TDX Change Management: Work with Change Requests

This article provides guidance to TeamDynamix (TDX) Agents on various change management activities, including submitting, tracking, modifying, reviewing change requests, and creating change request templates.

 

In This Article:

 

Submit New Change Requests

The Change Advisory Board (CAB) meets to review both planned and unplanned change submissions and provides governance over the following change types:

Change Type Definition
Standard Change Commonly performed changes with low customer and service impact. The tasks are well known. The risk is usually low and always well understood
Normal Change Changes with the potential for medium to high customer or service impact. The tasks may not be performed often and include risk that is less thoroughly understood than with a standard change.
Emergency Change Interruption or degradation of client or Internet facing production services that were not planned or urgent change needed to prevent an interruption or degradation with minimal prior notice or restoration of services.

Here’s how you can create a new change request for CAB review:

  1. In TDNext, select the Desktop tab.
  2. From the dropdown on the right side of the menu bar, select Reference Desktop for Agents.
  3. In the Create New Ticket section of the dashboard, click +Change.
  4. Fill out the Change Form.
  • Complete the following fields as described:
    • Leave the Status field as New.
    • If you want to publish the change related updates on the ITS Status page, select the Enabled checkbox under Publish to ITS Status.
  • Complete the additional fields as desired.
  1. Once the form is complete, scroll up and click the Save button.
  1. On the right, in the Current Activities section, click Send CAB Approval.

 

Track Submitted Change Requests

Change requests submitted for CAB approval are processed through the following CAB review workflow steps. 

Workflow Step Description
Send CAB Approval(s) When you are ready for change approval
Approval Approval group notified and awaiting approval
Implementation Change is ready to be implemented
Was Change Successful? Was the change implemented successfully
  • Change Successful
 Sets the Change status to Closed and completes the CAB Review workflow
  • Change Not Successful
 Sets the Change status to On Hold and completes the CAB Review workflow

Here’s how you can track which step of the CAB review workflow your change request is currently in:

  1. In TDNext, open the Tickets application.
  2. In the left navigation menu, under the Tickets link, click Changes.
  3. Find the desired change request.
  1. Click the change request's ID or Title to open the change request form.
  • In the change request window, the Current Activities box on the right displays the current step of the CAB review workflow.

 

Modify Approved Change Requests

Approved change requests can be modified to make necessary corrections, such as adjusting dates, updating CAB approval group assignments, revising impact details, and more.

Here’s how you can update an approved change request to add or correct relevant information:

  1. In TDNext, open the Tickets application.
  2. In the left navigation menu, under Tickets link, click Changes.
  3. Find the desired change request.
  1. To open the change request form, click the change request's ID or Title.
  2. In the change request window that opens, click the Actions button and select Remove Workflow from the options.
  3. Click the Edit button.
  4. Modify the change request as desired and click Save at the top.
  5. Close the edit view of the change request. 
  6.  Open the change request form again and click the Actions button then select Assign Workflow.
  7. On the Assign Workflow window, select the desired workflow .
  8. Click the Save button.

 

Review Submitted Change Requests (for CAB members)

Once change requests are submitted, the CAB review workflow generates approval requests for the respective CAB approval group members.

If you are a CAB member, here’s how you can approve or reject a review workflow step for pending change requests requiring approval.

  1. In TDNext, open the Tickets application.
  2. In the left navigation menu, under Tickets link, click Awaiting My Approvals.
  3. Find the desired change request.
  1. To open the change request form, click the change request's ID or Title.
  2. Review the change request's details
  3. In the change request window that opens, click the Actions button and select Approve Step.

 

Create Change Request Templates

Templates allow you to pre-populate commonly used fields when creating new change requests. Follow these steps to create a new change request template:

  1. In TDNext, open the Tickets application.
  2. On the top-right side, click the Gear Icon.
  3. From the menu, select Ticket Template.
  1. Fill out the New Ticket Template form.
  • Complete the following fields as described:
    • Template Name. Begin the name with your group name's abbreviation as a prefix (e.g., SOMIT-xxx, ITS-xxx).
    • Form. Select Change Form.
    • Classification. Choose Change.
    • Start/End Dates. Enter today's date. These can be adjusted later when using the template.
  • Pre-fill the additional fields as desired.
  1. Once the form is complete, scroll up and click the Save button.

Your new change request template is now ready to use.

 

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