure:: images/itsm-change-notification-settings-notification-customer.png :alt: ITSM Change Notification Settings - Notification for Customers ITSM Change Notification Settings - Notification for Customers Screen The main content of a notification can be added for each languages with localized subject and body text. It is also possible to define static text content mixed with Rexpondo smart tags. **Subject** * The localized subject for a specific language. **Text** * The localized body text for a specific language. **Add new notification language** Select which languages should be added to create localized notifications. .. warning:: Deleting a language in DefaultUsedLanguages setting that already has a notification text here will make the notification text unusable. If a language is not present or enabled on the system, the corresponding notification text could be deleted if it is not needed anymore. ITSM Change Notification Variables ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Using variables in ticket notifications is possible. Variables, known as Rexpondo tags, are replaced by Rexpondo when generating the mail. **See also:** Please check the existing notifications for the list of Rexpondo tags, that can be used in ITSM change notifications. For example, the variable ```` expands to the change manager allowing a template to include something like the following. .. code-block:: none Change manager: This tag expands, for example to: .. code-block:: none Change manager: John Smith Administration -------------- After installation of the package some new classes will be available in the *General Catalog*. General Catalog ~~~~~~~~~~~~~~~ *ITSM Change Management* adds some new classes to the *General Catalog*. The general catalog management screen is available in the *General Catalog* module of the *Administration* group. .. figure:: images/general-catalog-class-list1.png :alt: General Catalog Class List General Catalog Class List Screen New Classes ~~~~~~~~~~~ **ITSM::ChangeManagement::Category** This class contains the severity of categories used in the Category Impact Priority matrix. **ITSM::ChangeManagement::Change::State** This class contains the change states used in the State Machine. **ITSM::ChangeManagement::Impact** This class contains the severity of impacts used in the Category Impact Priority matrix. **ITSM::ChangeManagement::Priority** This class contains the priorities used in the Category Impact Priority matrix. **ITSM::ChangeManagement::WorkOrder::State** This class contains the work order states used in the State Machine. **ITSM::ChangeManagement::WorkOrder::Type** This class contains the work order types used in ITSM Changes. .. note:: The other classes was added by :doc:`itsm-core` package. Change Settings --------------- After installation of the package a new group *Change Settings* will be available with two new modules in the administrator interface. Category Impact Priority ~~~~~~~~~~~~~~~~~~~~~~~~ Use this screen to manage the category impact priority matrix. The management screen is available in the *Category Impact Priority* module of the *Change Settings* group. .. figure:: images/critically-impact-priority.png :alt: Critically - Impact - Priority Criticality - Impact - Priority Screen This matrix defines the priority of a change based on the category and impact. The calculated priority will be used in *Add Change* and *Edit Change* screens. State Machine ~~~~~~~~~~~~~ Rexpondo::ITSM features state machines which define valid statuses and possible result statuses for a change and for a work order. Use this screen to manage the state machines. The state machine management screen is available in the *State Machine* module of the *Change Settings* group. .. figure:: images/admin-state-machine.png :alt: Admin State Machine Admin State Machine Screen Manage State Machines ~~~~~~~~~~~~~~~~~~~~~ The statuses and possible result statuses should be defined as *transitions*. In Rexpondo::ITSM, this is illustrated as a table. To add a new transition: #. Select the state machine to add the new transition to from the Action widget of the left sidebar. #. Select a state from the transition should start. #. Select a state to the transition should go. #. Click on the *Save* or *Save and finish* button. .. figure:: images/add-new-state-transition.png :alt: Add New State Transition Add New State Transition Screen To edit a transition: #. Click on a state machine in the list of state machines. #. Click on a transition name. #. Modify the *Next state*. #. Click on the *Save* or *Save and finish* button. .. figure:: images/edit-new-state-transition.png :alt: Edit New State Transition Edit New State Transition Screen To delete a transition: #. Click on a state machine in the list of state machines. #. Click on the trash icon in the last column of transition table. #. Click on the *Yes* button in the confirmation screen. .. figure:: images/delete-new-state-transition.png :alt: Delete New State Transition Delete New State Transition Screen Change State Machine ~~~~~~~~~~~~~~~~~~~~ The standard installation generates suggestions based on the following logic model. .. figure:: images/change-state-machine-model.png :alt: Change State Machine