Creating Changes

There will be times when a Problem ticket will require an RFC to be created in order to fix the issue related to the Problem. In order to create a change from a Problem:

Navigate to the Problem Ticket

  • Right click on the Top Menu Bar
  • Select “Create Change”

Selecting Create Change will

  • Automatically change the Problem State to “Pending Change”
  • open an RFC form with the following data pre-populated from the Problem ticket:
    • Assigned To = name of logged in user creating change
    • Requested By = name of logged in user creating change
    • Opened By = name of logged in user creating change
    • Short Description = Problem’s short description
    • Problem # = added to the Problem related list at the bottom of the RFC form

The user will need to continue to fill out the RFC form and continue following the established Change Maangement Process.

Note: Anytime a change is associated with a Problem the Problem number will be added to notifications and sent to the Problem’s Assigned To.