Track Changes
The tracking of change requests and related tasks allows the caller and other users involved in the process to be informed about the work progress.
In SimpleOne, this process is implemented as notifications sent by email.
tip
To learn how to create new notification rules or modify existing ones, refer to Notification Handling.
Standard change request notifications are described below.
| Notification | Description | Recipients |
|---|---|---|
| Change request is created | This notification is sent after the change request is just created and registered. | Change manager |
| Change request is in progress | This notification is sent to the assigned users to inform them that the work on the change tasks must be started. |
|
| Change request has been assigned to you | This notification is sent after the change request is assigned to a user. |
|
| Change request has been assigned to the group | This notification is sent after the change request is assigned to a group. | Assignment group users |
| Change bundle has been assigned to you | This notification is sent after a change bundle is assigned to a user. | Assigned user |
| Change bundle has been assigned to the group | This notification is sent after a change bundle is assigned to a group. | Assignment group users |
| Change request is scheduled | This notification is sent after a standard change request moves to the Scheduled state. |
|
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. |
|
| Your approval of change request is required | This notification is sent after the change request state changes to Authorization. | Approvers listed in the notification |
| Change request has been authorized | This notification is sent after a non-standard change request has been successfully authorized (its state changes to Scheduled). |
|
| Change request authorization rejected | This notification is sent after the change request authorization failed (the request state changes to Registered). |
|
| New comment is added | This notification is sent after the change request has additional comments. |
|
| Change request is completed | This notification is sent after the change request state changes to Completed. |
|
| Change is implemented | This notification is sent when the change request is completed with the closure code Implemented. |
|
| Change is partially implemented | This notification is sent when the change request is completed with the closure code Partially implemented. |
|
| Change failed to be implemented | This notification is sent when the change request is completed with the closure code Not implemented (Rollback). |
|
| Change is canceled | This notification is sent when the change request is completed with the closure code Not implemented (Canceled) because the change authority (CAB) authorization failed or was canceled. |
|
| Change request post-implementation review | This notification is sent when the change request status changes to Post implementation review. | Stakeholders |
Add notification recipients
You can send notifications about the change request to more recipients by adding a stakeholder group.
Stakeholders are the employees who may need or want to track the work on the change request. They are not responsible for any part of the change request workflow. Stakeholders differ from followers in that they have their own notification set, and that followers subscribe to records on their own.
To add a stakeholder group to recipients, complete the following steps:
- Create or use an existing group of stakeholders that will receive notifications regarding the change request.
- Specify this group's ID in the system property itsm.change_request.stakeholders_group_id.
caution
Sending notifications to the stakeholders is impossible if the Local authorization option is selected in the Change authority field on the Change Request form.
In addition to notifications, two types of authorization tickets are created for the change request:
- mandatory – for the members of the specified Change authority or the members selected as the mandatory CAB participants.
- non-mandatory – for the members of the group specified in the itsm.change_request.stakeholders_group_id system property. These tickets also include the ones for optional CAB participants.
Track change request templates
| Notification | Description | Recipients |
|---|---|---|
| An approver has rejected the change request template | This notification is sent when a change request template is rejected by an approver. | The user who created the change request template |
Track change tasks
info
The notifications described below are not sent to the user who made corresponding changes to a task record.
| Notification | Description | Recipients |
|---|---|---|
| You have been assigned to the task | This notification is sent to a user upon their assignment to a task. | The user assigned to the task |
| The group has been assigned to the task | This notification is sent when a task is assigned to a group. | The users from the assigned group. If both the Assigned user and Assignment group are specified, only the assigned user notification will be sent. |
| The task has been assigned to the user | This notification is sent when a task is assigned to a user. | The user assigned to the change request |
| The task state has changed | This notification is sent when a change request task moves into one of the following states: Registered, In Progress, Waiting for Change Authorization, Completed, or Canceled. |
|
| There is a new comment on the task | This notification is sent when a comment is added to a task's Work notes. |
|
| The user assigned to the task has been changed | This notification is sent when a task's Assigned user changes. |
|
| The group assigned to the task has been changed | This notification is sent when a task's Assignment group changes. |
|
| The group has been unassigned from the task | This notification is sent when a group is removed from a task's Assignment group field. | The user assigned to the task |
| The user has been unassigned from the task | This notification is sent when a user is removed from a task's Assigned user field. | The user assigned to the change request |
| You have been added to the followers list | This notification is sent when a user is added to a task's Followers list. | The user added to the task's Followers list |
| You have been removed from the followers list | This notification is sent when a user is removed from a task's Followers list. | The user removed from the Followers list |
| The change task plan is ready | This notification is sent after a change task is saved with the Plan ready checkbox selected. | The user assigned to the change request |
| The change request needs to be authorized | This notification is sent after all the tasks of a change request are saved with the Plan ready checkbox. | The user assigned to the change request |
| Start work on change tasks | This notification is sent:
The notification is sent only if a task is the Registered state. | The users assigned to the corresponding tasks |
| A change task has been canceled | This notification is sent when a change task is canceled. | The user assigned to the change request |
| The task has been completed | This notification is sent when a change task is completed. | The user assigned to the change request |
| All the change tasks have been completed | This notification is sent after all the tasks of a change request move into the Completed state. |
|