crq creation 4 new remedy

Rockwell Collins EB-INS-021

e-Business Instruction Page: 1 of 61

Effective Date: 07/06/12

ITSM Change Management Instructions for Processing a Change

Objective

A Change is any activity that entails adding, modifying or removing approved supported hardware, software, environment, system, build, or associated

documentation except when the activity restores the components back to the exact previous component definition and attributes.

The objective of Change Management is to enable beneficial changes to be made, with minimum disruption to IT services.

The purpose of this document is to provide Change end-users with the necessary

information and knowledge to complete the below tasks associated with Change Management:

Accessing the Remedy IT Service Management System

Creating Change Request (CRQ)

Creating an SAP BW Change Record

Reviewing and approving a CRQ

Review Approval

Planning in Progress

Implementation Review

Implementation

Close Down

Schedule Modifications

Reports

Appendix

Applicability

Locations: All

Business Units: e-Business

Revision Summary

This document replaces the previous ITSM Incident Management Instructions for

Processing an Incident dated 02/09/11.




Accessing the Remedy IT Service Management System

Utilize the below steps to access and log into the Remedy IT Service Management

System.

1. Type ITSM into the address bar of Internet Explorer (IE) and press [Enter] to launch the Remedy application and display the BMC Remedy Service

Management IT Home page.

Note: The IT Home page is the system default home page.

Figure 1 –Remedy IT Service Management – IT Home

Accessing the Change Management Console

Utilize the below steps to access the Change Management Console from the Remedy IT Service Management IT Home page.

Click the Application tab to display a complete list of application options.

Note: Options are based on security level/service group.




Figure 2 - Remedy IT Service Management - IT Home

2. Select Change Management (Figure. 3) > Change Management Console (Figure. 4) to display the Change Management Console.





Figure 4 -Remedy IT Service Management - IT Home

Navigating the Change Management Console

The following information provides navigation assistance within the Change

Management Console.

Change Management Console Header

The Change Management Console Header, also known as the Breadcrumb Bar,

offers navigation aid related to records opened from the Change Management Console and the current Change Request.


Functional Area/Button Purpose

New Not available from the Change Management Console.

Search Not available from the Change Management Console.

Navigation Controls

Back button – back one link in the breadcrumb trail.

Forward button – forward one link in the breadcrumb trail. The Forward button is only visible if the Back button was used to return to a record on the breadcrumb trail.

Drop-down menu – contains links to all the records viewed from the current Change Request, including records that might not be currently visible in the breadcrumb trail.

Figure 5 - Change Management Console Header






Home button

Returns user to their default home page. System default is set to the IT Home page.

Global Search

Search across multiple forms of records that match a key term.

Show

A menu to select base criteria to filter contents of the Change table, the menu choices include:

All – all Change Requests, regardless of who submitted them.

Submitted By Me – all Change Requests submitted by user.

Assigned to Me – all Change Requests assigned to the user.

Assigned to My Selected Group – all Change Requests assigned to a specific support group of which the user is a member. If selected user is prompted to select a support group.

Assigned to all My Groups – all Change Requests assigned to

all of the support groups which the user is a member.

Filter by

Places conditions on the basic criteria selected in the Show field. This helps manage the number of records returned in the Show field.

Note: If Assigned to Me is selected in the Show field and All Open >All Priorities is selected in the Filter by field, then

the Changes table will contain all open Changes, regardless of their priority, that are assigned to the user.

Manage My Searches

Open the Manage My Searches dialog box from which the user can edit, save, and delete customer searches. Saved customer searches appear in the My Search node of the Defined

Searches list.

More Filters

Provides a way to further filter the contents of the Changes table.

Refresh Updates the console with the latest information.




Change Navigation Pane

Figure 6 - Remedy IT Service Management



New Broadcasts or View Broadcasts

Opens the broadcast dialog box providing the ability to view

broadcasts. When there are unread broadcast messages, New Broadcast along with the number of new messages will display.

New Broadcasts –

View Broadcasts –

Counts Contains Change Request metrics. The number relate to the selection in the Show field.

Note: If the Show field contains Submitted by Me, then the metrics that appear in the Counts section display the open, unassigned, unacknowledged, and breached Changes that were submitted by the user.

