cm how to create a cr in remedy v1.1

7/29/2019 CM How to Create a CR in Remedy v1.1

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How to create a Change

Request in Remedy


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Change Control Table

Date Version Number Amendment by Summary of Changes

26th July 2012 1.0 Kavitha Chalapathy Initial Draft for Instructions

for requesting a change

2nd of February2013

1.1 Kavitha Chalapathy Updated with details onrelation to various

departments within

Wegener.

Approval Control Table

Date Approver Comments

2nd

February 2013 Sander van Knippenberg Approved by Change manager


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Log in to the Remedy Change Management console

http://remedy.platina.intra/arsys/forms/remedy-

app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Man

ager%29/

And select New Change

Determine what class change is requiredIf your change requires a single team, isnt complicated and poses a zero to none risk

and minimum impact it is a candidate for a Class A change. In order to find out if your

change fits this categorization please see if there is an applicable template. Otherwisego for a class B (1 team), or Class C (multiple teams involved and building required).

Standard Change (Class A)1. Select the appropriate Standard change template.

2. Add the abbreviation WEG or MEC or BEM to the summary field

a) WEG, if the change is only relevant to the Wegener division

b) MEC , if the change is relevant to both Wegener and Berlingske Media divisons

c) BEM, if the change is only relevant to the Berlingske Media division
http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/http://remedy.platina.intra/arsys/forms/remedy-app.platina.intra/CHG%3AChange+Management+Console/Default+User+View+%28Manager%29/


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Please ensure to keep a meaningful summary after starting the Summary* with WEG,

BEM or MEC

3. Customer Company has to be filled, If the change is specific to Wegener then ensure

that you select Wegener, If the change is related to Berlingske select BEM. If the change

is related to Wegener and Berlingske ensure that Mecom is selected.

4. If you request the change on behalf of the client then please ensure to update the

Requested For+ field to reflect the same. The same applies if you request a change for

someone else within HCL.


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a. Click on the delete button on the right side of Requested For+

b. Type a in the now empty field and hit the enter-button.

Now you can search for the person you are requesting this change for.

5. Complete the Notes field by putting something meaningful in here to complete the

template provided.

Please note this should be a laymans description on what this change is trying to

achieve.

6. Set the Urgency

Change urgency has to initially be set correctly during the draft stage because urgency

cannot be changed once the change has moved to approval stage.


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7. Fill the details for Requested Start Date, Requested End Date.

Please note that a Class A change requires a 2 business days lead time starting from

12:00 CET (noon).

If you need to do this change outside of the regular maintenance window then please

add a General information & Work Notes Work Info with a Summary* field of:Not in regular maintenance window. Then in the Notes part describe why you

feel this change needs to take place outside of the regular maintenance window.

This will however require firm justification.

Please note: An attached e-mail with relevant client approval normally gets approved by

the change manager. In case of doubt please contact the change management team.


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8. Select the Change coordinator as Kavitha Chalapathy

Select Add work Info and then Fill the Implementation and Backout Plan.

Please ensure to complete the Summary field as Implementation Plan or Backout

Plan to reflect the same.

In the Implementation plan you can write the steps you are planning to take to achieve

the goal described in the notes field.

If required you can attach files to it.

NOTE: If you select [Locked: Yes] you cannot make any alterations and will have to add

an additional Implementation plan with summary field Additional Implementation Plan

to make any alterations.

Click on Classification tab and check if the for a class A autopopulated fields are correct

Operational Categorization Tier1 and Tier2

Product Categorization Tier1 and Tier2Otherwise ensure yourself to complete these.


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1. Adding tasks for various teams to completClick the Task Tab Create Task In General tab provide the required details under the task location, in the bottom

of the page change the site status to ACTIVE

2. Click Assignment Tab and provide the details as required


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3. Click Dates Tab and provide the scheduled start and End date.

4. Click Save Button , Task will be created. If needed you can add multiple Task.


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Relationship Tab

For example if there is a incident, The incident is raised to perform a change, In that case we

use the relationship tab. Will can close the incident and create a new change and relate the

incident in the created CR.

Select the request type as Incidentsearch, new window opens, Provide the Incident Number

click enter.

5. Check and Save the Change Request. Now the change will be in draft Status. Click

Next Stage the CR will go for necessary approvals.


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For Class B and Class C change we need to follow below additional steps6. Under Initiate Tab Risk and impact Assessment details has to be filled.

7. IA form needs to be attached for all Class B and C changes. The template to be used is

found on the Sharepoint environment.

Change urgency has to initially be set correctly during the draft stage because urgency

cannot be changed once the change has moved to approval stage


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8. Select the change model accordingly

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