1 Choosing a sub type

 

Each change template is based upon a sub type. A sub type determines two things: 1) which fields appear on the non-workflow tabs, and 2) how many workflow tabs there are and in what order. To configure sub types, please go to Service Desk --> Sub Types. Instructions may be found here.

 

When you first create the template, choose the sub type from the dropdown list.

 

2 Filling out fields on the non-workflow tabs

 

 Workflow and non-workflow tabs

 

When you create a new change from a change template, all fields on the non-workflow tabs are copied from the change template*. Therefore, if there are any fields that should be filled out exactly the same for each change created from the template, you should fill these fields out on the template. Examples could include Priority, Urgency, Process Manager, and any notes or text fields. Make sure to save the template after filling out these fields by clicking Apply.

 

*There are four fields that are exceptions: Request User defaults to whoever is creating the change, and can of course be selected. Title and Category are taken from a linked incident (note that if a change template has a predefined category, only incidents with the same category can be linked to that change template). Description is also taken from a linked incident, but only if the Description field on the template is blank. If it's not, the Description field from the template will be used instead of the description field from the incident.

 

3 Choosing the contents of your workflow tabs

 

When you create a new template, all workflow tabs are blank. For each workflow tab, you must choose the header section.

 

To select a workflow tab header (image below):

1. Click the cogwheel icon on the upper menu bar. This opens the Change Action Item view.
2. Click the Change button next to the name field to open the Select Action Item view.
3. Select an action item from the list by clicking on it. This closes the Select Action Item view. Keep in mind that this action item will be for the workflow tab header and is not a part of the change process, so pick an action item that is used primarily to give instructions or information. If you need to create a new action item for this purpose, see instructions in the next section for creating and editing action items.
4. Click Save. This closes the Change Action Item view.

 

Your workflow tab now has a header. As you can see, the first action item has been added as well. The next steps are to choose how many and which action items you need.

 

 Adding the header section to a new workflow tab

 

4 Adding and configuring action items

 

Action items are where the main work of the change is recorded. Each workflow tab is composed of one or more action items. When you planned out your change process, you should have decided how many action items you need and what work needs to be recorded on each action item.

 

Adding action items

You will most likely want to have more than one action item for each workflow tab. To create a new action item, click the + icon found to the right of the rightmost action item tab:

This duplicates the action item before it. As each action item is designed to record specific work done in the change process, you must now configure your action items to contain the fields you need to record this work.

 

Customizing action items

Each action item in a change is based upon an action item template. This means that you do not create action items for only one change, but rather create reusable action item templates and simply select the ones necessary for a given change. SysAid comes with a number of preconfigured action item templates that you can use and edit, and you can also add your own.

 

If you choose to edit an existing action item template, please be warned: Editing an action item template will immediately change every action item in SysAid that is based upon that template.

 

To select the action item template you need or to create a new action item template, start by clicking on the cogwheel icon on the lower menu bar (see screenshot above). This opens the Change Action Item view.

 

 Change action item view

 

The Change Action Item view gives you five options:

Change action item

If an action item template with the fields you need for your current action item already exists, click here. This opens a list of all action item templates, and you may then select the desired template from the list.

Edit action item

Click here to modify the currently selected action item template. Refer to the customize form help page for instructions. If you would like to modify an action item template other than the currently selected item, please use the Change button to first select your desired action item. Important: Editing an action item template will immediately change every action item in SysAid that is based upon that template.

New action item

If the action item template you need does not exist, you can create a new template. Click the New button and follow the instructions for customizing forms. Once you are finished, your new action item template will be automatically selected. Any future change template you create can now make use of this new action item.

Change assigned to user

Select the user who the action item will be assigned to. A user may only work on action items that are assigned to them, unless they are a Change Manager.

Allow to view the PDF

This option will only appear if the assigned to user is an end user. If checked, the end user will be able to export to .pdf full details for all tabs and action items on the change. This is option is helpful if one of the users who must approve the change is an end user and not an administrator (e.g. the CFO).

Click Save when you are done to save changes and add your chosen action item to the change template.

 

Building your CAB

 

Each normal or emergency change includes approvals. When you build a change template, you choose how many approvals are needed and who needs to make these approvals. This is done by adding approval action items. SysAid includes two default approval action item templates types: individual approvals and a general CAB approval.

 

To add a new individual approval to a change:

1. Go to your approvals workflow tab and follow the instructions above for adding a new action item.
2. Choose one of the individual approval action item templates such as the ITIL - CAB Approval - Assigned to template. Alternatively, you can create a new action item template for approvals. Make sure to include the Approvals field on the action item template.
3. Select the appropriate Assigned to user as described above.
4. Add any appropriate action item dependencies (see next section).
5. Add as many new approval action items as necessary.
6. Save your change template.

