Gwinnett County Public Schools Information Management & Technology BMC FootPrints Service Core CHANGE MANAGEMENT User Guide

Gwinnett County Public Schools Information Management & Technology BMC FootPrints Service Core CHANGE MANAGEMENT User Guide Version 2.0_05.2015 Last revision: May 18, 2015-1-

Table of Contents Table of Contents... 2 PREFACE... 3 Audience for this document:... 3 How this document is organized... 3 CHAPTER 1 Change Management Overview... 4 What is Change Management?... 4 Guiding Principles... 4 Scope of Change Management... 5 Roles and Responsibilities... 7 CHAPTER 2 Accessing Change Management in BMC FootPrints... 9 CHAPTER 3 Change Management Requests... 11 CHAPTER 4 Helpdesk Broadcast... 23 CHAPTER 5-Change Approval (Reject or Cancel)... 27 CHAPTER 6 Change Request Attachments... 33 CHAPTER 7 Views, Columns and Search Filters... 35-2-

PREFACE Audience for this document: This document is intended to be used by Information Management & Technology Division (IMT) staff of Gwinnett County Public Schools (GCPS) involved in facilitating changes to the production environment. How this document is organized Chapter 1 This chapter provides an overview of the Change Management process including guiding principles, rationale and implications, scope, forms and procedures, roles and responsibilities. Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 This chapter provides an overview of how to access Change Management in BMC FootPrints. The chapter provides instructions for using the Change Request Form to request a new function, feature, or enhancement to the existing production environment. This chapter provides an overview of the Helpdesk Broadcast section within the Change Request. This chapter provides an overview of the Change Approval process. This chapter provides instructions for adding attachments/supporting documentation to a Change Request. This chapter provides an overview of the various search filters available. - 3-

CHAPTER 1 Change Management Overview What is Change Management? Change Management is a formal process to facilitate informed management decisions, and to control the movement of changes into the production environment in an orderly manner. Changes are created within the project or development life cycle, not in Change Management. Change Management is invoked when a change is ready to be moved into production or may affect the enterprise environment including Quality Assurance (QA) and User Acceptance Testing (UAT). Guiding Principles All system, network and application changes will go through a formal production environment change control process. Rationale o Provides a forum for investigation and clarification o Communicates to GCPS coming changes to the production system o Reduces unscheduled outage impact o Minimizes costs of change management o Promotes change planning and validates the change schedule o Ensures changes are not made without the owner and or user involvement, ensuring adequate communication. Implications o Investment in a test facility for a group of changes o Changes will not be rushed into production o Consideration should be given to expanding communications scope of change control to include those outside of IMT o Redefine change management scope and establish agreed-upon change criteria o Availability of approvers o Management commitment and support for change process No change will be made to live systems without the approval of the IMT representative(s) responsible for the service delivery of that component. Rationale o Promotes an emphasis on availability of services o Ensures changes are not made without owner and or user involvement o Ensures adequate communications Implications o Current identified user representatives or service owners o Agreed upon change criteria o Requires availability of approvers o Management commitment and support for this aspect of the change process - 4-

Scope of Change Management The scope of Change Management must be clearly defined for maximum effectiveness. Current Scope o Data network hardware and software including circuits, switches, firewalls and edge gear o Distributed systems hardware and software o PC/LAN hardware and software o Production applications and operating systems Future Additional Scope o Automated approval routing o Physical facilities (including air conditioning, power, security) o Disaster Recovery Plan, Asset & Inventory Management o Procedure and Operations manuals - 5-

GCPS Change Request Process Workflow for BMC FootPrints - 6-

Roles and Responsibilities Roles and Responsibilities are defined to manage change to the production system. The Change Manager The main duties of the Change Manager, some of which may be delegated, are listed below: Manages the Change Management process Receives, logs and allocates a priority to all requests for changes Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration Decides which CAB members will come to which meetings and who gets specific RFCs depending on the nature of the RFC Convenes urgent CAB or Emergency Change Advisory Board (ECAB) meetings for urgent or emergency RFCs Chairs all CAB, ECAB, and Change Management meetings Authorizes acceptable changes, either alone or after a CAB or ECAB has taken place Issues change schedules Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out or have failed Reviews all outstanding RFCs in a Change Management meeting Analyzes change records to determine any trends Ensures completion of status on RFCs Produces regular management reports Change Advisory Board (CAB) A Change Advisory Board (CAB) is an advisory team for higher risk changes. The CAB is a team that exists to support the authorization of changes and to assist Change Management in the assessment and prioritization of changes. When a CAB is convened, members should be chosen who are capable of ensuring that the change is adequately assessed from both a business and a technical viewpoint. To achieve this, the CAB needs to include people with a clear understanding across the whole range of stakeholder needs. The Change Manager will normally chair the CAB. The Emergency Change Advisory Board (ECAB) When the need for emergency change arises, the Change Manager will convene a smaller change organization with authority to make emergency decisions. This is the Emergency Change Advisory Board (ECAB). - 7-