Model Change State Machine Model To see the state machine transitions, click on the *ITSM::ChangeManagement::Change::State* item in the list of state machines. **See also:** The states of the change state machine are defined in the *ITSM::ChangeManagement::Change::State* class in the :doc:`general-catalog`. .. figure:: images/change-state-machine-transitions.png :alt: Change State Machine Transitions Change State Machine Transitions Screen Work Order State Machine ~~~~~~~~~~~~~~~~~~~~~~~~ The standard installation generates suggestions based on the following logic model. .. figure:: images/workorder-state-machine-model.png :alt: Workorder State Machine Model Workorder State Machine Model To see the state machine transitions, click on the *ITSM::ChangeManagement::WorkOrder::State* item in the list of state machines. .. figure:: images/workorder-state-machine-transitions.png :alt: Workorder State Machine Transitions Workorder State Machine Transitions Screen **See also:** The states of the work order state machine are defined in the *ITSM::ChangeManagement::WorkOrder::State* class in the :doc:`general-catalog`. Agent Interface =============== This chapter describes the new features that are available in the agent interface after installation of the package. ITSM Changes ------------ After installation of the package a new menu will be available in the agent interface. .. note:: In order to grant users access to the *ITSM Changes* menu, you need to add them as member to the group *itsm-change*. The menu items that were added by this package will be visible after you log-in to the system again. The implementation of a change, including all required work orders, follows the underlying workflow shown below: #. Creation of a change. #. Creation of needed work orders. #. Definition of conditions and actions. #. Execution of a change. Overview ~~~~~~~~ This screen gives an overview of changes. .. figure:: images/itsm-changes-overview.png :alt: ITSM Changes Overview ITSM Changes Overview Screen Changes can be filtered by clicking on a state name in the header of the overview widget. There is an option *All* to see all changes. The numbers after the state names indicates how many changes are in each states. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChange###Filter::ChangeStates`` to define the work order states that will be used as filters in the overview. To limit the number of displayed changes per page: #. Click on the gear icon in the top right corner of the overview header. #. Select the maximum number of changes displayed per page. #. Click on the *Submit* button. The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ActualEndTime** Date and time at which the change implementation was completed. **ActualStartTime** Date and time at which the change implementation began. **Category Category** or type of change. **ChangeBuilder** Name of the change builder. **ChangeManager** Name of the change manager. **ChangeNumber** System generated change number. **ChangeState** Change status. **ChangeStateSignal** Change status indicator to be shown as traffic light. **ChangeTime** Date and time at which the change was modified. **ChangeTitle** Name of the change. **CreateTime** Date and time at which the change was created. **DynamicField_ChangeFieldName** Dynamic field that is associated to the work order. **Impact** Expected effect of the change. **PlannedEndTime** Projected change implementation completion date and time. **PlannedStartTime** Planned change implementation start date and time. **Priority** Priority level of the change. **RequestedTime** Customer's desired implementation date. **Services** Services affected by the change. **WorkOrderCount** Number of work orders related to the change. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChange###ShowColumns`` to define the displayed attributes. To see the details of a change: #. Click on the row of a change. The *Change Zoom* screen has an own menu. **Back** This menu item goes back to the previous screen. **History** This menu item opens a new window to see the history of the change. **Print** This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file. **Edit** This menu item opens a new window to edit the change. **Involved** Persons Use this screen to add persons to the change. **Change Manager** * Assigns change manager privileges to an agent for the current change. .. note:: Only those agent can be added as change manager, who is member of group *itsmchange-manager*. .. figure:: images/itsm-change-zoom.png :alt: ITSM Changes Zoom ITSM Changes Zoom Screen .. figure:: images/itsm-change-history.png :alt: ITSM Changes History ITSM Changes History Screen .. figure:: images/itsm-change-edit.png :alt: ITSM Changes Edit ITSM Changes Edit Screen .. figure:: images/involved-persons.png :alt: Involved Persons Involved Persons Screen **Change Builder** * Defines the agent who processes and defines the current change. When creating a new change, the current agent is automatically entered as the change builder. .. note:: Only those agent can be added as change builder, who is member of group *itsm-changebulder* **Change Advisory Board** Defines a group of people which can include agents and customers. **Add