Documentation forSolarWinds Service Desk

Change Catalog Items

Implementing Change processes provides numerous benefits across your organization. You can:

  • Drive consistency in routine Change Plans. For example, changing a network router is standard procedure. Whether you want to upgrade or replace a faulty router, over 80% of the change processes are common across all types of routers.
  • Accelerate and streamline Approval and Execution workflows. By providing a template to request a network router change, the organizational process has already been approved and all that is left is to follow the preset guidelines.

Creating a New CCI

  1. Go to Service Desk > Change Catalog.

  2. In the upper right corner, click the blue Add icon. The New Change Catalog Item form displays.

  3. Notice the is divided into two main sections. Fields appear at the top and Tabs appear at the bottom.

  4. Enter required information (identified by a red asterisk).

    By default, the Title field is the only mandatory field. It is best practice to enter all common details to provide transparency and clarity for future users of a CCI.

  5. Enable or disable field editing.

    Within the form, the icon to the upper right of each field provides the ability for others on the team to edit these fields. If you disable this function, others can only view the details without making any changes in later phases of the Change Management Lifecycle.

    You can choose to enable editing in the Change and Roll Back Plan fields but disable it in the Test Plan field. This approach ensures the Test Plan stays constant.

Using form features

Rich Text Fields

The form contains rich text fields, identified by thein the lower right corner of each field. Clicking the gray icon reveals a menu of options.

Tabs

The lower section of the New Change Catalog Item form consists of tabs, such as Details, Process, Related, and Audit. SolarWinds recommends reviewing each tab to get the full benefit of the form. For example, the Process tab displays all tasks, assigned approvers for the Change workflow, and more.

Process Tab

Tools in the Process tab allow you to create seamless workflow processes. This tab incorporates all the approvers and additional process options.

From the Edit icon you have several options as shown below:

In one step you can update:

  • Task. Update/Add a task to the lifecycle of the change, including the name, description and person assigned to complete task.
  • Group. Update/Add a group to act as a container for multiple steps to occur in a concurrent fashion.
  • Approval. Update/Add an approval step to capture the needed authorization for the Change.
  • Condition Set. Add a new Condition to any record field (including custom fields) in a workflow and add a value to the pre-existing process. By applying a condition you enhance customization of your workflows and increase automation of processes to ensure overall efficiency.

  • When you have multiple conditions you are able to streamline processes by selecting the specific condition type needed for this process. For example, by selecting to customize the Operator between conditions, you can select 1 AND 2 OR 3, or any combination necessary.

  • Record. Using Update Record, alter any workflow process to customize and ensure smooth automation of business processes and streamline your workflows.
    • You can update any record field in the workflow. This includes system fields such as:
      • State
      • Priority
      • Assignee
      • Department
      • Custom fields
    • When you update a field such as name and/or CC, you can select from previously cached entries.
  • Stop Process. Use Stop Process as part of the workflow if the Process must be stopped in the middle.
  • After a field is updated, it is not available for additional updates within the same action. To make additional changes, exit and re-enter Update Record. Be aware that Update Record does not include variables (also known as process fields).
  • Send Notifications. This is your automation tool to provide status updates of all processes to relevant stakeholders.

    (The Send Notifications feature is available in the Professional and Enterprise Plans.)

    For example, for new laptop requests, you can set up an automatic notification to be sent when the new laptop request has been denied or approved. The notification can:

    • State the denial with reasons why or steps to follow up for more information.

    • State the approval of the laptop request with a ship date.

Start Process Automatically

The ellipsis icon in the Process Tab offers two options:

  • Enable for Editing, which allows others the ability to edit the field when requesting or editing a Change created from the CCI.
  • Start Process Automatically, which automatically starts the Change Process after the request is entered.
Start Process Automatically can be enabled from all existing CCI templates.

Saving

After you have made the relevant adjustments, click Add Update Record to save your changes.

After creation of each CCI, notice your options:

  • Show in Portal: When selected, this option allows end users to request the Change directly from the Portal.
  • Request: Initiate the Change request.
  • Actions:
    •  Clone: Clone the CCI
    • Schedule Request: Allows users to schedule a future request rather than at the time the request is being made.

After a Workflow is Finalized

After you have finalized your workflow, it is important to understand how the process unfolds. You can select between:

  • Pre-processing: When a change or service request is submitted, the entire workflow is processed, with each step in the workflow evaluated based on the value of conditions and fields before the workflow begins.
  • Just-in-Time processing: Evaluates each step of the workflow based on the value of conditions and fields when these steps are reached. This allows you to base workflow decisions on current value rather than the values of these conditions and fields prior to workflow beginning. As a result, you can build more dynamic and realistic workflows that replicate your IT and business processes.

Related Topics

Change Management

Change Catalog