The Change Authority Formal authorization is obtained for each change from a change authority based their on role for the respective RFCs. The levels of authorization for a particular type of change should be judged by the type, size or risk of the change. The following levels of delegated authority exists within the organization: Coordinator Approved for respective team s RFC Director Approved for respective organization s RFC Change Initiator A Change Initiator can be anyone in the IMT organization who is allowed to raise a request for change. However, it is advisable that access to the request for change is controlled as far as a Change Initiator is concerned to ensure that RFCs are only raised in appropriate circumstances. Responsibilities for a Change Initiator include the following: Creates and receives the change to be implemented Ensures change accuracy Documents the change implementation and back out plan Determines how to recover or to take alternate actions Moves the change into production Verifies the change was implemented with/without issues Reports status of change and keeps the change updated Ensures adherence to schedule Closes RFCs - 8-

CHAPTER 2 Accessing Change Management in BMC FootPrints FootPrints is a web-based application that is accessed via the Employee Portal. 1. Open a web browser session and log into the Employee Portal. 2. The link to Change Management is available under the Tools drop-down menu. Figure 2.1 Portal Link to Change Management Change Management will open a separate tab in the browser. 3. The FootPrints home page Portal will appear. You will see the console tabs for Change Management and Address Book. Figure 2.2 FootPrints Home Page Portal - 9-

THE CHANGE MANAGEMENT WORKSPACE From the home page, select the Change Management console tab to display the Change Management workspace. Figure 2.3 Change Management Workspace The Change Management workspace will default to show Change Requests Initiated By Me. There are also tabs for Change Requests Assigned To Me, All Open Change Requests and All Closed Change Requests. Change Requests are listed in record number order and begin with CR. The grid view shows the detail fields of the Change Request. View a Change Request To view a Change Request, click once to highlight the item and then click View. You may also doubleclick the item line (not on the Change Request number link) to view. Figure 2.4 Change Request View Edit a Change Request To edit a Change Request, click once to highlight the item and then Click Edit. You may also click once on the CR-number link to edit. Figure 2.4 Change Request Edit EXITING CHANGE MANAGEMENT To exit from Change Management, click X on the BMC FootPrints tab. Figure 2.4 Exiting Change Management After exiting from Change Management, log out of the Employee Portal. - 10-

CHAPTER 3 Change Management Requests A Change Request is used to request a new function, feature, or enhancement to the existing production environment. To create a new request, click the New Change Request button. Figure 3.1 New Change Request Button The Change Request form will display. Figure 3.2 Change Request Form NAVIGATION IN THE CHANGE REQUEST FORM The left navigation menu in the Change Request form provides the ability to click and advance to specific areas within the form. You may also scroll through the form. As you scroll through the form, the associated button for that area is highlighted in blue. Figure 3.3 Change Request Navigation - 11-

As you click through the menu buttons, you are taken to that area of the Change Request form. Figure 3.4 - Request Information Figure 3.5 - Change Initiator Figure 3.6 - On Behalf Figure 3.7 - Categorization Figure 3.8 - Implementation Plan - 12-

Figure 3.9 - Risk / Impact Figure 3.10 - Notes COMPLETING THE CHANGE REQUEST FORM Request Information Change Type: The Change Initiator will select the type of change from the options available in the Change Type drop-down menu: Planned, Unplanned, Emergency, or Informational. Figure 3.11 - Change Type Change Type Emergency Planned Unplanned Informational Description Service is severely degraded or down. The change needs to be implemented immediately, before the next Change Meeting. This request is for a non-emergency application implementation, maintenance or upgrade. The request will be reviewed at the next scheduled Change Board and/or Change Management meetings. Service is at risk. The change needs to be implemented before the next scheduled Change Board and/or Change Management meetings. This type of request informs IMT application and system owners of GCPS activities (i.e. online assessment) that might be affected by any system changes. Status: The status defaults to Pending Approval when created by the Initiator. As the change flows through the process, it is the responsibility of the Change Initiator, Change Authority, and Change Manager to select and/or update to the appropriate status. Figure 3.12 - Status - 13-

