Edit Change Template
Creating well thought out templates is the key to successful change management. Because all changes of a given type use the same template, a well thought out template will lead to a smooth change process, whereas a poorly thought out template will complicate every change. Designing your change templates before implementing them in SysAid is recommended. Once you've finished designing your change templates, read through the following help page to learn how to implement them in SysAid.
Creating and Modifying Change Templates
Following is the process for creating a new change template from scratch. If your intent is only to modify an existing template, perform only those steps necessary to achieve the modifications you desire. Note that only Change Managers can create or modify change templates.
Here is a list of the steps needed to create a new change template from scratch:
Below is an explanation of what to do in each of these steps.
If you have not already, go to Service Desk --> Change Templates and click .
Important: Editing a change template does not affect changes requests that have already been created using that template. Only future changes created from the template are affected.
Note: If you would like to create a new template that is similar to an existing template, you can open an existing template and use the duplicate icon to create an exact duplicate. You then make any changes you need to the duplicate so that you have the second change template exactly as you need it.
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):
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:
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:
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:
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
To delete one or more dependencies:
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