Functions Use the links to do the following actions:






New Change – create a new Change Request record.

Search Change – search the database for current Change Request

records.

My Profile – set user profile.

Application Preferences – set user application preferences and application options.

Reminders – view and create reminders.

Reports – create and run customer reports.

Managed CIs – search for information about specific CI types and

provides access to the CI records.

KPIs (Key Performance Indicators) – select and view Change Management flashboards in graphical format.




Changes Table

Figure 7 –Remedy IT Service Management – Change Console

Changes Table


Create

Creates a new Change Request record.

View

Shows the Change Request record that is select in the Changes table.

Print

Prints the selected record in the Changes table.

Process Overview

Opens the detailed Change Management process.

Quick Actions

Select one of the following actions from the menu:

Assign to Group Member – reassigns the Change Request to another member of users group.

Assign to Me – reassigns the Change to the user.

Change Closure – moves the Change Request with a status of




Changes Table


Resolved to the Closed status.

Details and Tasks

Figure 8 –Remedy IT Service Management – Change Console

Details and Tasks


Details (default view) Contains detailed information about the selected record in the

Changes table. The Create, View, and Report icons relate to work information notes.

Tasks View tasks associated to the Change Request record selected in the Changes table.

Note: To view Tasks, click the Show Tasks link.




Setting Application Preferences Utilize the following steps to set system/application preferences for all modules

regardless of security access/service group.

Figure 9 – Remedy IT Service Management – Change Console

1. Click the Application Preferences link under the Function display the

Application Preferences screen.




Figure 10 – Application Preferences

1. Set the following recommended preferences:

DEFAULT HOME PAGE = Change Management Console

AFTER NEW SAVE = Modify Request After Submit

2. Click the Save button.

3. Click the Close button to return to the Change Management Console.

Note: It will be necessary to log out and log back in to see the changes that were just made.




Creating a Change Request Record

Initiating the Change Request

Utilize the following steps to complete a new Change Request record.

Change Requests can be initiated in four ways.

1a. An Incident that is in “In Progress” status. (Figure 11)

Figure 11 - Remedy IT Service Management – Incident

1b. A SRM request

Note: Changes initiated this way will not have all required elements included.

The Assignee will need to complete all the required elements to complete the record.

1c. Using the Application Menu -> Change Management -> New

Change (Figure 12)

Figure 12 - Application Menu




1d. From using the Create button from the Change Management

Console.




2. Once the change record has been initiated, populate the following fields as appropriate:

Note: Required fields are in bold and denoted with an asterisk (*).

Change Details Coordinator

Field Description/Action

Change ID*+ Displays the Change ID number, which is automatically generated when the request for change is saved.

Coordinator Group*+ Displays support group associated with the Change Coordinator creating the request for change (automatically defaults) .

Change Coordinator*+ Automatically defaults to the support analyst creating the request for change. This can be changed by clearing the field and entering

another user. The Change Coordinator, in some cases, may be responsible for reviewing, allocating resources, or assigning tasks, however in some instances this may fall under the Change Manager.

Change Location Displays the location associated with the Change Coordinator (automatically defaults).

Change Details Description


Service*+ Choose from a list of Services that manage and implement changes.

Template+

Click the icon to search for a Change template that relates to the

change being requested for the chosen service. A list of templates available to the Change Coordinator’s support group will display.

Note: Templates are created to ensure consistency in the way information is captured.

Summary* Brief (high level) description of change.

Note: This field is limited to 128 characters




Change Details Description


Notes Field available to enter additional details about the request for Change with unlimited character functionality.

Hint: You can cut and paste information into this field.

Change Details Type


Class* Defaults to Normal and should remain so unless the change qualifies for other classifications of change types.

Note: See ITSM Change Management Process (EB-P-023 section 4.9.1-4.9.3)

Note: If the Class is not “Normal” then please refer to the Change Management Important Considerations document to insure all approvals, and necessary artifacts will be added to the CRQ.

Change Reason Select the reason for the change from the drop down list.

Note: If Emergency or Latent this is required.

Target Date Enter a target date for the follow up or completion if required.

