Change Management Request Tickets
Section undergoing Maintenance
Please excuse our progress. We're currently putting together documentation for this feature.
If you require assistance, contact us with the direct chat in the bottom-right corner for support.
Required Permissions
| Permission Type | Permission Name |
|---|---|
| Teams | View/Edit Tickets |
Team Ticket Access
The available customers, and organizational structure elements that are populated during ticket creation are ultimately managed through a user's teams and their team's associated ticket tccess.
CMR Fields
| Field | Type | Definition | Required |
|---|---|---|---|
| Title | VARCHAR(160) | A brief title for the [Ticket], which should be unique and descriptive enough for users to recognize and understand the core purpose of the [Ticket] as a glance. | Yes |
| Description | VARCHAR(160) | An In-depth description about the [Ticket], what caused the [Ticket], or why the [Ticket] was created. | Yes |
| Customer | ADMIN DEFINED DROPDOWN Admin Pages > Customers |
The [Customer] the [Ticket] is created for. The [Ticket] will use this [Customer]’s [Organizational Structure] to populate [Customer Contact], [Location], [Area], [Equipment] and [Activity] dropdown selections. | Yes |
| Location | ADMIN DEFINED DROPDOWN Admin Pages > Customers > Locations |
The particular place within the [Customer]’s [Organizational Structure] where the [Ticket] is associated. Can optionally include an Address, City, State, and Zip Code. This is generally the highest encompassing level on a particular site. | Yes |
| Area | ADMIN DEFINED DROPDOWN Admin Pages > Customers > Locations > Areas |
The specific place within a [Location] of a [Customer]’s [Organizational Structure] where the [Ticket] is associated. | Yes |
| Customer Contact | ADMIN DEFINED DROPDOWN Admin Pages > Customers > Customer Contacts |
The [Customer Contact] within the [Customer]’s [Organizational Structure], which submitted the [Ticket] or the [Ticket] pertains to. This [Customer Contact] will be included on the [Ticket]’s [Email Notification List]. | No |
| Contract | ADMIN DEFINED DROPDOWN Admin Pages > Customers > Contracts |
The [Contract] created for the [Customer] which help’s the [Supporting Company] categorize and track the [Time Spent] and [Cost] associated with the [Ticket]. | Yes |
| Equipment Type | ADMIN DEFINED CATEGORY Admin Pages > Assets > Equipment Types |
The category of [Equipment] that the [Affected Equipment] for this [Ticket] belongs to. Used to envelope large lists of possible [Equipment] into more manageable lists, while also providing insight into which [Equipment Types] are causing a [Customer] the most [Issues] or have the highest associated [Cost]. | No |
| Manufacturer | ADMIN DEFINED CATEGORY Admin Pages > Assets > Manufacturers |
The [Manufacturer] of the selected associated [Equipment]. Can be used to filter out [Equipment] by [Manufacturer] during [Equipment] selection. | No |
| Primary Equipment | ADMIN DEFINED MULTI-SELECT Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Equipment |
The main piece of [Equipment] for which the [Ticket] was created. If there are multiple pieces of [Equipment], the [Primary Equipment] should be the piece which is most directly related to the goal or issues described within the [Ticket]. There may be only one piece of [Primary Equipment]. | No |
| Secondary Equipment | ADMIN DEFINED MULTI-SELECT Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Equipment |
[Equipment] that is important in the completion of, or involved in an [Issue] for which, the [Ticket] that was created, but is not the [Primary Equipment]. There may be multiple pieces of [Related Equipment]. | No |
| Activity | ADMIN DEFINED DROPDOWN Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Activities |
The action that is to be applied to the [Ticket]’s [Equipment] based on its [Equipment Type]. You should not set an [Activity] if this action is very unlikely to occur on the [Equipment Type] again. | No |
| Status | PRE-DEFINED DROPDOWN | Current state of the [Ticket] OPEN: A [Ticket] which is currently open and has not been resolved. CLOSED: A [Ticket] for which the issue has been resolved in the case of [Problem] and [Event] [Ticket]s; completed in the case of [Task] and [Project] [Ticket]s, or [Approved] or [Denied] for [Change Management Request] [Ticket]s. PENDING VENDOR: A [Ticket] which is still [Open], but additional progress is contingent upon delivery of a good or product from a [Vendor]. This [Status] exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. PENDING CUSTOMER: A [Ticket] which is still [Open], but additional progress is contingent upon a response or interaction from a [Customer]. This [Status] exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. PENDING OTHER: A [Ticket] which is still [Open], but additional progress is contingent upon something other than a [Vendor] or [Customer]. This status exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. SUSPENDED: A [Ticket] which could not be considered [Closed], but is no longer relevant and should not remain [Open], as an [Open] [Ticket] signals that there is additional work to be completed. |
