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Create a change request
Anyone who has access to TDNext can create a change request. The process is similar to creating a service ticket. Please see the KB article " Technician's Quick Guide for Using TDNext". The only difference is to choose one of the Change Forms.
Enter TDNext,
Click on IT-Tickets
Click on New, and choose Change Form in the drop down.
A change form opens and you can fill the form with all required information and attachments if any, and save.
Emergency change requests:
There is an additional step you must do which is to choose the emergency change form in order to trigger the emergency change control work flow.
To do this, click on New and select "Change Form" (You will not see the emergency change form at this screen).
On the opened form, click on the "Form" drop down menu and select "Emergency Change Request" Form.
Fill the form and save.
Manage change requests:
All change requests are organized in a TDX desktop named "Change Management", which you can choose at the desktop drop down at the right upper corner. Please make a request if you need to see it.
The report of "Change Request for Approval" lists all the normal change requests to be discussed in the change management meeting. Click in the "Title" field to open and view the details of the request.
After the discussion, the status can be changed to "approved" or left as "Open" if information is needed for further discussion.
- Emergency Change Management
Emergency change request is managed through email, but the requests can be viewed in the "Change Management" Desktop.
You MUST use "Emergency change Request" form to create an emergency change request. Only this form will trigger a workflow to start the approval process by sending an email notice to all CAB members. All CAB members need to review the request in "Change Management" Desktop to decide if information provided warrant approval. If change information properly provided, you can click on the link in the email notice and vote "Approve". Please add a comment with you name, because the final email notice will include the comment, but not the name who votes approval.
Note: All votes can be viewed in the history of the ticket.
After 4 approval votes, the change request will be automatically approved. Approval email notice will be sent to the requester and all CAB members.
One "Reject" vote will result in the rejection of the change request. It is even more important to include your name and reason for rejection in the comment for the requester to discuss further with you.
After the rejection reason is mitigated, you can copy the change request to file a new request,
To do so, open the existing change request in the "Rejected Emergency Change Requests" area in the Change Management Desktop,
Click on "Actions" and choose "Copy Change". Then, you must
Add "Revised" in the subject line
Provide information requested
Change the "Status" from "Rejected" to "New"
Save
A new approval process will start.
Repeat this process until 4 approval votes are achieved without any rejection votes.
The status of the change request will be updated accordingly and filed in proper areas in the desktop.