Impact* Impact is the effect a change has on RC Business’ and eBusiness’ ability to provide IT services to its customers. The system default is 4-Minor/Localized. You can change the impact by selecting from the drop down list.

1-Extensive/Widespread: A change that impacts the entire enterprise.

2-Significant/Large: A change that impacts multiple sites or units within the business.

3-Moderate/Limited: A change that impacts a single site.

4-Minor/Localized: A change that impacts a single department.

http://rweb.rockwellcollins.com/ent/rcdocs/ebusiness/ebp023.pdf

http://teamspace/eb/QualityAssurance/ChangeManagement/Shared%20Documents/Change%20Management%20Process%20Documents/Change%20Management%20Important%20Considerations.pdf




Change Details Type


Urgency* Select the customer urgency level from the drop down list.

Note: This defaults to low.

The options are:

1-Critical: Enterprise Business Service (Has a direct and

enterprise impact on critical business systems)

Severe work stoppage

System and/or service unavailable or new capability

needed immediately which is critical to business

performance

Affects company image or branding

2-High: Core Business Service (Has a direct financial impact

on the business organization)

Process stopped; customer(s) cannot work or require

new capability where delivery date is non-negotiable

System and/or service unavailable

No work around available

High probability of an outage if not addressed

3-Medium Support Service (Directly supports the execution of a

core business service)

Process affected; customer(s) cannot use, or require

certain functions - but specific delivery date is negotiable

System and/or service degraded

May or may not have work around available

4-Low Non-urgent Service (Supports a core business

service, but is not time sensitive)

Process not affected; customer(s) request new functionality where specific delivery date is not a requirement

System and/or service inconvenienced but still available

Work around available

Priority This is set by the Impact and Urgency values.

Risk Level* Is a required drop down that contains Risk Assessment Questions.

These questions help identify the risk associated with making the change.

The options are:

2. Business Criticality

3. People Affected

4. Change Complexity

5. Back out Time/Effort

6. Probability of Complete Success

Each of these questions has a particular weight applied to it to influence the total outcome.




Change Details Type


A risk of 3, 4, 5 drives the need for CAB approval and a Post Implementation Review (PIR).

Note: The system default is to Risk Level 1.

Risk Scales displays a list of questions which are required to be answered in order to assist in determining the Risk Level.

Note: A physical relationship to a Configuration Item will need

to be made before accurately using the Risk Scales.

Note: Request with a risk level of 3, 4, or 5 will need CAB

approval. (See EB-P-023 Section 3.1.8).

Change Details Status Detail


Status* Displays the current status of the request for change.

Status Reason Displays the status reason once the status moves to Implement.

Manager Group* Select the appropriate support group from the drop down.

Change Manager Choose the appropriate Local Change Manager. This person may be

responsible for reviewing, allocating resources, assigning tasks, approving changes, and communicating changes to their domain; however in some instances this may be required of the Change Coordinator.

Note: The drop down list is populated by the Manager Group.

Important: If the Change Coordinator is the same as the Change Manager then additional Approvers(s) are required. See the review approvers section.

Vendor Group+ The information from this field is not available for Change Request details.

Vendor Ticket Number

Risk Scales





Add artifacts to the Change Request:

These include: a Test Plan, Test Results, a CI, a Triggering Event, and in

some instances a Back Out plan.

Note: Review the Change Management Important Considerations for a

complete list of all artifacts.

Figure 13 - Work Details Tab

Change Details Work Detail

Step Action

1. Within the Work Detail tab, type the description of the artifact in the Notes field.

Note: Artifact types are found in section 4.3.4-4.3.7 in EB-P-023

2. Click the arrow for More Details to expand the options for selecting and adding more attachments for the artifact that will be associated to the CRQ.

3. Use the Work Info Type drop down to select the type of artifact.







Step Action

4. Add an (optional) attachment of the artifact type by clicking the Browse button and uploading the attachment.

5. Click the Add button to include the artifact to the Change Request.

6. Repeat the process until all artifacts are added to the Change.

4. Find and associate the change in the Configuration Management Database (CMDB):

Figure 14 - Relationships Tab

Change Details Tasks

Step Action

1. Within the Relationships tab pick the relationship type Configuration Item (CI)




Change Details Tasks

Step Action

entry in the Search drop down.