Workorder** Use this window to add new work orders to the change. .. figure:: images/add-workorder-to-change.png :alt: Add Workorder To Change Add Workorder To Change Screen The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory. **Title** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. **Instruction** * Longer text description of the work order about what to do here. **Workorder Type** Select a type for the work order. The types are defined in class ``ITSM::ChangeManagement::WorkOrder::Type`` in the General Catalog. **Planned Start Time** Select a planned start time for the work order. **Planned End Time** Select a planned end time for the work order. **Planned Effort** Add a value in any work unit to specify the planned effort. **Attachment** Enables related files and documents to be attached. After adding a work order, the *Work Order Zoom* screen will be opened in a new browser tab. .. figure:: images/add-workorder.png :alt: Add Workorder Add Workorder Screen The *Work Order Zoom* screen has an own menu. **Back** This menu item goes back to the previous screen. **History** This menu item opens a new window to see the history of the work order. **Print** This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file. **Edit** This menu item opens a new window to edit the work order. **Move following workorders accordingly** If this is checked, the subsequent work orders will be moved in time according to times set in Planned Start Time and Planned End Time fields. **Workorder Agent** Use this menu item to assign an agent to the work order. .. note:: Only those agent can be added as work order agent, who is member of group *itsm-change*. **Report** Use this menu item to document the progress made on the work order. This screen can be used as log of work order. **Report** * This is the body of the report. As there is only the same text area for all reports, it is suggested to add timestamps to each entries. **State** The next state of the work order. .. figure:: images/workorder-history.png :alt: Workorder History Workorder History Screen .. figure:: images/edit-workorder.png :alt: Edit Workorder Edit Workorder Screen .. figure:: images/edit-workorder-agent.png :alt: Edit Workorder Agent Edit Workorder Agent Screen **See also:** The possible next states are defined in the work order State Machine, but they can be filtered using conditions. **Accounted Time** Add the accounted time in time units. **Attachment** Enables related files and documents to be attached. **Link** This menu item opens the standard link screen of Rexpondo. Work orders can be linked to services or tickets. Existing links can also be managed here. .. figure:: images/edit-workorder-agent.png :alt: Edit Workorder Agent Edit Workorder Agent Screen **Template** Use this screen to save the work order as template **Template Name** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. **Comment** Add additional information to this resource. .. note:: It is recommended to add a version number in this field to be is easier to identify the correct template. **Reset** States All states are reset if selecting *Yes*. **Validity** Set the validity of this resource. Each resource can be used in Rexpondo only, if this field is set to *valid*. Setting this field to *invalid* or *invalid-temporarily* will disable the use of the resource. **Print** This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file. **Edit** This menu item opens a new window to edit the change. .. figure:: images/delete-workorder.png :alt: Delete Workorder Delete Workorder Screen .. figure:: images/itsm-change-edit.png :alt: Edit ITSM Change Edit ITSM Change Screen **Add Workorder (from Template)** Use this screen to add a work order from template. .. figure:: images/add-workorder-to-change-from-template.png :alt: Add Workorder (From Template) Add Workorder (From Template) Screen **Template** * Select a work order template from the list of work order templates. **Time type** Select the time type that you want to redefine in the next field. **New time** Specify a new time for the time type selected above. **See also:** Work order templates can be created with *Template* menu item in the *Work Order Zoom* screen. **Conditions** Use this screen to add new conditions to the change. .. figure:: images/add-conditions-to-workorder.png :alt: Add Conditions To Workorder Add Conditions To Workorder Screen .. note:: The defined conditions are not executed in a certain order To add a new condition: #. Click on the *Add new condition* button. To edit a condition: #. Click on a condition in the list of conditions. To delete a condition: #. Click on the trash icon in the list of conditions. #. Click on the *OK* button in the confirmation dialog. *Add Condition* and *Edit Condition* screens consist of three widgets. In the *Condition* widget: .. figure:: images/add-condition-workorder.png :alt: Add Condition Add Condition Screen **Name** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. .. note:: Conditions are sorted by name. Use *100*, *200*, etc. as prefix to set the sorting order. All conditions will be evaluated regardless of its position. **Matching** Matching type of expressions. **Validity** Set the validity