When a change is created from your template, the selected individual is now included in the approval process. You may select a different user on a change-by-change basis.

 

To add a new CAB or general approval tab:

1. Go to your approvals workflow tab and follow the instructions above for adding a new action item.
2. Choose the ITIL - CAB Approval - CAB Decision template. Alternatively, you can create a new action item template for approvals. Make sure to include the Approvals field on the action item template.
3. Select the appropriate Assigned to user as described above. This user should be authorized to represent the CAB.
4. If more than one user is authorized to approve the change on behalf of the CAB, you may find it helpful to edit the action item template and add the Admin group field. Any user who is part of the selected admin group can then edit the action item.
5. Add any appropriate action item dependencies (see next section).
6. Save your change template.

When a change is created from your template, the selected individual or group is now selected to represent the CAB. You may select a different user or group on a change-by-change basis.

 

5 Action item attributes

 

In a change process, one step frequently depends upon the completion of one or more steps before it, and in turn, that step is the basis for the steps that come afterwards. Furthermore, participants in the change process must be notified when their step becomes active, and must sometimes be notified about the results of previous steps. Therefore, after you have finished creating all of your action items for all of your workflow tabs, you must create dependencies and notifications for your action items. In SysAid, this process is done using action item attributes.

 

Note: Attributes are per action item, and are not connected to action item templates. Therefore, you could have three different action items based upon the same action item template, each with its own unique attributes. On the other hand, all changes created from the current change template will use the attributes specified per action item.

 

 Edit action item attributes

 

To edit attributes for an action item, click the Attributes button on that action item. This opens the Attributes and Dependencies page. This page gives you a number of different options:

 

 Action item Attributes & Dependencies page

 

On completion change status to

When this action item is completed, the status of the change will update to the chosen status.

On activation change status to

When this action item is activated, the status of the change will update to the chosen status.

Notification ID

This is the notification sent by the action item. Each action item can send one notification. These notifications are configured under Service Desk --> Workflow Notifications.

Notification method

Choose whether the notification for this action item will be sent when the action item is activated or when it is completed.

Auto Complete

If this is checked, the action item will automatically be marked as complete at the moment it activates. This option is useful if you need to have a specific notification sent during the change process, but that notification is not part of any of the other action items.

Dependencies table

Choose which action items must be completed before the current action item is activated (prerequisite action items).

1. Use the And/Or dropdown filter to determine if all conditions in the table must be met or if only one of the conditions must be met before the action item is activated.
2. Choose the workflow tab with the prerequisite action item. You may only choose the current workflow tab or a workflow tab that precedes it.
3. Choose the prerequisite action item on the selected workflow tab. If you have chosen the current workflow tab, you can only choose action items that precede the current action item.
4. Choose whether the current action item will activate on activation or completion of the prerequisite action item.
5. (Optional) Using the ellipses button , enter a desired value for a chosen field on the prerequisite action item. The current action item will only activate if the entered value is detected on the prerequisite action item. Example: Only activate the Implementation action item if the CAB Decision action item contains the value "Yes" in the field Approved.
6. Click Add.
7. Repeat steps 2 - 6 as necessary.
8. Click Save. The Attributes and Dependencies page closes, and your changes are saved.

 

To delete one or more dependencies:

1. Check the delete box at the right end of any row you would like to delete.
2. Click Save to delete the dependencies.

Populate values from other action items table

Not all participants in a change process will be able to see all action items, but there are times when they will need to be able to view the contents of a field on another action item to complete their own work. Using this table, you can have fields on an action item automatically prepopulated with the contents of one or more fields on a previous action item(s).

1. Select the workflow tab with the action item to take data from. You may only choose the current workflow tab or a workflow tab that precedes it.
2. From the selected workflow tab, choose the action item to take data from. If you have chosen the current workflow tab, you can only choose action items that precede the current action item.
3. Select the field whose value you would like to copy.
4. Choose the target field on the current action item.
5. Click Add.
6. Repeat steps 1 - 5 as necessary.
7. Click Save. Whenever the current action item is activated, it will prepopulate fields with take data from the specified action item(s).

 

Make sure to go through each of your action items and set the appropriate attributes. If you are using one of the two default templates that comes with SysAid, you will find that dependencies already exist for each of the action items. You may edit these dependencies if you like.

 

6 Writing instructions and prepopulating fields on the workflow tabs

 

Now that you've created the complete change process and workflow that you need for your template, it's time to add the finishing touches. Any values you enter into the template fields will be prepopulated when a change is created from that template. Go through your new workflow tabs and action items and write down any necessary instructions in the text fields, and enter any other default field values. When you are finished, click OK/Apply. Your change template is now ready to be used.

 

 Leaving instructions on an action item