E-mail notifications based on assignments or status changes: Assignment or status changes within the Change Request process will automatically generate e-mail notifications to individuals and/or group members. Upon assignment, an e-mail is generated to the Assignee advising of pending action needed on a new Change Request. Upon Director Approved, an e-mail is generated to the Change Management group advising of the new Change Request. Upon selecting YES in the Send Helpdesk Broadcast Information to CSS NOW field, and clicking Save, an e-mail is generated to the Customer Support Center (CSC) requesting generation of a Helpdesk Broadcast. Change Initiator receives e-mail notification upon Director Approved and Rejected status changes. Status Description Set by E-mail Sent E-mail To Pending Approval Change Request created and is pending Default N approval Management Change Request has been approved by Coordinator N Approved Coordinator Director Approved* Change Request has been approved by Director Director Y Chng Group/ Initiator Pending Board Medium/High level changes pending Board Automation N Review Review Board Reviewed Medium/High level changes reviewed by Board Change Manager N In Progress Multiple step change is being implemented Change Manager N Rejected Change Request has been rejected and will be closed Director/ Coordinator/Board Y Canceled Change Request has been canceled Change Initiator/ N Director/ Coordinator On Hold On hold pending decision or new install date Change Initiator/ Director/ Coordinator Completed Change Request has been completed Change Initiator N Closed Change Request has been closed Change Initiator N * Notification is sent to everyone in the Change Management Distribution N Chng Initiator Change Title: Enter the title that describes the change request. Assigned To: The Assigned To field defaults to the Change Initiator. To change the assignee, click the ellipsis. The Change Request should be assigned to the appropriate Coordinator or Director when it is ready for review and action (approval, rejection, or cancel). An e-mail notification will be sent to the assignee upon saving the Change Request. Figure 3.13 - Assigned To - 14-

Remove your name by clicking the checkbox and then click Remove. Figure 3.14 - Assigned To Remove Name The Select Assigned To defaults to All Users. The change Initiator may click the name of the next level approver from the Available Users list or click the drop-down and select the appropriate team. Figure 3.15 - Assigned To Available Users Figure 3.16 - Assigned To Select Team If selecting a team, a list of team members will display. Select the name of the next level approver from the Available Users list. Click the checkbox for the new assignee and click Add. Figure 3.17 - Assigned To Add Name - 15-

The new assignee will appear under Selected Users. Click OK. Figure 3.18 - Select Assigned To Helpdesk Broadcast: Select Yes or No to indicate if this change requires a broadcast message. NOTE: If a broadcast message is required, be sure to complete the Helpdesk Broadcast Form. (See Helpdesk Broadcast at Chapter 4). Is System Down Time Required?: Select Yes or No to indicate if this change requires system down time during implementation. NOTE: If system down time is required, the date and time fields will display under Implementation Plan on the Change Request form. Change Initiator Last Name: Type the last name of the person initiating the Change Request and click Link to search for and populate the Change Initiator s Employee ID and information. Figure 3.19 - Initiator Name - 16-

Figure 3.20 - Change Initiator Name Link Figure 3.21 - Change Initiator Name On Behalf Of If the request is being created for another user, enter their information in this section. (These fields are free text and not linked from the address book.) Categorization Use the drop-down button to select the appropriate category for this change Figure 3.22 - Category - 17-