of this resource. Each resource can be used in Rexpondo only, if this field is set to *valid*. Setting this field to *invalid* or *invalid-temporarily* will disable the use of the resource. Comment Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table. In the *Expressions* widget the expression can be added. The matching type of expressions (*OR* or *AND*) can be defined above. In the *Actions* widget the actions can be added to be executed if the expressions are met. The operator set enables the selected attribute to be set at a specific value, if the defined condition is true. On the other hand, the operator *lock* freezes the selected attribute, for as long as the defined condition is true, i.e. a manual change is not possible. .. note:: Actions are processed in the order they were set **Link** This menu item opens the standard link screen of Rexpondo. Changes can be linked to any other objects like FAQ articles, services, tickets or configuration items. Existing links can also be managed here. .. figure:: images/workorder-link.png :alt: Workorder Link Workorder Link Screen **Move Time Slot** Use this screen to shift the planned change implementation time frame. .. figure:: images/workorder-move-time-slot.png :alt: Workorder Move Time Slot Workorder Move Time Slot Screen **Time type** Select the time type that you want to redefine in the next field. **New time** Specify a new time for the time type selected above. **Template** Use this screen to save the change as template. New changes can be start from template in New (From Template) menu item. .. figure:: images/workorder-template.png :alt: Workorder Template Workorder Template Screen **Template Name** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. **Comment** Add additional information to this resource. .. note:: It is recommended to add a version number in this field to be is easier to identify the correct template. **Reset States** All states are reset if selecting *Yes*. **Validity** Set the validity of this resource. Each resource can be used in Rexpondo only, if this field is set to *valid*. Setting this field to *invalid* or *invalid-temporarily* will disable the use of the resource. New ~~~ Use this screen to add new changes to the change management. .. figure:: images/add-new-change.png :alt: Add New Change Add Change Screen The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory. **Title** * The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. **Description** * Longer text description of the change. **Justification** * Text explanation of the reasons behind the change. Answer to the question: *What is the likely consequence if the change is not implemented?* **Category** * Defines the type of change. **Impact** * Defines the effects or impact the change will have. **Priority** * Defines the priority of the change from the selected Category and Impact. **See also:** See the *Category Impact Priority* matrix to define the priority. **Requested Date** Select a date when a customer requested the change. **See also:** This attribute can be deactivated in system configuration under ``Frontend → Agent → View``. **Attachments** Enables related files and documents to be attached. New (From Template) ~~~~~~~~~~~~~~~~~~~ Use this screen to add new changes from template .. figure:: images/add-change-from-template.png :alt: Add New Change From Template Add Change From Template Screen **See also:** Templates can be saved in the *Change Zoom* screen using the *Template* menu item. **Template** * Select a change from the list. **Time type** Select the type of planned time to be set in the next field. **New time** Specify the new time for the time selected above. This time will be used in the change instead of the saved one. **See also:** Templates can be edited in the *Templates* screen Schedule ~~~~~~~~ Use this screen to filter ITSM changes based on certain criteria. This overview screen is available in the *Schedule* menu item of the *ITSM Changes* menu. Changes can be filtered by clicking on a state name in the header of the overview widget. The numbers after the state names indicates how many changes are in each states. .. figure:: images/schedule-overview.png :alt: Schedule Overview Schedule Overview Screen **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangeSchedule###Filter::ChangeStates`` to define the change states that will be used as filters in the overview. To limit the number of displayed changes per page: #. Click on the gear icon in the top right corner of the overview header. #. Select the maximum number of changes displayed per page. #. Click on the Save button. To see the details of a change: #. Click on the row of a change. .. figure:: images/itsm-change-zoom.png :alt: ITSM Change Zoom ITSM Change Zoom Screen The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ActualEndTime** Date and time at which the change implementation was completed. **ActualStartTime** Date and time at which the change implementation began. **Category** Category or type of change. **ChangeBuilder** Name of the change builder. **ChangeManager** Name of the change manager. **ChangeNumber** System generated change number. **ChangeState** Change status. **ChangeStateSignal** Change status indicator to be shown as traffic light. **ChangeTime** Date and time at which the change was modified. **ChangeTitle** Name of the change. **CreateTime** Date and time at which the change was created. **DynamicField_ChangeFieldName** Dynamic field that is associated to the change. **Impact** Expected effect of the change. **PlannedEndTime** Projected change implementation completion date and time. **PlannedStartTime** Planned change implementation start date and time. **Priority** Priority level of the change. **RequestedTime** Customer's desired implementation date. **Services** Services affected by the change. **WorkOrderCount** Number of work orders related to the change. