Documentation forSolarWinds Service Desk

Changes

Change is unavoidable but does not need to be disruptive.  By utilizing your SWSD you can limit the number and severity of change-related impacts on service.  

Before you proceed, click here to gain a better understanding of Change Management and the Change Management Lifecycle.

As mentioned, you may filter this page to view All Changes or any subset, and the icons on the right hand side of the screen provide additional options.

Changes Index

The Changes index page displays all the requested Changes. The icon allows you to filter the view, and below we have provided a breakdown of the default columns reflected:

Remember - by selecting the icon, you can edit the columns in your view, Add, delete or return to default table view.

Title Description
Number Reflects the number of changes that have been requested
State (color coded)
  • In Progress
  • On Hold
  • Waiting for Approval
  • Approved
  • Declined
  • Closed Completed
  • Closed Incomplete
The birds eye reveals a pane on the right and displays the Change details, Change, Rollback Test Plans etc.
Title Name of the requested Change
Type
  • None
  • Standard
  • Normal
  • Emergency
Priority
  • None
  • Low
  • Medium
  • High
  • Critical
Assigned To The Change Implementor
Created When the Change request was made
Requester Person complete the request information
Started At When Start Process was initiated, not the Request itself
Last Update When was the last update on this change made
Actions Ability to delete request

An important AI feature that provides great benefit when working on any change, is that your Service Desk will immediately offer relevant Incidents to attach to the Change being created.

Notice the familiar icons at the top right corner of the screen.

  1. icon - By entering keywords such as New, Assigned, Resolved etc. you can limit your search to reflect only Problems in the states.
  2. icon - Allows you to create a new problem and/or attached a Incident, Change CI etc. if necessary. 
  3. button allows you to carry out several actions such as:
    • Mass Update
    • Login History
    • Import
    • Export via CSV, XML, PDF and more
  4. icon reveals additional information and a tutorial on how to better understand your tasks.

By selecting the Change title, the details of the CR are revealed including all plans outlined to carry out a successful change process.

Export to PDF

Notice once again, the button, this time offering to:

  • Clone the Change
  • or Export to PDF.
    • When you select PDF Export, a menu appears that allows you to select which tab/s you want to export.

      • For example:
      • Details tab
      • Comments tab
      • Related tab etc.

At the bottom of this screen there are several tabs.

The Process tab reflects all approvals/denials and general workflow required to move forward or abort the change.

In addition, directly from the Process tab you can Update Record.

Hover over any part of the process to reveal the icon. Click and select Update Record.

This allows you to update the Name, Add a description even change customized fields.

Once you have updated all the fields you wish edit, click Add Update Record to save changes.

Once the Change assignee completes review of the CR, he should click Start Process.

To make changes once the process has begun, you can stop the Process by clicking Stop Process, modify the workflow directly in the Process tab and when ready, re-initiate the Process by clicking Start Process once again. Not all changes require a relaunch of the process. Changes such as field values (system and/or custom fields) can be made while process continues.

By completing all fields in the New Change window, you account for the “7 R’s” of change management:

  1. Who RAISED the change?

  2. What’s the REASON for the change?

  3. What is the expected RETURN for the change?

  4. What are the potential RISKS involved?

  5. What are the RESOURCES required to execute the change (and to clean up afterward)?

  6. Who is RESPONSIBLE for each aspect of the change?

  7. What is the RELATIONSHIP between this and other prior, contemporary, and potential changes?

    And lastly, though not an official step of the change management process – but still important – what would be the potential consequences of REJECTING the change?

Ad Hoc Change

Whenever a single use Change is necessary, an Ad Hoc Change is the best way to proceed. This Change does not require nor create a CCI.

For example: Across your organization you are replacing the phone system with VoIP (voice over IP) technology. Once this process is complete, it will not need to be repeated, therefore you can request an Ad Hoc change that will not be saved as a CCI for future use, rather it will just appear as a Change created without a template.

From the Changes index page, select the icon. Select Create New Ad Hoc Change from the dropdown menu. Notice the information requested is similar to that of a CCI with the execution of the Custom Fields that are included in this form.