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ITS Change Management

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Change Management General Information

Change requests are managed by the Orange Tracker Change Management project. You can access Orange Tracker by visiting https://ot.syr.edu and logging in using your NetID credentials. If you have problems logging in, please contact the ITS Service Center at 443-2677 or email help@syr.edu.

New change requests can be submitted by logging into Orange Tacker and creating a new issue by choosing the Project ITS Change Management and the Issue Type Work Order.

Click itsservices:Here to view an image showing ITS Change Management issue creation.

Once the issue screen opens you can fill in the fields and click Create to complete the Change Request submission process.

Field Descriptions and Entering Data

The data fields shown on the Change Management Work Order issue type have a close correspondence to the fields that existed in the CM application on itsapps.syr.edu (after which they were modeled). Descriptions are typically located below the fields. Fields marked with an asterisk (*) are required. While many fields are self-explanatory, the following usage notes may be helpful.

Summary - This is a short description of the change, or Change Title in the old application.

Reporter - this is the person requesting the change.

Assignee - this is the person who is implementing the change.

Requesting Unit - the organizational unit requesting or initiating the change. This is a cascading select field. Select ITS, College or Department from the options on the left, then make a more detailed selection from the options on the right.

Change Impact Grade and Change Risk Assessment Score - use the information on the grids accompanying these fields to develop and populate the Change Categorization field, and to select the appropriate change type in the Components field.

Outage Window and Change scheduled during Tuesday outage window? - Select the appropriate response based on your change.

Change Start Time, Change End Time, and Change Backout Time - Click the calendar tool next to the field you want to complete and select the date. Then place your pointer on the unit of time you wish to set, hold the button and drag the pointer to the left or right to change the time unit.

Change Review Date - This field allows the change requester to select a date on or after which the change will be reviewed for approval. This field is useful for a requester submitting changes (e.g. recurring changes) scheduled to occur well in advance of the submission (issue creation) date. This allows the change review to be deferred until the approach of the Change Start Date. The Change Review Date field defaults to the current date, and does not require any alteration if the change is intended to be reviewed at the next regularly scheduled Change Management meeting. See the section below in Recurring Changes.

Description - the detailed description of the change.

Environment - a detailed inventory of all structures that will be affected by the change, e.g. servers, applications, networks, etc.

Change Context Information - the reason, procedure, known IT dependencies and experience (personal and organizational) with the change. Support the scope selected in the Change Categorization field.

Impact After Change - the impact after the change (both customer and infrastructure impact).

Customers Affected - use this field to identify who the customers are that will be affected by the change. Include (as appropriate) locations (buildings, floors, addresses), affiliations (students, faculty, staff) and departments/organizations.

Customers Notified - the customers (if any) have been notified about the change.

Documentation Updated? - This field is used to record whether documentation has been updated, in the event that the change is expected to affect the user experience. Select Yes, No, or Not Applicable.

Outage Planned - select the Yes or No radio button.

Outage Description - If an outage is to occur, describe the outage and how it will appear to external and internal customers, including duration if outage will be shorter than the change window requested. Include any systems, applications, and/or services that will be affected, and describe how they will be affected.

Change Backout Plan - provide a detailed back out plan, including any negative impacts of back out.

Change Tested? - select the Yes, No, or In Progress radio button.

Change Testing Details - List the testers and provide a description of the testing and the results.

Approving Manager and Approving Peers - It's likely that these people are in Orange Tracker. Start typing the name or NetID in the field to get a list of possible matches.

Priority and Original Estimate - These optional fields are not germane to the Change Management process but appear on the issue screen to provide compatibility to other features of Orange Tracker.

Attachment - Optionally you can click Browse to attach files to your Change request.

Usage Notes

Issue Editing All Change Management issues are editable by any person in the "Consultant" project role when the issue status is Open, On Hold, or Progress Stopped (Deferred).  For the Change Management project this includes virtually all change management users. All changes to Change Management issues on Orange Tracker are logged under issue activity.

When the Change Management issue is approved (the issue status is Approved) the issue is no longer editable, except by Orange Tracker users in the Change Management Project Manager role. Typically, these are people who approve the changes at the Change Management meetings. However, the following actions can be taken:

  • All issue workflow actions are still available.
  • The issue can be commented.
  • If a Change cannot be implemented on the scheduled date/time, the issue should be cancelled, setting the resolution to "Incomplete", and setting the Change Results field to "Change was not implemented and will be rescheduled."
  • To reschedule the change, requesters can use the "Create and Link" action (on the issue screen under "More Actions") then select the CM Clone option.See the section below on Copying Issues.
  • Once a change has been approved, the issue can be edited by and at the discretion of the ITSCM Project Managers, if there is a compelling need to do so. Send email to help@syr.edu or call 443-2677 to request this action.

Date Field Validation Orange Tracker performs no rational validation for the date/time fields (i.e. Change Start Time, Change End Time, Change Backup Time). Thus you can input a Change End Time that occurs before the Change Start time. Data input errors can be corrected by editing the issue.

Copying Issues It is possible (and often desirable) to create a new CM issue by copying the contents of an existing issue, as in creating a number of recurring issues. The preferred method for issue copying (i.e. cloning) uses the Create and Link operation. Create and Link will copy the values from all fields except for the date fields. The date fields are then completed by the reporter during issue creation. To use Create and Link:

  • View the issue you want to copy
  • Under More Actions select Create and Link
  • On the next screen verify the values selected are: Operation = CM Clone, Project = ITS Change Management, Issue Type = Work Order, Link Type = Clone - Clones
  • Click Create Issue

A new issue screen will open inheriting all the input fields from the parent issue except the salient date fields. Complete the form by inputting the appropriate dates for the new issue, change any other field data as necessary, then click Create. After clicking Create the original (parent) issue will be displayed, containing a link to the new issue.

Reopening Issues Change Management issues should not be reopened in order to repeat a recurring change or to redo an unsuccessful change. See the section above on copying issues. Once Change Management issues have been closed, they can be reopened only by the Change Management project managers. If there is a compelling need to reopen an issue to correct field data, contact the project manager for assistance by commenting on the issue.

Recurring Issues Change requests that recur (e.g. repetitive tasks, routine maintenance, patches, etc.) can be created and scheduled in advance by employing the Create and Link operation and assigning the Change Review Date. The methodology is as follows:

  • Create an initial CM issue containing field values common to all the recurring changes.
  • Copy this issue using the Create and Link operation as described above.
  • Schedule the review of each recurring change by setting the Change Review Date to a date that is approximate to (but not after) the Change Management meeting on which you would like the review to occur.

New Request Freeze Period Orange tracker does not enforce a freeze period between 12:00 PM and 3:00 PM on Thursday, where creation of new change requests were blocked. However, only change requests submitted prior to Noon on Thursdays will be reviewed at that Thursday meeting.

Sources and Relevant Links

attach answers links in same space like this: [itsservices: confluence page name]
attach answers links in diff space like this: [ spaceName:confluence page name]

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