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangeSchedule###ShowColumns`` to define the displayed attributes. Projected Service Availability ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Use this screen to filter ITSM changes based on certain criteria. This overview screen is available in the *Projected Service Availability* menu item of the *ITSM Changes* menu. .. figure:: images/psa-overview.png :alt: Projected Service Availability Projected Service Availability Screen Changes can be filtered by clicking on a state name in the header of the overview widget. The numbers after the state names indicates how many changes are in each states. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangePSA###Filter::ChangeStates`` to define the change states that will be used as filters in the overview. To limit the number of displayed changes per page: #. Click on the gear icon in the top right corner of the overview header. #. Select the maximum number of changes displayed per page. #. Click on the *Save* button. To see the details of a change: #. Click on the row of a change .. figure:: images/itsm-change-zoom.png :alt: ITSM Change Zoom ITSM Change Zoom Screen The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ActualEndTime** Date and time at which the change implementation was completed. **ActualStartTime** Date and time at which the change implementation began. **Category** Category or type of change. **ChangeBuilder** Name of the change builder. **ChangeManager** Name of the change manager. **ChangeNumber** System generated change number. **ChangeState** Change status. **ChangeStateSignal** Change status indicator to be shown as traffic light. **ChangeTime** Date and time at which the change was modified. **ChangeTitle** Name of the change. **CreateTime** Date and time at which the change was created. **DynamicField_ChangeFieldName** Dynamic field that is associated to the change. **Impact** Expected effect of the change. **PlannedEndTime** Projected change implementation completion date and time. **PlannedStartTime** Planned change implementation start date and time. **Priority** Priority level of the change. **RequestedTime** Customer's desired implementation date. **Services** Services affected by the change. **WorkOrderCount** Number of work orders related to the change. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangePSA###ShowColumns`` to define the displayed attributes. PIR ~~~ Use this screen to filter work orders based on certain criteria. This overview screen is available in the *PIR* menu item of the *ITSM Changes* menu. .. figure:: images/pir-overview.png :alt: PIR Overview PIR Overview Screen Work orders can be filtered by clicking on a state name in the header of the overview widget. The numbers after the state names indicates how many work orders are in each states. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangePIR###Filter::WorkOrderStates`` to define the work order states that will be used as filters in the overview. To limit the number of displayed work orders per page: #. Click on the gear icon in the top right corner of the overview header. #. Select the maximum number of work orders displayed per page. #. Click on the Save button. To see the details of a work order: #. Click on the row of a work order. The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ActualEndTime** Date and time at which the change implementation was completed. **ActualStartTime** Date and time at which the change implementation began. **Category** Category or type of change. **ChangeBuilder** Name of the change builder. **ChangeManager** Name of the change manager. **ChangeNumber** System generated change number. **ChangeState** Change status. **ChangeStateSignal** Change status indicator to be shown as traffic light. **ChangeTime** Date and time at which the change was modified. .. figure:: images/workorder-zoom.png :alt: Workorder Zoom Workorder Zoom Screen **ChangeTitle** Name of the change. **CreateTime** Date and time at which the change was created. **DynamicField_WorkOrderFieldName** Dynamic field that is associated to the work order. **Impact** Expected effect of the change. **PlannedEndTime** Projected change implementation completion date and time. **PlannedStartTime** Planned change implementation start date and time. **Priority** Priority level of the change. **RequestedTime** Customer's desired implementation date. **Services** Services affected by the change. **WorkOrderAgent** Agent assigned to the PIR. **WorkOrderCount** Number of work orders related to the change. **WorkOrderNumber** System generated work order number. **WorkOrderState** Status of the work order. **WorkOrderStateSignal** Work order status indicator to be shown as traffic light. **WorkOrderTitle** Name of the work order. **WorkOrderType** Type of the work order. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangePIR###ShowColumns`` to define the displayed attributes. Templates ~~~~~~~~~ Use this screen to manage templates for ITSM changes. The template management screen is available in the *Templates* menu item of the *ITSM Changes* menu. .. figure:: images/template-overview.png :alt: Template Overview Template Overview Screen Templates can be filtered by clicking on a type name in the header of the overview widget. There is an option *All* to see all templates. The numbers after the type names indicates how many templates are in each types. **See also:** See setting ``ITSMChange::Frontend::AgentITSMTemplateOverview###Filter::TemplateTypes`` to define the template types that will be used as filters in the overview. To add a new template: #. Go to the *New* ITSM change screen. #. Create new changes, work orders or CABs. #. Click on the *Template* menu item to save it as template. To edit basic information of a template: #. Click on the template name in the list of templates. #. Modify the fields. #. Click on the *Save* button. .. figure:: images/edit-itsmchange-template.png :alt: Edit ITSMChange Template Edit ITSMChange Template Screen To edit the content of a template: #. Click on the pencil icon in the *Edit Content* column. #. Click on the *Yes* button in the confirmation dialog. #. Modify the created change. #. Click on the *Template* menu item to save it as template. .. figure:: images/save-change-as-template.png :alt: Edit Template Content Edit Template Content Screen .. note:: This will create a new change from this template, so you can edit and save it. The new change will be deleted automatically after it has been saved as template. To delete a template: #. Click on the trash icon in the list of templates. #. Click on the *Yes* button. .. figure:: images/delete-template.png :alt: Delete Template Delete Template Screen The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ChangeBy** Username of the agent who last modified the template. **ChangeTime** Date and time at which the template was modified. **Comment** Comments or description of the template. **CreateBy** Username of the agent who created the template. **CreateTime** Date and time at which the template was created. **Delete** Option to delete a chosen template. **EditContent** Option to edit the content of a chosen template. **Name** Name of the template. **Type** Type of the template. **Valid** Validity of the template. Templates with *invalid* or *invalid-temporarily* validity cannot be used by change builders. **See also:** See setting ``ITSMChange::Frontend::AgentITSMTemplateOverview###ShowColumns`` to define the displayed attributes. Search ~~~~~~ Use this screen to search for changes. .. figure:: images/itsmchange-search.png :alt: ITSMChange Search ITSMChange Search Screen To search for changes: #. Click on the *Search menu* item in the *ITSM Changes* menu. #. Fill in the required fields. #. Click on the *Run Search* button. #. See the search result. .. figure:: images/itsmchange-search-results.png :alt: ITSMChange Search Results ITSMChange Search Results Screen To limit the number of displayed changes per page: #. Click on the gear icon in the top right corner of the overview header. #. Select the maximum number of changes displayed per page. #. Click on the *Save* button. To see the details of a change: #. Click on the row of a change. .. figure:: images/itsm-change-zoom.png :alt: ITSM Changes Zoom ITSM Changes Zoom Screen The displayed attributes can be defined via the system configuration. Not all attributes are displayed by default. The possible attributes are: **ActualEndTime** Date and time at which the change implementation was completed. **ActualStartTime** Date and time at which the change implementation began. **Category** Category or type of change. **ChangeBuilder** Name of the change builder. **ChangeManager** Name of the change manager. **ChangeNumber** System generated change number. **ChangeState** Change status. **ChangeStateSignal** Change status indicator to be shown as traffic light. **ChangeTime** Date and time at which the change was modified. **ChangeTitle** Name of the change. **CreateTime** Date and time at which the change was created. **DynamicField_ChangeFieldName** Dynamic field that is associated to the change. **Impact** Expected effect of the change. **PlannedEndTime** Projected change implementation completion date and time. **PlannedStartTime** Planned change implementation start date and time. **Priority** Priority level of the change. **RequestedTime** Customer's desired implementation date. **Services** Services affected by the change. **WorkOrderCount** Number of work orders related to the change. **See also:** See setting ``ITSMChange::Frontend::AgentITSMChangeSearch###ShowColumns`` to define the displayed attributes. External Interface ================== This package has no external interface.