Creating an Emergency Change Request

Overview

How do I create an emergency change request?

Resolution

Jump to:

• Create a Change Request and Maintenance Task
• Complete/Update Maintenance Task
• Close Change Request

Create a Change Request and Maintenance Task:

1. Navigate to Maverick OneStop TeamDynamix.
   • Note:  You may need to log in.
2. Navigate to IT Solutions Tickets tab or IT Solutions Service Portal in the waffle menu.
   • Tab:
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   • Icon in Waffle Menu:
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3. Click on +New.
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4. Select Change Request.
   • 
5. Skip down to the CHANGE REQUEST FORM section.
6. Locate the Change Type and select Emergency.
7. Review the Requestor and Owned By/Change Mgr and adjust if needed.
8. Locate the DESCRIBE THE CHANGE section.
9. Set the Service that the change falls under.
   • Note: Your best option would be to click the magnifying glass at the end to get a list of all the services we have.
10. Enter a Change Title for the change.
11. Enter as much detail as possible about the emergency change as you can in the Description of Change text box.
    • Note:  If needed you can click and drag on the bottom right corner to increase or decrease the size of the text box.
12. If you have an attachment you can add it to the change request.
13. Select the appropriate items under Scope Impact, Visibility Impact, Impact Operations, and Urgency.
14. Locate the SCHEDULE THE CHANGE section.
15. Select the Start Date and End Date.
    • Note:  This is more the general time.  The steps below for the maintenance activity will be specific date/times.
16. If needed enter a Building.
17. Locate the RISK ASSESSMENT section.
18. Look over the Risk Impact and if needed select the items that apply to your change.
19. Fill out the text boxes for Impact if change succeeds, Impact if change fails, Necessity Assessment, Back Out Plan, and Communication with as much detail as you can provide.
20. Click on Save to enter the change.
21. Click on View the change you just created link.
    • 
22. Click the + Add button.
23. Select Maintenance Activity.
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24. Enter a Title and Description for the task. 
    • Note:  If you need to, you can copy the information from the change request.
25. Select the Start Date and pick your date and time.
26. Select the Due Date and pick your date and time.
27. Enter the person responsible for the change.
    • Note:  You can type the name in for auto-complete or click the magnifying glass to search.
28. Click on Save.
29. Locate on the right side of the change request the task Create Maintenance Task and Schedule Emergency Change and click on Mark Complete.

Important:  If you don't do this step the change won't be submitted to the ECAB group.

Complete/Update Maintenance Task:

1. Open the change request you want to complete.
2. Locate on the right side of the change request the Maintenance task you created and click on Update
   • .
3. If you are done with the task check Complete?.
   1. Note: Only do this if you are done.  You can provide updates that are documented on the change request if you don't check this.
4. Enter your time for this change.
   1. Under Time Type select Ticket Time.
   2. Under Hours enter the amount of time you worked on it.
      • Example: .25 equals 15 minutes, .5 is 30 minutes, .75 is 45 minutes, etc.
      • Note: The time is cumulative for the change request.  This means if you update the maintenance activity multiple times it will keep adding time.  Example if you updated it and added .5 hours and then update it again with .25 and mark it complete it will have a total of .75 hours on the change request..
5. Enter any comments you would like to make and if you want to notify anyone.
6. Click on Save.

Close Change Request:

Note:  Before you close the change request please make sure to complete all tasks.

1. Open the change request you want to complete.
2. Click on Actions.
3. Select Update.
4. Change the Status from Pending to Closed.
5. If you need to add additional time:
   1. Select Time Type and select Ticket Time.
   2. Under Hours enter the amount of time you worked on it.
      • Example: .25 equals 15 minutes, .5 is 30 minutes, .75 is 45 minutes, etc.
      • Note: The time is cumulative for the change request.  This means if you update the maintenance activity multiple times it will keep adding time.  Example if you updated it and added .5 hours and then update it again with .25 and mark it complete it will have a total of .75 hours on the change request..
6. Enter any comments you would like to make.
   • Note:  You have to enter something into this field.
7. Click on Save.