Request For Change - Characteristics specific to versions 2016 and earlier


Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Open url.png See Change Request forms - latest version.

Menu access

Transition > Change Requests > Requests

Screens in the Change Request form

         Change request.png

         Change request tabs.png


Open url.png See the general principles for updating tabs.

Create a new item Delete an item or association with a related item

Click Add icon.png at the top of the tab

Fundamentals - Form - New wizard.png

Click Delete icon.png next to the row you want to delete

Fundamentals - Form - Delete wizard.png

Details tab


Attachments: Used to attach a list of documents to the current object and access the files.

$Example_documentation_icon Error log or screenshots

  • You can also access them in the Attachments tab.


History of Actions: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History timeline.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

Color key for action rows:

Color Action type Description

Action History table - Finish color.png


  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.


How to create a change request in the catalog

Step 1: Create the request.

  • You can select Transition > Change Requests > New Request.
    The types of changes available in the catalog will appear.
             Request for change - Creation - Catalog entries.png

Step 2: Select the relevant type of change.

1. (optional) Click the name of a type of change to display lower-level entries.

2. (optional) Click Display popup icon.png to display the details of an entry.

3. Click Add icon.png next to a type of change to add it to the request.

Step 3: Generate the request.

1. Specify the required information, e.g. urgency, recipient, etc.

2. If applicable, complete the questionnaire, e.g. reasons for change, impact, etc.

3. Click [ FINISH ].
The request will be generated and sent to the Back Office.

How to monitor the progress of a request (Front Office)

1. Click QuickDashboard FO - My Service requests counter.png in the Quick Dashboard  or select Manage Change Requests in the menu.

2. Click Display popup icon.png to open the form.

Last modified by Unknown User on 2018/12/14 12:04
Created by Administrator XWiki on 2018/12/14 11:10


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