2. If you know the CI ID or key word of what is changing, enter it in the Search

field; then click to search the CMDB for the CI ID.

Note: If the field is blank nothing will be returned in the search results window.

Hint: % can be used to represent a part of the search criteria for a CI.

3. Click to highlight the CI from the search results window.

Hint: Double click any entry to view the CI details.

4. After confirmation leave the CI highlighted and click the Relate button .

5.

Click on the OK button in the confirmation window.

6. Use the Risk Scales to assess the risk of the change.




5. Changes are the result of a triggering event. This event may be an Incident, Work Order (Service Request), Problem, Known Error, or another CRQ. Each

change must be related to its triggering event. This may be done within the Change itself. Follow the below instructions on how to relate the Change to an existing event.

Note: A Relationship will already be made if the CRQ was initiated from an

Incident

Create a Relationship

Step Action

1. From the Quick Actions section of the Infrastructure Change screen, click the Create

Relationship to pull down tab.

Figure 15 - Infrastructure Change




Create a Relationship

Step Action

2.

Choose the desired relationship from the menu choices. For example, we are using Incident

3. Once the Incident Relationship Search appears type the appropriate key word of the

related object in the Search field; then click to execute the search.

Note: If the field is blank nothing will be returned in the search results window.

4. After confirmation leave the CI highlighted and click the Relate button .

5.

Click on the OK button in the confirmation window.

2. There is an optional step to further categorize the CRQ.

Select Operational

Step Action

1. From the Quick Actions section of the Infrastructure Change screen, click the Select




Select Operational

Step Action

Operational link.

2. In the Categorization Keyword Search+ field,

select the appropriate option from the drop down.

Note: Sustain is the only available category for selection. Request for Enhancement (RE) will populate if the CRQ was initiated by the RE process.

3. Click to highlight the appropriate categorization in the results window

.

4. Click the Select button.

5. Click the Close button.

3. There is another optional step to categorize the product.

Select Product

Step Action

1. From the Quick Actions section of the Infrastructure Change screen, click the Select




Select Product

Step Action

Product link.

2. In the Product Categorization Tier 1 dropdown, select the appropriate option

.


.


.

5. Click to highlight the appropriate categorization in the results window

.

6. Click the Select button.

7. Click the Close button.




4. Review the approvers for the change.

Figure 16 - Infrastructure Change

Review approvers

Step Action

1. Click the Work Details tab check to check the list of approvers.

2. Click the Add button if the Change Manager is the same as the Change Coordinator or if there needs to be additional approvers.




Figure 17 - Add Approvers

Add Approvers Individual


Individual/Group Select Individual from the drop down menu.

First Name First Name of the additional approver.

Hint: Names have to be entered in upper case.

Last Name+ Last name of the additional approver.

Note: To search by last name enter first initial or name in the field, and press ENTER on the keyboard.

Hint: Names have to be entered in upper case.

Approver For Select Customer of to add a customer approval.

Note: Customer Implementation Approval(s) must be obtained for all changes to business system software subject to legal or Business Critical system requirements before pushing change to production. Customer approval authorizes that the change as built and tested meets their requirements and has been evaluated for business impact.

Adds the individual approver(s) to the listed approvers.

Note: This is only active once an individual has been selected.

Close the Add Approvers window.




Figure 18- Add Approvers

Add Approvers Individual


Individual/Group Select Group from the drop down menu.

Support Company Rockwell Collins will be the only choice.

Support Organization The organization that the addition approver(s) reside.

Support Group Name The group the approver(s) are assigned to.

Adds the group(s) to the listed approvers.

Note: This is only active once an individual has been selected.

Close the Add Approvers window.

5. Once all required artifacts are added, and approvers have been verified,

move the Change Request to the next stage for review and approval by the Change Manager or approver(s).

a. If the change is ready to be reviewed and approved by the change

manager go to the Getting the Change Request Reviewed and Approved section.

b. If the CRQ is for SAP/BW, then continue to the Creating a SAP/BW Change Request Record section.




