ServiceDesk Plus

    Create New Change


    Changes arise as a result of problem and hence there are different types of changes that can occur in an organization. The change can be Major, Minor, Standard, Significant or a configured change type. To initiate a change, a request for change has to be sent to the change management team upon which specific actions and tasks are carried out.


    The new change form can be accessed by two ways in ServiceDesk Plus application,

    a. Quick Actions drop down

    b. Changes tab


    Quick Actions drop down

    The quick actions drop down is a quick navigator to instantly access the New Change form. Click Quick Actions -> Change under Create New block.


    Changes tab

    1. Click on Changes tab in the header pane to open the change list view page.

    2. Click New Change button to access the new change form.

    3. Specify the user who has requested the change in the Requested By field. You can also select the user by conducting a search in the requesters list using the icon .

    4. Select the Technician assigned to the change from the drop down. If you have configured Sites in the application, then Sites drop down appears. Select the Site for which the change is intended to occur. The Technicians associated to the selected site is listed in the technicians drop down.

    5. Select the Category, Sub Category and Item from the drop down.

    6. Select the Status of the change from the drop down. The status is updated at every stage by the technician handling the change.

    7. Select the Impact, Urgency and Priority of the change from the drop down.

    8. Select the Change Type from the combo box. Say Major.

    9. Select the Scheduled Start Time and Scheduled End Time from the calendar button.

    10. Select the affected IT Services by the change from the list by clicking on the icon . This opens the Services Affected pop up box as shown below. Select the affected IT services and Save the changes.

    11. Select the Assets Involved with the change by clicking the icon . The Select Assets page pops up. Select the asset category from Type of Assets drop down. Say, Workstations, Printers, Routers, Switches, all assets, all site assets and so on. All Assets lists the assets within your permission scope.

      Say, John, a technician, is associated to Site1 and Site2. John has the privilege to view the assets associated to Site 1 and Site 2. So, if John is creating a change arising in Site 1, the Type of Assets - All Site Assets lists the assets available only in the selected Site 1 and All Assets lists the assets available in Site 1 and Site 2.

      Select the Available Assets under the selected type from the list and move to Assets involved using >> button. And Save the changes.   

    12. Specify the Title of the change. The title is a mandatory field.

    13. Specify the details about the change in the Description field.

    14. If you have any file attachments for the change click the Attach File button and attach files. Maximum size of an attached file can be 10MB.

    15. Save the details. You can see the new change created in the change list view page.


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