TDX Change: Fill out a Change Ticket

The main use of a Change ticket in TeamDynamix is similar to that of other ticket classifications. This article covers how to fill out fields that are unique to Change tickets and how to complete the Change Cycle.

Filling out a Change Ticket

Note: You can make a Change ticket be the parent ticket of a Problem ticket if the Change ticket is a result of the root cause analysis of a Problem ticket. See Work with Parent/Child Ticket Relationships for more information on how to do this, and then start at step 3 below.

  1. Navigate to the User (TDNext) area of TeamDynamix.
  2. Click on +New and select Change Form from the dropdown menu. Your name will automatically populate the Requestor field.
    • Change the Requestor field if you are filling out the form on behalf of someone else.
  3. Fill out the remaining fields in the form:
    • Change Type: Selectable dropdown for the type of change. Here is the description of the options based on our current process: 
      • Standard (non-CAB): A pre-approved change that is low risk, relatively common and follows a procedure or work instruction.
      • Normal (CAB): Any change that can be scheduled (and therefore is not an emergency) and will impact service or carries risk to do so (such as upgrades, major service-impacting reconfigurations). Normal changes require formal review by the CAB and approval through weekly CAB meetings.
      • Emergency (ECAB): A change that must be introduced as soon as possible. e.g. to resolve a major incident or implement a security patch. 
    • Planned Start Date/Planned End Date: Click into the fields to open a date picker for selecting when the implementation of the change will start and end.
      • Note: Be careful to choose the correct start and end dates. The Date Picker will not notify you if your end date is set to a date earlier to the start date.
    • Major Incident Manager: The name of the individual who will manage resolution if the change implementation causes a Major Incident.
  4. Complete the following free-form text boxes with as much information as you can:
    • Change Plan: The details for how the change will be implemented. A full plan of actions to be taken.
    • Risk Analysis: What has the potential to go wrong and how are these risks being accounted for?
    • Backout Plan: The plan to back out of the change if needed. Details and timing of how to restore service.
    • Test Plan: The planning that has been performed on the change prior to its implementation.
    • Verification Plan: A description of how the change will be verified as successful once implemented.
    • Communication Plan: Who will be notified of the change, how and when.
    • Change Successful: Updated with the details of the success of the change. Can be set to "Not Yet Implemented" until such time that the change is implemented, then select the appropriate option based on the success of the change.
  5. Decide to Post Change Details to the Status Page? 
    • Checking this box will post the change details (Title, Description, Planned Start/End Date) to the Service Status Page.
  6. Select Save at the top of the window. A window will open confirming your change ticket has been received and asking you if you would like to create another ticket or view the current ticket you just created.
    Change Successfully Created message with the options to create another change form or view the form you just created
  7. Click View the change you just created
  8. Review the form carefully. 
    • Use the Edit button at the top of the form to make any changes or updates. 

Completing the Change Cycle

Once the form has been completed, someone from the Responsible Group needs to open the Change form and Mark the Plan Change Request (Task) as complete. If any of the change fields are not filled in, the workflow will recreate the task until all required fields in the form are completed.

  1. Navigate to the Change form you need to review.
  2. Scan the right side of the ticket to see the Current Activities box. There will be a Workflow Task titled Plan Change Request.
    Plan change Request task box on a change ticket with the Mark Complete button highlighted
  3. Click Mark Complete. The Current Activities area of the ticket will update with the next step in the ticket workflow. The workflow is a combination of approvals and ticket tasks that run in the following order:
    • Service Owner / Responsible Manager (Approval): This task will be sent to the Manager of the group listed in the Responsibility field for them to approve.
      Service Owner/Responsible Manager approval task on a change ticket
    • CAB Approval (Approval): After the Responsible Manager/SO has approved, the ticket goes to CAB Approval. The change should be brought to CAB and discussed, and the CAB Approvers group will approve it during that meeting.
      CAB approval step in the Current Activities box of a Change ticket
    • Implement Change (Task): When the change implementation begins, the Status of the Change ticket should be updated to In Process
      • The Implementation Change (Task) should then be filled out and completed by the group implementing the change. It is assigned to who is listed as Responsible on the ticket. 
      • Once the change has been implemented, this task can be marked 100% complete. 
      • At this point, the Change Successful field can be updated to the appropriate value based on how the implementation went.
        The Implement Change workflow task in the Current Activities box of a change ticket
    • Post-Implementation Review (Task): This task is added after the Implement Change task is complete. This task is assigned to the CAB Approvers. At the next CAB, recent changes are discussed to take away any lessons learned. Once that review is complete, CAB can document that and complete the Post Implementation Review task.
      the Post-Implementation Review Workflow task in the Current Activities box of a Change ticket
    • After the Post-Implementation Review (PIR) task is complete, the change ticket automatically changes to the Resolved status.