Once the category is selected, the associated sub-categories become available. Use the drop-down button to select the appropriate Sub-category. Figure 3.23 - Sub-Category Implementation Plan Estimated Work Start Date: Enter the estimated work start date for this change. Use the calendar feature in the drop-down menu to enter the date and the second drop-down to enter the time. Figure 3.24 - Estimated Start Date/Time Estimated Work End Date: Enter the estimated work end date for this change. Use the calendar feature in the drop-down menu to enter the date and the second drop-down to enter the time. System Down Time Start: Use the calendar and time drop-downs to enter the system down time start date and time required for this change. System Down Time End: Use the calendar and time drop-downs to enter the system down time end date and time required for this change. If no down time is needed, leave these fields blank. GCPS Change Description: Provide a detailed description of the change being proposed. GCPS Reason for Change (purpose): Provide a detailed explanation of the change being proposed. GCPS Rollout Plan: Provide a detailed description of the rollout plan for the change being proposed. GCPS Back Out Plan: Provide the plan for recovery (to back out) of the change. If needed, attach documentation in the Attachments section. Servers Impacted: List all servers impacted by this change. Groups Impacted: List the Group(s) affected by this change. Groups Involved: List the Group(s) responsible for implementing the change. Risk / Impact - 18-

Technology Risk: Select the technology risk that is appropriate for this Change Request. Figure 3.25 - Technology Risk Technology Impact: Once the technology risk is selected, select the technology impact that best describes the impact of this change. Figure 3.26 - Technology Impact Business Risk: The business risk is a free text field. Identify the degree of impact on business processes that may be affected by this change. Business Impact: Select the level of impact for this Change Request. Figure 3.27 - Business Impact Saving the Completed Change Request: Once you have entered all the required data, Save the change request. You should see a message that the operation completed successfully. Figure 3.28 - Save To exit the Change Request, click the x on the Change Request tab. Figure 3.29 -Exit Change Request - 19-

E-mail notification will be sent to the assignee (Coordinator and/or Director) advising they have a Change Request that is pending their review and action (approval, rejection, or cancel). If approved, the Change Request will be routed for review and change of status levels including Pending Board Review*, Board Reviewed*, and In Progress. Upon Director Approved, a Medium or High level Change Request will automatically trigger a status change to Pending Board Review. Following Board Review, the Change Manager will set the Change Request status to Board Reviewed and then In Progress (or canceled if appropriate). The Change Request remains In Progress until implementation is completed. *Pending Board Review and Board Reviewed are required only for Change Requests with Medium/High level changes. Completion of change: Once the change has been completed, the Change Initiator will change the status to Completed. The status should only be changed when the implementation is fully completed. Figure 3.30 - Completed Status Upon status change to Completed, the Completion Code field will appear in the Change Request form under Request Information section. Completion Code: This section should be completed after the change has been implemented. Select the appropriate completion code from the drop-down list provided. Figure 3.31 - Completion Codes Closing the Change Request: Once all required fields are completed and notations regarding implementation are made, the Change Initiator will update the Change Request status from Completed to Closed. Figure 3.32 - Close Change Request Upon status change to Closed, additional required fields will appear in the Change Request form under Request Information section. - 20-

Figure 3.33 - Closed Change Fields Actual Work Start Date: Once the change has been approved and implemented, enter the actual work start date. Use the calendar and time drop-downs to enter the actual start date and time. Actual End Date: Once the change has been implemented, use the calendar and time drop-downs to enter the actual date the change was completed. Actual Change Close Date: When the Change Initiator completes Actual Work Start Date, Actual End Date, Completion Code, and Change Completion Notes, click Save. The system will automatically complete the Actual Change Close Date. History The History section will display once the Change Request is saved. The History section is a list of all actions performed. History information cannot be changed; it is created automatically by the system. The following information is maintained for each field that was changed: Action: The action performed on the ticket, such as "Changed Status," "Changed Priority," "Updated Description, and so on. The Action column describes any changes made to fields in subsequent history entries. Creation date and time: The date and time the action was performed, based on BMC FootPrints Service Core server time. User: The user who performed the action. If the action was performed automatically, the name of the system component that performed the action will display. You may click the plus sign by each line to view the history for that date/time or Expand All to view all history detail. Figure 3.34 - History - 21-

Figure 3.35 - History (details) - 22-

CHAPTER 4 Helpdesk Broadcast If a Helpdesk Broadcast is needed for a Change Request, click Yes in the Request Information section of the Change Request form. Figure 4.1 - Helpdesk Broadcast Required? When the field is set to Yes, the Helpdesk Broadcast section will display within the Change Request form. To navigate to this section, click the Helpdesk Broadcast button. Figure 4.2 - Helpdesk Broadcast Button The Helpdesk Broadcast form will display. Figure 4.3 - Helpdesk Broadcast Form - 23-