Creating a SAP/BW Change Request Record

SAP and BW request for changes are initiated the same way an infrastructure

change is, with one exception. SAP and BW requests require a Work Info Type that allows communication to SAP Solution Manager and ChaRM systems.

Initiating the SAP/BW Change Request

Utilize the following steps to complete a new SAP/BW Change Request record.

1. Follow the steps from Creating a Change Request Record to insure all required information and relationships are created.

2. Create a SAP ChaRM Interface work type:


Step Action

1. Within the Work Detail tab, type a description, in the Notes field, if needed.


3. Use the Work Info Type drop down to select the type of artifact.

Select SAP ChaRM Interface from the list.

4. Select the SAP Landscape that the change will affect.

5. Click the Create SAP ChaRM document button to associate the ChaRM document number to the CRQ.

6. Review and validate that the Change Coordinator and/or the Change Manager have access to the ADM environment in SAP.

Note: The Change Coordinator and the ChaRM request processor should be the same.

7. The Change Summary will be part of the default transport name. Review and/or update the summary to ensure it will be appropriate for this purpose.

3. If the change is ready to be reviewed and approved by the Change Manager,

go to the Getting the Change Request Reviewed and Approved section.




Getting the Change Request Reviewed and Approved

Changing Status to Request for Authorization

The creation of the CRQ is complete and now needs to be sent to the Change Manager or approval group for review and approval through the stages of development, testing, and implementation.

Utilize the next steps to get the CRQ to the Next Stage.

1. Change the status of the CRQ:

Change Details Next Stage

Step Action

1. Click the Initiate drop down ,

then select Next Stage, or use the Next Stage button at the bottom of the page.




Review Approval

Using Approval Central for Review Approval

Utilize the below steps to access the Approval Central Console from the Remedy IT Service Management IT Home page to review and approve all Normal class CRQs

awaiting Review Approval status

1. Click the Application tab to display a complete list of application options.

Note: Options are based on security level/service group.

2. Select Quick Links (Figure. 14) > Approval Central to display the Approval

Central Console. (Figure. 15)

3. During this phase of the review process use the requirements in EB-P-023 section 4.2.1 to determine if the CRQ should be Approved or Rejected.

4. Below demonstrates the features and functions of Approval Central to update a CRQ to the appropriate stage.






Figure 20 - Approval Central

Approval Central Approval Tasks Pane


Approval Tasks Contains CRQ approval status metrics. The number relates to the selection in the Show field.

Note: If the Show field contains Pending Approvals by default.

Action Menu Use the links to do the following actions:

My Approval History – Displays recent CRQs that have been approved by the user logged in.

Search My Approvals – Filter the results in the Show field by multiple attributes of a CRQ awaiting approval.

My Alternate Approvers – Allows the user to defer an approval to another qualified approver.

Note: The alternate field must be entered in all lower case to

insure the notification email is sent correctly.




Figure 21 - Approval Central

Pending Approvals


Select All

Selects all items in the Show field.

Deselect All

Deselects all items in the Show field.

Approve

Approves the selected items in the Show field. Move the CRQ to the next stage Review and Authorize.

Reject

Rejects the selected items in the Show field. The status of the CRQ is changed to “Rejected” and cannot be re-opened.

Hold

Use this if there is more information needed in the CRQ. When

the requestor has provided the information then the CRQ can be approved or rejected.

Reassign

If the assignment is not correct, the user can reassign the request to another person.

Approval Details

Shows a summary and activity log of the CRQ. Approve, Reject,

Reassign, and Hold functions are available from the summary screen.

Note AdHoc is not available for all users. This will allow users with special permissions to approve or reject a record in special cases.




Pending Approvals


Show table Lists all CRQs filtered by approval task criteria.

Note: Default is Pending Approvals.

Justification For Action Provides ability to add notes to the work log when changing the status of the CRQ.

Approval Request Summary Use the links to do the following actions:

Request ID: - Opens the Infrastructure Change (Search)

window. This allows the user to search for and view the full details of the CRQ requesting approval

Notes: - Displays the notes of the CRQ details.

Approval Log: - Displays who the approvers for each qualifying approval step.

Planning in Progress

Enter Dates, Tasks, and Test Results

Once the CRQ is moved to the next stage, the Change Manager needs to schedule the start and end dates for the change and add and assign tasks.

