Generic change workflow

This topic describes the events that occur in each stage in a default generic change workflow.

Request

In the Request stage, a requestor submits a request for a generic change, initiating the FireFlow change request lifecycle. This stage consists of the following steps:

1. The requestor selects a template on which to base their request.
2. If the template specifies a workflow, FireFlow assigns the request to that workflow.
3. The requestor submits the request to FireFlow.
4. FireFlow receives the request information and creates a change request.
5. If a workflow has not yet been assigned, FireFlow assigns a workflow. For more details, see Request templates and workflows.
6. The default assignee of the role handling new change requests (by default, the Network Operations role) is assigned as the change request's owner.
7. FireFlow sends an email message informing the requestor that the change request was created, and specifying the change request ID in the format [FireFlow #<number>], for example [FireFlow #49].

Approve

In the Approve stage, a user with the information security role determines the security risks entailed in satisfying the request. This stage consists of the following steps:

1. The default assignee of the role handling change requests in the Approve stage (by default, the Information Security role) is assigned as the change request's owner.

2. The change request may change ownership in one of the following ways:

   • The change request owner assigns it to a user with the information security role.
   • An information security user chooses to take responsibility for the change request.
3. The information security user initiates a manual check to determine whether there would be any risks entailed in implementing the requested change.

4. The information security user does one of the following:

   • Approves the change request and sends it on to the next stage.
   • Rejects the change request. In this case the change request returns to the start of the Approve stage.
   • Rejects and closes the change request. In this case, an email message is sent to the requestor, indicating that the request is denied.
   • Contacts the requestor and asks for more information.

Implement

In the Implement stage, the network operations user plans and executes request implementation. This stage consists of the following steps:

1. The change request's ownership is returned to the network operations user.
2. The network operations user implements the requested changes.
3. The network operation user sends the change request on to the next stage.

Validate

In the Validate stage, the requestor checks that the request was implemented, and the network operations user resolves the change request. This stage consists of the following steps:

1. The network operations user composes an email message in FireFlow, notifying the requestor that the requested changes were implemented.
2. FireFlow sends the email to the requestor.
3. The requestor checks that the requested change was implemented and the desired result was achieved.

4. One of the following things happens:

   • If the desired result was not achieved, the requestor responds via an email message or via the Web interface, and the network operations user then re-initiates the implementation stage.
   • If the desired result was achieved, the requestor responds via an email message or via the Web interface, and the network operations user then resolves the change request.
   • If the requestor does not respond, the network operations user can choose to resolve the change request anyway.

At this point, the change request's lifecycle has effectively ended, and no further user action is required. However, the change request remains available in the system for auditing purposes, as described in the final stages.

Resolved

Once the change request has been validated, it enters the Resolved stage.

Audit

The Audit stage for generic change request lifecycles is identical to the Audit stage for traffic change request lifecycles. See Audit.