Broadcast Type: Use the list to select the appropriate option. To: Indicate the individual(s) or group(s) to whom this broadcast message should be sent. cc: Indicate the individual(s) or group(s) to whom a copy of the broadcast message should be sent. Bcc: Indicate the individual(s) or group(s) to whom a blind copy of the broadcast message should be sent. Subject: Specify the subject of the broadcast message. Requested Send Date Time: This section is used to advise when the first Helpdesk Broadcast is to be sent by CSC. Use the calendar feature in the drop-down menu to enter the date and the second dropdown to enter the time. HDB Follow-up Send Date Time: This section is used to advise when a secondary or Reminder Helpdesk Broadcast is to be sent by CSC. Use the calendar feature in the drop-down menu to enter the date and the second drop-down to enter the time. HDB Additional follow-up Send Date Time: If needed, use the calendar feature in the drop-down menu to enter the date and the second drop-down to enter the time. What is being done?: Enter details on what is being done. Describe the action being taken or the issue being addressed. Example: Schoolnet will be unavailable 10:00 AM - 6:00 PM on Friday, November 21st to make necessary changes for teacher access. Who is affected?: Enter the individuals or user groups affected. Example: Employees attempting to access Schoolnet during this maintenance period. What do I need to do?: Enter the action that needs to be taken by the user. Example: Be aware of the maintenance period. No action is required on your part. Who do I call for help?: Specify who the user should contact for assistance. Example: For more information, please contact the Customer Support Center at 678-301-6547 or via Lotus Notes to Customer Support Center. Instructions for Customer Support: If needed, provide instructions on what action should be taken by CSC. Send Helpdesk Broadcast Information to CSS NOW?*: Once all Helpdesk Broadcast information has been completed, click YES to send the broadcast information to CSC. Upon clicking Save, CSC will receive an e-mail notification containing the contents of the Helpdesk Broadcast for distribution. The field will automatically reset to NO upon saving. If subsequent changes are made to the Helpdesk Broadcast, select YES and Save to resend the information to CSC. - 24-

Figure 4.4 - Send Helpdesk Broadcast Information to CSS NOW? The Helpdesk Broadcast form will become part of the Change Request once it is saved. An example of the e-mail sent to the CSC is shown below. E-mail Subject: Change Request #CR-148 REQUIRES A HELPDESK BROADCAST MESSAGE E-mail Message body example: A new Change Request has been approved by management and requires a broadcast message. Change Request #148 Please use the link below to access this Change Requesthttp://ms015sd03/magicdev/default.asp?ModSeq=80&Sequence=148&FormSeq=1059 Helpdesk Broadcast Details: Broadcast Type: Normal (48 hours) To: TST s, LSTCs, nathan.gross@gwinnett.k12.ga.us cc: EPALS, MPALS, HPALS, tara_sheehan@gwinnett.k12.ga.us Bcc: jon_l_wilson@gwinnett.k12.ga.us Subject: Schoolnet Maintenance Created By: Will show name of Change Initiator Requested Send Date/Time: 2015/01/27 02:00:00 Followup Send Date/Time: 2015/01/27 03:15:00 Additional Followup Date/Time: 2015/01/27 03:30:00 What is being Done? Schoolnet will be unavailable 10:00 AM - 6:00 PM on Friday, November 21st to make necessary changes for teacher access. Who is affected? Employees attempting to access Schoolnet during this maintenance period. What do I need to do? Be aware of the maintenance period. No action is required on your part. Who do I call for help? For more information, please contact the Customer Support Center at 678-301-6547 or via Lotus Notes - "Customer Support Center". Instructions for Customer Support: These are instructions for customer support. - 25-

This an example of the formatted Helpdesk Broadcast sent by CSC. Figure 4.5 - Example Helpdesk Broadcast - 26-

CHAPTER 5-Change Approval (Reject or Cancel) Coordinators and Directors are able to approve Change Requests from within the form. The Coordinator may access the Change Request via the notification e-mail link or log into Change Management via the Employee Portal. E-mail Link Access: Click the Change Request link in the e-mail. You will be prompted to log into the Employee Portal. Once logged into the Employee Portal, the browser will display the Change Request referenced in the e-mail URL link. Employee Portal Access: The link to Change Management is available under the Tools drop-down menu in the Employee Portal. Change Management will open a separate tab in the browser. The FootPrints Home page Portal will appear. You will see the console tabs for Change Management and Address Book. Figure 5.1 FootPrints Home page Portal - 27-