Utilize the steps below to complete the Planning in Progress functions on the Infrastructure Change screen.

1. Change the status of the CRQ from the Review & Authorize tab to the Plan and

Schedule tab:

Move CRQ to Plan & Schedule

Step Action

1. Click the Review & Authorize drop down





2. Add or update dates for the change activities:

Modify dates

Step Action

1. Click the Date/System tab.

2. Select a Scheduled Start Date+ by typing a date in field or by using the Calendar button

to choose a date.

3. Select a Scheduled End Date+ by typing a date in the filed or by using the Calendar

button to choose the date.

4. Click the Save button at the bottom of the screen to save the changes

Note: Dates changes will update the appropriate fields in the status views for request for enhancements tickets.

Note: Using the View Calendar link in the Quick Action section to aid in choosing accurate dates. See the Scheduling Modifications sections for more

information.




3. Add and assign tasks for implementing the change:

Modify dates

Step Action

1. Click the Tasks tab.

2. Click the Request Type drop down to choose or create a task.

3.

Use the links to do the following actions:

Task Template – This will provides a list of tasks that have been created for the Service Area selected in the CRQ.

Task Group Template – This can be used to select multiple tasks that have been related for similar change types.

Ad hoc – This can be used to manually create a task.

4. Tasks will be sequenced in the order they were added. Use the Sequence Up/Down

buttons to change the sequence of the task.

Note: There are two ways to change sequence.

Numerical Order

Recurring Number of Sequence followed by Next Sequence

5. Click the Relate button once the Request Type has been selected

Note: For SAP Changes, see Appendix on SAP Change Development/Configuration

6. For Task Template types, choose task(s) that relate to implementing the CRQ.




Modify dates

Step Action

Click the Relate button when all tasks are selected.

Note: To select multiple tasks press and hold Ctrl or Shift on your keyboard as you select each task.




7. For Task Group Template types choose a group that relate to implementing the CRQ.

Click the Relate button when all tasks are selected.

Note: To select multiple tasks press and hold Ctrl or Shift on your keyboard as you select each task.

8. For Ad hoc types to create a task manually.

Fill in the details about the task




and click the Save button when the details are complete.

4. Assign tasks to the appropriate resources:

Assign tasks

Step Action

1. Click the Tasks tab.

2. Double click a task in the list.

3. Click the Assignment tab.




Assign tasks

Step Action

4. Fill in the Assignee Company, Assignee Organization, Assignee Group+, and Assignee+. These fields are required to create the assignment.

5. Click the Save button to commit the changes to the task.

Note: The task(s) will appear in the assignee’s IT home page when logging into Remedy.

5. Attach the Test Plan Results:




Test Plan Results

Step Action

1. Within the Work Detail tab, type the description of the artifact in the Notes field.


3. Use the Work Info Type drop down to select Test Results - Details.

4. Add an attachment, if needed, by clicking the Browse button and uploading the attachment.

5. Click the Add button to include the artifact to the Change Request.

6. Move the CRQ to the Next Stage:

Move CRQ to Implement




Step Action

1. Click the Plan & Schedule drop down


Scheduled for Approval (Implementation Approval)

Approval for Execution

Utilize Approval Central Console from the Remedy IT Service Management IT Home

page to review and approve CRQs awaiting Scheduled for Approval. Review the Change Management Important Considerations to insure the CRQ is ready for implementation

Note: Use the Approval Central instructions to approve the CRQ to the next stage.

Implementation

Implementation Building

The Local Change Manager is ultimately responsible for maintaining the date and

time forecast of production implementation of each changing CI, including upstream/ downstream affected CIs and will be advised by the implementers of any

changes. Once confirmation that all pre-production tasks are successfully completed and just prior to production rollout, the Local Change Manager ensures that:

The Enterprise Service Desk is informed prior to implementing any

changes affecting the Production infrastructure.

Each Change Task was completed.

Note: Use the Tasks tab view the status of each task assign to the CRQ.

Status of the change is updated as appropriate.





Note: Review the Change Management Important Considerations for all activities of different classes of change.

