Request changes

Relevant for: All FireFlow users

This topic provides a high level description of the various methods available for creating new change requests.

As the change request is processed, FireFlow will send you notification emails. For more details, see Respond to change requests.

In this topic:

Request changes via FireFlow

All FireFlow users can log in a submit a change request directly from FireFlow. The user interface will look different for FireFlow requestor users, displaying only the options available to them.

Do the following:

To submit a new change request, do the following:

1. In FireFlow, at the top left, click + New Request. FireFlow displays a list of templates to choose from.

   For example:

   

2. To load a recent draft, click Load Draft above the list of templates. Otherwise, click the template you want to use.

   The Create a New Change Request page appears, displaying the fields configured for the selected template.

   For example:

   

3. Enter the field values as needed.

   • All Traffic fields are mandatory, as indicated by a red asterisk.
   • IPv4 and IPv6 traffic cannot be mixed in the same traffic request.
   Upload a request spreadsheet

   FireFlow enables you to upload a spreadsheet with request data. By default, change requests submitted via spreadsheet use the 120: Generic Request template.

   Do the following:

   1. Prepare your file. Supported file types include:

      • xls (Microsoft Excel up to 2003)
      • xlsx (Microsoft Excel 2007 and up)
      • sxc (OpenOffice 1.0 Spreadsheet)
      • ods (OpenOffice Spreadsheet)
      • csv (Coma-separated text values)

      Sample files are saved to your FireFlow machine at /usr/share/fireflow/local/extras.

      In the file, Source, Destination, Protocol, and Port columns are mandatory.

   2. In the Create a New Change Request page, click Add Files to attach the spreadsheet to your request.

   Note: By default, FireFlow creates a separate change request from each traffic line in the spreadsheet file. Your system may differ. For details, contact your FireFlow administrator.

   For more details, see Change request field references.

4. To save a draft and continue later, click Save Draft, and then click OK.

   Note: FireFlow supports one draft per user. New drafts overwrite previous draft versions.

   To create your request, click Next.

FireFlow creates your request and displays the request ID number linked from the top-right of your screen. Click the linked number to view the change request.

FireFlow also sends you an email notification and checks your request.

• If the traffic already works, FireFlow automatically closes the request and sends you another confirmation email.
• If the request requires changes, FireFlow pushes the request through the workflow configured for your request template.

For more details, see View change requests.

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Duplicate a change request in FireFlow

To create a change request that is similar to an existing one, duplicate the exiting change request, making changes as needed.

Do the following:

1. In FireFlow, navigate to 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.

   The Create a New Change Request page appears, with the original request's details and subject.

3. Modify the values as needed, and click Create.

   For details, see Change request field references.

3. Modify the fields as desired, using the information in Requestor Create Change Request Fields (see Change request field references).

4. Click Create.

FireFlow creates your request and sends you an email confirmation. At the same time, FireFlow checks your request and does one of the following:

• If the traffic already works, FireFlow automatically closes the request and sends you another confirmation email.
• If the request requires changes, FireFlow pushes the request through the workflow configured for your request template.

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Request a change via the no-login request form

FireFlow's no-login request form enables you to submit a request without logging in to FireFlow.

Do the following:

1. In your browser's Address field, enter https://<fireflow server>/FireFlow/NewTicket

   where <FireFlow_server> is the FireFlow server URL.

   The Create a New Change Request page is displayed with a list of templates.

   

2. If you are not logged in, click on the login icon on the left and follow the login procedure.
   Note: If you try to click on a template, you will also be taken to the login page.

3. Click the name of the template you want to use. For more details, see Request templates and workflows. If you have questions about custom templates or workflows, contact your FireFlow administrator.

   The FireFlow Create a New Change Request page is displayed.

4. Complete the fields as required. For details, see Change request field references

5. Click Next to create your request.

FireFlow creates your request and sends you an email confirmation. At the same time, FireFlow checks your request and does one of the following:

• If the traffic already works, FireFlow automatically closes the request and sends you another confirmation email.
• If the request requires changes, FireFlow pushes the request through the workflow configured for your request template.

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Request a change by email

Send an email to FireFlow with the details of your change request.

Do the following:

1. Create a new email to the FireFlow system email address. For details, contact your FireFlow administrator.

2. Include the following line anywhere in your email:

   Source: <source> Destination: <destination> Service: <service> Action: <action>

   where:

   • <source> is an IP address, IP range, network or device object.

   • <destination> is an IP address, IP range, network or device object.

   • <service> is the device service or port.

   • <action> is the device action to perform for the connection:

     • allow. Allow the connection.
     • block. Block the connection.

   Note: This syntax is the default FireFlow syntax for emailing change requests. Your system may be configured differently.

   For details, contact your FireFlow administrator.

   For example:

   

FireFlow creates your request and sends you an email confirmation. Your email text and any technical details specified is added to the change history.

At the same time, FireFlow checks your request and does one of the following:

• If the traffic already works, FireFlow automatically closes the request and sends you another confirmation email.
• If the request requires changes, FireFlow pushes the request through the workflow configured for your request template.

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Request a change from the Symantec Blue Coat Blocked page

If you attempt to access a URL that is blocked by the Symantec Blue Coat device's web filtering policy, the Blocked page enables you to submit a change request directly.

For example:

Do the following:

1. Click the link on the page, such as please click here, or Autocreate Change Request, depending on configuration.

   FireFlow displays the Create a New Change Request page.

2. Complete the fields as needed. For details, see Web-filter change request fields.

3. Click Create.

FireFlow creates your request and sends you an email confirmation. At the same time, FireFlow checks your request and does one of the following:

• If the traffic already works, FireFlow automatically closes the request and sends you another confirmation email.
• If the request requires changes, FireFlow pushes the request through the workflow configured for your request template.

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