From the home page, select the Change Management console tab to display the Change Management workspace. Figure 5.2 Change Management Workspace The Change Management workspace will default to show Change Requests Initiated By Me. Click the tab for Change Requests Assigned To Me to view those pending action/approval. Figure 5.3 Change Requests Assigned To Me Change Requests are listed in record number order and begin with CR. You can create a filter on the Status to show only those changes that are pending approval. Click the drop-down arrow at Status and click Filter. Then type pending or pending approval in the free text filter field. Figure 5.4 Status Filter The result will be a listing of only those changes that are in Pending Approval status. Figure 5.5 Status Filter Results - 28-

To remove the filter, Click the drop-down arrow at Status and click Filter. This will remove the check mark and result in the filter being turned off for pending status items. Figure 5.6 Remove Filter CHANGE APPROVALS To approve a Change Request, you must edit the form. To edit a Change Request, click once to highlight the item and then Click Edit. You may also click once on the CR-number link to edit. Figure 5.7 Edit Change Request To view a Change Request, click once to highlight the item and then click View. You may also double click the item line (not on the Change Request number link) to view. Figure 5.8 View Change Request Within the change request form, the Status field appears at the top. Coordinators will have options for Management Approved, Rejected, Canceled, or On Hold. Directors will have options for Director Approved, Rejected, Canceled, or On Hold. - 29-

Figure 5.9 Approve or Change Status Select the appropriate approval status. Coordinators will select Management Approved. Upon Management Approved, the Coordinator will update the Assigned To field and assign the Change Request to the Director. Once the Director approves the change, it will remain in Director Approved status pending action by the Change Manager. If the Change Request is rejected or canceled by the Coordinator or Director, the Coordinator or Director will reassign the Change Request back to the Change Initiator. Assigned To: This field contains the name of the person making the decision for this request. To change the assignee to show the next level approver, click the ellipsis. Figure 5.10 Assigned To Remove your name by clicking the checkbox and then click Remove. Figure 5.11 Assign To Remove Name The Select Assigned To defaults to All Users. Click the drop-down and select the appropriate team. Figure 5.12 - Assigned To Select Team A list of team members will display. Select the name of the next level approver from the Available Users list. Click the checkbox for the new assignee and click Add. - 30-

Figure 5.13 - Assigned To Add Name The new assignee will appear under Selected Users. Click OK. Figure 5.14 - Select Assigned To Once you select the appropriate approval or status, and the assignee, click Save. Figure 5.15 - Save Upon Director Approved, the Change Initiator will receive an e-mail notification that the Change Request has been approved. If the Helpdesk Broadcast field is marked Yes, an e-mail is generated to the CSC requesting generation of a broadcast message. A Medium or High level Change Request will automatically trigger a status change to Pending Board Review*. Following Board review, the Change Manager will set the Change Request status to Board Reviewed and then In Progress (or canceled if appropriate). The Change Request remains In Progress until implementation is completed. *Pending Board Review and Board Reviewed is required only for Change Requests with Medium/High level changes. REJECTED AND CANCELED CHANGE REQUESTS - 31-

Coordinators and Directors have status options for Rejected and Canceled. Figure 5.16 Rejected or Canceled Status After selecting the Rejected or Canceled status, the Coordinator or Director has the option to add a note or comment in the Notes section of the Change Request form. Figure 5.17 Notes for Rejected or Canceled Status After selecting the Status and entering Notes, the Coordinator or Director will need to assign the Change Request back to the Change Initiator. Then click Save. The Change Initiator receives e-mail notification upon Rejected status. The Change Initiator will be responsible for closing the Change Request and entering required closing data. - 32-

CHAPTER 6 Change Request Attachments To associate an attachment or download files to a Change Request click the Attachments section on the left navigation menu. Figure 6.1: Change Request Attachments To add a file: Click Add Attachment. Figure 6.2 - Add Attachment The Add Attachment dialog box appears. Click Browse and select the file that you want to attach (test plans and/or rollout plans) and then click Open. Figure 6.3 - Add Attachment Browse The file name will appear in the File field. Click Upload. Figure 6.4 Attachment Upload The file information appears in the Attachments list. Figure 6.5 Attachments List - 33-