Note: For SAP Changes, see the section on SAP Change Implementation

Close Down

Close down activities and responsibilities

Utilize the following steps to move over the CRQ to the Next Stage:

Move CRQ to Implement

Step Action

1. Click the Implement drop down


2. Complete the Change Closure form.

Close Down

Post Implementation Review (PIR)





Following completion of the implementation phase the Local Change Managers will

conduct a PIR, assemble the appropriate people and resolve any open issues, discrepancies, deficiencies, or questions with the Change Coordinator as necessary.

Note: Review the Change Management Important Considerations to ensure all items are covered in the “Change Manger Close Down Approval Checklist” section.

A PIR is required for all changes that have a risk of 3, 4, or 5. It is performed when the CRQ reaches a Completed\Final Review Required stage.

Figure 22 - PIR Warning Message





Figure 23- Work Details Tab


Step Action

1 Within the Work Detail tab, type the description of the artifact in the Notes field.

2 Click the arrow for More Details to expand the options for selecting and adding

more attachments for the artifact that will be associated to the CRQ.

3 Use the Work Info Type drop down to select Post Implementation Review.

4 Click the Add button to include the artifact to the Change Request.

5 Fill in the form and click the Save button at the top of the screen when complete.

Note: You may edit all or part of the form and save it, but you will not be able

to continue to close down until all of the form is completed. To re-launch the





Step Action

form to continue editing, simply double click on the PIR entry in the work

information table.

6 Repeat the process until all artifacts are added to the Change.

Scheduling Modifications

Use the View Calendar link in the Quick Action section of the

Infrastructure Change page to view the change in relationship to other changes. This feature provides insight to ensure proper timing and aides to reduce impacts to

business critical systems. This can also be used to locate related changes that could help consolidate resources.

Figure 24 – Calendar

Below indicates how to use the View Calendar features.




Note: Times are displayed based on the time zone settings of the user viewing the schedule.

Tool Tip data

Hint: Hovering over an entry will provide the Change Summary, Change ID, and scheduled dates.




Change Details

Hint: Clicking an entry will provide more details in the section below. “View Full

Details” will open the CRQ in a new window.




Filters

.

Filters


Quick Filter Allows filtering based on categories such as status or risk level. Results will appear based on the search criteria provided.

Filter By Related CI Related CIs are displayed when a search is conducted by categories such as status, impact, etc.

Further filtering can be done by choosing options such as Operational

Categorization (for example, Add) and Assignment (by manager’s name, group, or assignee).

CI criteria that include CI class can be applied in this filter as well.

Filter By Location Allows an impacted location in a search.

Note: Only locations that have release request can be selected.

Service Search Allows a filter to be applied by CI’s

Business Event filters

Business Events


Global This setting retrieves business events with Global impact.

Level This will retrieve all business events by level that is set during creation.




Quick Links

Quick Links


Set Defaults

Opens the User Defaults dialog box.

Your application administrator can define optional defaults for you.

The Change or Release tab is displayed based on the calendar selected Change or Release.

Release and Change user settings can be defined for displaying Change Requests and

Release Requests, based on categories, such as status, risk level, company, etc.

New Release Opens the Release form in New mode.

New Change Request Opens the Change form in New mode.

New Business Event Opens the Registration for Shared Time Segment form in New mode.

Open Release Console Opens the Release Console.

Open Change Console Opens the Change Console.

Reports Opens the Reporting Console.

Print Opens the Print Properties dialog box.




Reports

Use the Report Console to generate reports. If the predefined reports return more

information than desired, manage the scope of the report using qualifications. From the Change Console choose Functions ->Reports.

Figure 25 - Change Console

Crystal reports and Web reports are available from the Report Console.

Highlight a desired report and click the Run button.

Figure 26 - Report Console




Appendix A

SAP Change Development/Configuration

1. Find your ChaRM ID number in your Change Request.

2. Log into ADM client 102.

3. Enter transaction CRMD_ORDER.

4. Select the Open Business Transaction button, or press Shift + F5.

Note: If you wanted to search, change the “Find” option to “Service.”




5. Enter your ChaRM ID.

Note: If you’re in display mode, click the Edit button to switch to edit

mode.

