How to Submit a Change Request

Table of Contents

• Context
• Create Change Request
• Maintenance Window(s)
• Workflow
• Marking Change Complete

Context

Submitting a change through TeamDynamix will invoke the UTD Change Management Process. This process is designed to thoroughly and efficiently evaluate and approve changes for implementation within the UTD IT environment. Information on viewing changes both, past and present, can be found in KA 599.

All IT service owners are encouraged to submit their changes to the UTD Change Management Process to improve departmental collaboration and decrease the likelihood of incidents.

Create Change Request

• Log in to TDNext and select University IT Tickets.
• Click New > UTD Change Request Form.
  • Alternatively, you can click here to access the form.

• The form will appear - complete each field of the form carefully and thoroughly.
• If you are unsure how to complete a specific field, click the Question mark next to the field to view a description.
  • More information can also be found in the UTD Change Management article.

• Set the proposed Start and End Dates to reflect the time window for implementation.
  • This should be the entire time to complete the change, not the window for a specific step in the process. You’ll set the exact maintenance window (times) later.
• Click Save once you'd entered all required information.

Maintenance Window(s)

Indicate the actual time for the change to take place in a Maintenance window(s).

• Select View the change you just created, or open the ticket by searching for the ticket number. 
• Click Tasks/Activities tab > Review New CM Request & Add Maintenance Activities.

• Edit the task/activity and do the following:
  • Change current title to the actual Title of Maintenance Activity
  • Add Start and end date
  • Estimated Hours
  • Name or Group of responsible person for the maintenance activity.
  • Description of what is being done.
    • This helps the Service Desk and others who may see an impact due to this maintenance.

• Save the maintenance activity and verify your change.
• Add additional maintenance activities if there are different, distinct windows where maintenance will occur (rather than one large window).
  • This helps the Service Desk and others to know when the impacting work is happening.

Workflow

Your change will go through the appropriate approvals based on its type. You can always see where your change is in the Workflow.

• Open your change ticket.
• Find "Workflow" on the right side of the screen,
• Select View Progress or History in the Workflow box.

Marking Change Complete

As soon as your maintenance activity is complete, mark the activity as complete.

• Open your change ticket.
• Find the activity on the right side of the screen and click Mark Complete. 
  • This tells the Service Desk and others that your work is done.
• After completing your entire change implementation, return to your change and mark the Implement Change task as complete.
  
• Complete the Successful Implementation step by choosing the appropriate option.
  • You can provide comments if necessary.

• Your change will go through Post-Implementation Review (PIR) at the next Change Management meeting.