NOTE: There is a size limit per attachment of 10MB. You can add multiple attachments to a single Change Request as long as each attachment is 10MB or less in size. To download a file: Select the attachment in the list and click Download files. Select whether to open or save the file. If opening the file, click OK. The file opens if an application is available for that file type. If saving the files, click Browse to select a save location and then click Open. The file is saved. To remove a file: Select the file in the list and click Remove file. A confirmation message appears. Click Yes. The file is removed from the list. Click Save once you have completed adding all attachments. - 34-

CHAPTER 7 Views, Columns and Search Filters Change Management is set up to provide four default consoles (tabs); Change Requests Initiated By Me, Change Requests Assigned To Me, All Open Change Requests and All Closed Change Requests. FootPrints offers multiple ways to find specific records and data in Change Management. Views can be modified, columns may be added or removed from the grid, and search filters are available to find data based on names, keywords, Change Request numbers, date ranges, and so on. VIEWS Modify View: You can modify default grid to group into separate smaller grids. For example, you can group by the different status levels. To modify the view, click the drop-down at the Status column heading and click Group by This Field. Figure 7.1 Group by Field The result is a grid view of each status level. Figure 7.2 Groups by Field View Remove Modified View: To return to the original full grid view, click the drop-down at the Status column heading and click Show in Groups. This removes the check mark for group view. - 35-

Figure 7.3 Remove Group by Field COLUMNS To Add a Column: Users are able to add a column or columns (searchable headings). Click the dropdown under any existing heading and click Columns. A listing will appear with all the searchable information in the Change Request. Click the checkbox to add the column/heading to your grid. Figure 7.4 Add Columns Move Columns: You can move columns by clicking and dragging the column heading. Left click and hold the column to be moved and drag to the desired location. - 36-

Figure 7.5 Move Columns When you see the double arrows and a green check mark on the column heading name, release the hold. The column will show in the new location. Changes made are static. Figure 7.6 Move Columns To Remove a Column: Click the drop-down under any existing heading and click Columns. A listing will appear with all the searchable information in the Change Request. Click the checkbox to remove the green check mark and remove the column/heading from the grid. Figure 7.7 Remove Columns - 37-

SEARCH FILTERS Search filters are available on text and date fields. The text filter search is not case-sensitive. The filter runs more quickly when you enter names or terms that you know are in the system. The date field filters provide a calendar icon to select desired dates. Change Requests by Name / Wildcard search: You can use asterisks as wildcards and search for multiple values and for phrases. For example, using the asterisk as a wildcard you may search for Change Requests initiated by a specific individual. Under the All Open Change Requests tab, click the drop-down arrow next to the Created By header. Click Filters, and type an asterisk immediately followed by the first or last name in the text field. The result is a listing of all Change Requests created under that name. The following result shows Change Requests created by Agent Tara Sheehan. The heading is italicized to indicate that a filter is on. Figure 7.8 Wildcard Search Filter Figure 7.9 Wildcard Search Filter Results To remove the filter click the drop-down arrow next to the Created By header and click Filters. You will notice the check mark disappears and the heading is no longer italicized. The system will default back to show all open Change Requests. Figure 7.10 Clear/Remove Filter - 38-

Change Requests by Number: To search for a specific Change Request by number, at the All Open Change Requests tab, click the drop-down arrow next to the Record Number header. Click Filters, and then type Change Request number in the text field. The result should be a single line for the requested Change Request. The Record Number heading is italicized to indicate that a filter is on. Figure 7.11 Change Requests by Number Filter Figure 7.12 Change Requests by Number Filter Results To remove the filter, click the drop-down arrow next to the Record Number header and click Filters. You will notice the check mark disappears, and the heading is no longer italicized. The system will default back to show all open Change Requests. Date Search Filters: To search for all Change Requests Before, After, or On a specific date, click the drop-down arrow next to the Scheduled Start Date header. Click Filters, and then click the checkbox for the desired search. Lastly, click the date on the calendar for the search filter. The example below will result in a listing of all Change Requests with a scheduled start date after November 3 rd. The heading is italicized to indicate that a filter is on. Figure 7.13 Date Filter - 39-

To remove the filter, click the drop-down arrow next to the Scheduled Start Date header and click Filters. You will notice the check mark disappears and the heading is no longer italicized. The system will default back to show all open Change Requests. Figure 7.14 Remove Date Filter - 40-