Note: If there are errors or warnings, they will appear as a yellow or red

indicator on the button to the far right . Click on it to see further details.

6. Once errors and warnings are addressed, click the Action button.

7. Choose the option Set to In Development. Press Save .




8. If there is more than one available project on the system, you will be presented with a list to choose from. Choose the proper option and click the

Select button.

Note: Your ChaRM document status is now “In Development”

9. Click the Actions button, and select Create Transport Request. Press Save

.

Note: This is done automatically for Emergency and BW No Impact ChaRM

documents.




10.If prompted for a Development system, choose the proper one for your

change type.

11.Review the default entries and change where appropriate. Employees listed

will receive tasks. Press Enter.

12.Continue with development/configuration, saving to the transports created.

Note: You can create more than one Transport Request for the same ChaRM document. However, Emergency and BW No Impact Changes can only have one

unreleased transport of the same type at the same time. To work around this,




you would need to release your existing transport, or open multiple ChaRM documents on your CRQ.

13.Make your changes in the development system, saving it to the transports created in ChaRM.

Note: Transports can’t be added to a ChaRM document after they’re created, and they can’t be sent to production without being on a ChaRM document. If

you use the wrong transport number, you’ll have to copy your objects to a ChaRM transport before moving to production.

Note: You can log into the development system from ChaRM using the Actions

button and selecting “Logon to System”

Note: To find the transports on a ChaRM document, you can either choose the “Z Display List of Transports” item from the action button, or look in the ChaRM

document’s notes.

After making your changes in the development system, release the task to which they are associated.

To test your changes, go to Actions, “Create and Release TOCs.” Press Save .




Select the transports that you want to create Transport of Copies for, and press

Enter.

The transport of copies will be imported to the QA or Test system on a periodic

schedule, which should be similar to current.

Note: Transport of Copies is required for Normal changes. You won’t be able to

move to production until they have been imported.

SAP Change Implementation

Change Implementation is different between Normal and Emergency/BW No Impact changes.

If you need to re-open the ChaRM document, see instructions at the beginning of the development/configuration section.




For Normal Changes:

Press the Actions button, and select “Confirm Successful Test.”

Press Save .

Note that the status is “Consolidated”

Note: ChaRM documents in “Consolidated” status by 1:00 PM on Thursday will be sent to production on the weekend (unless there is a change freeze).

Dual-Entry

Press the Actions button and select “Start Retrofit.”

Press Save .

Select the dual-entry system and press enter.




For each transport you are creating dual-entry for, enter the dual-entry transport

number in the “Retrofit Request” column.

Note: A Retrofit Status of “Process Retrofit” indicates that dual-entry has not been completed.




To do dual-entry:

If the indicator in the “Critical Retrofit” column is green, SAP believes it can automate the dual entry. Select the transport(s) to retrofit and click the “Retrofit” button. After confirming that retrofit was

successful, the status will change to “Retrofitted.”

If the indicator in the “Critical Retrofit” column is red, you must

manually complete dual-entry. After completing the dual-entry, select the transport(s) retrofitted and choose “Retrofit Manual.” The status will change to “Retrofit Manual.”

For Emergency/BW No Impact

Press the Actions button, and select “Release Transport Request(s).” Press Save.




Review the transport list, and press Enter.

Press the Actions button, and select “Confirm Successful Test.”

Press Save .

Note that the status has been changed to “Successfully Tested.”

Press the Actions button, and select “Released for Production.”

Press Save .




Note that the status has been changed to “Authorized for Import.”

Note: “Start Retrofit” to identify dual-entry transports. See instructions above.

Press the Actions button, and select “Released for Production.”

Press Save .

Note: This will import the transport to production. Basis no longer needs to be notified

unless there is a problem.

Note: All steps prior to this one may be done before the Remedy CRQ is approved for

Emergency and BW No Impact changes.

FAQs for ChaRM can be found here:

http://teamspace/eb/qa/release/Lists/General%20Discussion/ChaRM.aspx

‘EB-INS-021’

http://teamspace/eb/qa/release/Lists/General%20Discussion/ChaRM.aspx

This printed copy of this document is current as of theday it is printed. Subsequent use of this printed

document requires date verification on the Intranet.