Advanced change request edits

Relevant for: Network operations, information security, and administrator users

This topic describes how to perform advanced tasks with change requests.

In this topic:

Assign change requests to users

By default, change requests are assigned to specific users, as configured for the template and workflow.

Manually assign a change request to a different user to make that user the owner instead.

Do the following:

1. View the change request. For details, see View change requests.

2. At the top of the workspace, click , and then click Assign.

   Note: The list of options available in the drop-down list may be changed by an administrator, by editing a workflow's available actions.

   The Assign Change Request area appears.

   

3. In the Owner drop-down list, select the person who should be assigned as the change request's owner.
4. Click OK.

The change request is assigned to the selected user.

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Edit change requests

This procedure describes how to edit a change request, such as when you want to change a rule name, related devices or groups, or other details, depending on the type of request.

Do the following:

1. View the change request. For details, see View change requests

2. Click Edit.

   The change request appears with editable fields, depending on the request template you used.

   For example:

   

3. Edit the fields as needed, and then click Save Changes or OK, depending on your request template.

   For more details, see Change request field references.

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Duplicate a change request

Duplicate a change request to create a new one with similar details to an existing request.

Do the following:

1. View the change request you want to duplicate. For details, see View change requests.

2. At the top of the page, click , and then click Duplicate.

   Note: The list of option available in the drop-down list may be changed by an administrator, by editing a workflow's available actions.

   A new window opens displaying the Create a New Change Request page.

   The fields are filled in with the original change request's request details and subject. There is no owner assigned to the change request.

3. Modify the fields as needed. For details, see Change request field references.
4. Click Next.

The new change request is created.

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Update multiple change requests

Update multiple change requests simultaneously, such as when you want to change the owner on several requests.

Do the following:

1. Perform an advanced search for the change requests you want to update. For details, see Search for change requests.

2. Click Update Multiple Change Requests.

   The Update Multiple Change Requests page is displayed.

   

   The search results appear at the top of the page.

3. In the search results, select the change requests you want to update, or click Check All to select all items shown.

4. Complete the rest of the fields and needed, and then click Update.

   All fields are optional.

   Update Multiple Change Requests

   Make Owner	Select the user to assign as the change requests' owner.
   Add Cc	Type the email addresses to which the FireFlow system should send copies of all email messages regarding these change requests, separated by commas. These email addresses will be added to the change requests' existing Cc list.
   Remove Cc	Type the email addresses to which the FireFlow system should no longer send copies of email messages regarding these change requests, separated by commas. These email addresses will be removed from the change requests' existing Cc list.
   Make subject	Type the title that should be assigned to the change requests.
   Make priority	Type a number indicating the change requests' priority, where 0 indicates lowest priority.
   Make Status	Select a status to assign the change requests.
   Make date Due	Specify the due date with which to mark these change requests, by doing one of the following: Click , and select the desired date in the calendar that appears. To navigate to different months in the calendar, click Prev and Next. Type the desired date in the field provided. You can use most relative and absolute formats, for example yyyy-mm-dd, mm/dd/yyyy, Mon dd yyyy, “next week”, and “now + 3 days”.
   Make date Resolved	Specify the date with which to mark these change requests as having been resolved on, by doing one of the following: Click , and select the desired date in the calendar that appears. To navigate to different months in the calendar, click Prev and Next. Type the desired date in the field provided. You can use most relative and absolute formats, for example yyyy-mm-dd, mm/dd/yyyy, Mon dd yyyy, “next week”, and “now + 3 days”.

   Edit fields

   This area enables you to add or delete values in specific fields of the selected change requests.

   • To add a value to a field: In the relevant field's row, in the Add values column, type the value you want to add.
   • To delete a value from a field: In the relevant field's row, in the Delete values column, type the value you want to delete.

   The relevant values for each field are listed below.

   Expires	Specify the date on which this change request will expire, by doing one of the following: Click , and select the desired date in the calendar that appears. To navigate to different months in the calendar, click Prev and Next. Type the desired date in the field provided. You can use most relative and absolute formats, for example yyyy-mm-dd, mm/dd/yyyy, Mon dd yyyy, “next week”, and “now + 3 days”.
   Owning Role	The user role to which the change requests should be assigned. This field is read-only.
   All Responsible Roles	The user roles, other than the owning role, that should be responsible for handling the change requests in their current lifecycle stage. This field is relevant only for Parallel-Approval change requests, and it is read-only.
   Pending Responsible Roles	The roles that are responsible for handling the change request in its current lifecycle stage, but which have not yet approved the change request. This field is relevant only for Parallel-Approval change requests, and it is read-only.
   External change request id	Type the ID number of a related change request in an external change management system that is integrated with FireFlow.
   Implementation Notes	Type notes on how to implement the planned change.

   Edit links

   Merge into	Type the ID number of the change request into which the selected change requests' data should be merged.
   Refers to	Type the ID numbers of change requests to which the selected change requests refer, separated by spaces.
   Referred to by	Type the ID numbers of change requests that refer to the selected change requests, separated by spaces.

   Add comments or replies to selected change requests

   This area enables you to add a comment or reply to the change requests.

   Update Type	Specify the type of message you want to add to the change requests, by selecting one of the following: Comment (not sent to requestors): Your comment will be added to the change requests' history and sent as an email message to the change requests' owners. Reply to requestors: Your reply will be added to the change requests' history and sent as an email message to both the change requests' owners and the requestors.
   Subject	Type the subject of the message.
   Attach	To attach files to your message, do one of the following: Type the path to the file in the field provided. Click Browse, browse to the desired file, and click Open.
   Message	Type your message.

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Modify a change request's status

If needed, you can change a change request's lifecycle stage, instantly moving it forward to a later stage without completing the intervening stages, or returning it to an earlier, already completed stage.

Do the following:

1. View the change request. For details, see View change requests.

2. At the top of the page, click , then click the desired stage.

   The change request moves to the desired stage.

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Delete a change request

If it is no longer necessary to handle a specific change request, you can delete it from all users' Home pages.

Do the following:

1. View the change request. For details, see View change requests.

2. At the top of the page, click , then click Delete.

   A confirmation message appears.

   Note: The list of option available in the drop-down list may be changed by an administrator, by editing a workflow's available actions.

3. Click OK.

   The Delete Change Request page is displayed.

   

4. In the Message text box, type your comment.

5. Attach any files needed to your comment. Do one of the following:

   Attach files	To attach files to your comment, in the Attach field, do one of the following: Type the path to the file in the field provided. Click Browse, browse to the desired file, and click Open.
   Attach more files	To add more attachments, click Add More Files and repeat the previous step. A check box appears, representing the previously added attachment.
   Remote attachments	To remove an attachment, select the check box next to the attachment. The selected attachment will be removed upon completing this procedure.

6. Click Next.

   The email message is sent to the requestor, and the change request is deleted from users' Home pages.

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Comment on change requests

Comment on a change request at any stage throughout the change request's lifecycle. Your comment will be added to the change request's history and sent as an email message to the change request's owner.

Do the following:

1. View the change request. For details, see View change requests.

2. At the top of the page, click , and then click Comment.

   The Update Request page is displayed.

   

   The Subject field displays the change request name. The original history item appears in a text box.

3. If desired, modify the Subject field to describe the subject of your comment.

4. To attach a file to your comment, do one of the following:

   • In the Attach field, type the path to the file.
   • Click Browse, browse to the desired file, and click Open.
5. In the Message text box, type your comment.
6. Click Next.

The Requestors Web Interface displays the change request, and your comment appears in the History area.

Your comment is sent as an email message to the change request's current owner.

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