Yes |
| Time Spent | [Time Added] INT(11) [Off Hours] CHECKBOX [Worked Date Timestamp] TIMESTAMP [Comments] VARCHAR(1028) [User] USER ENTERING TIME |
The time in minutes that a [User] spent working on a [Ticket]. The [Time Spent] along with the [User]’s [Resource Cost] is used to track [Costs] for the [Ticket] and the Time for the [Ticket]’s [Contract]. | Yes |
| Off Hours | CHECKBOX ON TIMESPENT MODAL | This Checkbox indicates that the [Time Spent] being added to a [Ticket] occurred during what the [Supporting Company] defines as [Off Hours]. | No |
| Teams Assigned | ADMIN DEFINED DROPDOWN MULTI-SELECT Admin Pages > Teams > Ticket Access > Customer Organizational Structure |
The [Team](s) that will be assigned to the [Ticket]. [Team]s are used to populate a [User]’s [Team Views], and determine [Ticket] access for members within that team. [Team]s are flexible and can be setup for different use cases. For example, you may create a team which has members from a particular organization unit, like managers, or human resources. You may also create teams which separate organization units based on their functions; like creating a team of support staff which handles customer support, and a team of support staff which handles internal support. Having solid knowledge of how your organization works, and which of your users need access to groups of tickets is key in setting up proper and useful teams that take full advantage of the feature. | Yes |
| Engineer Assigned | ADMIN DEFINED DROPDOWN Admin Pages > Teams > Ticket Access > Customer Organizational Structure Admin Pages > Teams > Team User Permissions > View/Edit Tickets |
The [User] that is assigned to be the primary point of contact for the [Customer] as well as the main contributor of work and [Time Spent] to a [Ticket]. If this field is left blank, the [Ticket] will appear in the [Unassigned Ticket Queue] until the [Ticket] is assigned to a member of the [Assigned Team] or until the [Ticket] is [Closed]. | No |
| Attachments | Files totalling up to 20MB will be emailed | Any [file]s that are relevant to the [Ticket] and its resolution and do not exceed the limit of your Organization’s Maximum File Upload Size that is determined by your Product Package. | No |
| Business Impact | TEXT | A description of how the [Change Management Request] will affect the [Organization] and [Organizational Structure]. If the [Change Management Request] [Ticket] is a [Change Request], the [Business Impact] only occurs if the [Change] is [Approved] through application of the [Organization]’s [Change Management Policy]. | Yes |
| Change Steps | TEXT | A detailed description or outline of the steps required to successfully implement the Change described in the [Ticket]. | Yes |
| Back Out Plan | TEXT | A description of procedures and the escalation process to be followed in the event of adverse actions or results that force the Change to be abandoned. | Yes |
| Planned Start | TIMESTAMP | ii. The time and date the [Change Management Request], or [Project] is scheduled to begin. Used to inform [User]s that could be affected by a Change occurring within their [Organizational Structure] and prevent conflicts that would compromise the completion of the [Change Management Request] or [Project]. | Yes |
| Planned End | TIMESTAMP | The time and date the [Change Management Request], or [Project] is scheduled to be completed. Used to inform [User]s that could be affected by a Change occurring within their [Organizational Structure] so they can expect when operations will return to normal at the completion of the [Change Management Request] or when they can expect a [Project] to be completed. | Yes |
| Notification Only | CHECKBOX | When selected, the [Change Management Request] will be sent as if it were already [Approved]. Request approval and denial emails will not be sent to [CMR Reviewers] on the ticket, and the [Change Management Request] will be considered approved immediately. Use in cases where a change must occur immediately, or does not need approval, but you would still like associated [Team]s and [User]s to be notified of the upcoming change. | No |
Creating a CMR Ticket
- Navigate to the sidebar and select Change Management > Create CMR
Use Cases
Section undergoing Maintenance
Please excuse our progress. We're currently putting together documentation for this feature.
If you require assistance, contact us with the direct chat in the bottom-right corner for support.
Example
Let's create a Change Management Request Ticket together.
Section undergoing Maintenance
Please excuse our progress. We're currently putting together documentation for this feature.
If you require assistance, contact us with the direct chat in the bottom-right corner for support.