Layton ServiceDesk - Logging a New Change
Contents |
Change Logging
Change Management is a key ITIL (IT Infrastructure Library) component. The main objective of Change Management is to ensure standardized procedures for the handling of changes to the IT infrastructure. This will help to minimize the impact on services and prevent or reduce the impact of related incidents.
Requests for Change may result from Problems that have been identified in the IT infrastructure which requires a Change to resolve the underling root cause or they may arise from initiatives seeking to improve services and efficiencies.
The Problem & Change Management functions in Layton ServiceDesk are enabled by default, however if your service desk is not IT based or does not require this function it can be disabled by going to Administration | System Settings | Application Settings | Enable Problem & Change.
There are four ways in which a New Change can be created or logged by an Analyst.
- By using Home | New | Change.
- By using the QuickAction Menu if you have added Log New Change to your QuickAction list.
- By creating a Change from within an existing Request or Problem
- By converting an incoming email into a Change.
By selecting any of the above options the Change form is displayed allowing you to enter Change details as required or as you have defined using Administration | Form Design | Change.
All data fields can be made mandatory for entry before a Change can be saved and also compulsory before a Change can be closed. This is achieved by setting the appropriate field properties when using the Form Design.
Although the Change form is very configurable and fields can be added, deleted or amended, certain system fields will normally be present. The example defined Figure 42 below shows the system default areas and data fields for Change Form.
Change ID Number & Time Stamp
Change Id
A new Change ID Number is automatically generated sequentially but is not created until the Change is saved.
Date Logged
Populated with Today’s date and time and can be amended depending on the security setting in Administration | General Settings | Security | General Security | “Allow Request Date Edit by”
