|User roles in SysAid Change Management and Problem Management|
|Using Change and Problem Management as a Regular Administrator|
|Using Change and Problem Management as an Administrator Who Can Create Changes and Problems|
|Using Change and Problem Management as a Change Manager|
The following guide is designed to introduce administrators to the functionalities of the SysAid Change Management and Problem Management modules. To read a general overview of Change Management and Problem Management, please go here.
Note: While this guide does not explicitly cover SysAid Request Management, the same priciples that apply to Change Management and Problem Management also apply to Request Management. For that reason, it's recommended to read this guide before beginning to use SysAid Request Management.
There are a number of terms that are used throughout Change Management and Problem Management that you must know before you start reading the documentation:
One good way to understand SysAid Change Management better is to see an sample change from start to finish. Please go here to view such an example.
Change and Problem Management has many interconnected parts, and it can be helpful to have a map of where these parts are located. We have also created an FAQ to answer specific questions you might have about Change and Problem Management . You can find the location guide and the FAQ here.
There are four types of users in Change and Problem Management :
User permissions and their roles in SysAid
|Change Manager (Design Changes/Problems)||Create Changes/Problems||View other Admins'
|Edit change/problem templates||Yes||No||No||No|
|Edit sub types||Yes||No||No||No|
|Edit non-workflow tabs||Yes||Yes||No||No|
|Edit all action items||Yes||No||No||No|
|View all action items||Yes||No||Yes||With access to .pdf|
|Edit his/her own action items||Yes||Yes||Yes||From End User Portal|
Any administrator can participate in a change or problem. For example, if you have a change template for a new employee hire, there could be an action item for setting up an Exchange account for the new employee. The administrator who sets up the Exchange account is not necessarily a change manager, but still participates in the change process.
If you are a regular administrator, you can see a list of all action items assigned to you from Service Desk --> Service Record Actions. You will also receive an e-mail notification if an action item assigned to you is activated. Click here for complete instructions for working on your action items.
Certain administrators are granted the necessary permissions to create new changes and problems. There are two ways to do this: from an incident, or directly. Administrators with these permissions are also responsible for closing changes and problems.
Sometimes, a service record that comes in is clearly not a simple incident. Sometimes they requests are requests for change, and other times they are signs of a much larger problem (in these cases, you will probably have more than just one open incident). In either of these cases, you will not work on the incident directly-- rather, you will create a new linked change or problem.
To create a new linked change or problem:
When you create a new change or problem in this manner, the incident is attached to the change/problem in the Links to other items field*. Furthermore, the status of the linked incident is immediately updated to the status specified under Service Desk --> Service Desk Settings --> General Settings (tab).
*The incident only appears in this list after you click OK/Apply.
There could be cases where you need to create a new change or problem when there is no existing incident. In these cases, you can simply create the change/problem directly.
To create a change directly:
The procedure for creating problems is identical, but you go to Service Desk --> Problems instead.
When a change has been approved and implemented, it must then be closed. Similarly, a rejected change must also be closed, only before implementation. Problems must also be closed, whether resolved successfully or simply marked as unresolvable. Administrators who create changes and problems are also responsible for closing them.
To close a change or problem:
In SysAid, administrators who are change managers are responsible for building, implementing, and overseeing the full change and problem processes. Responsibilities of change managers include:
Because change managers oversee all elements of change and problem processes, it's recommended that they read through all documentation for Change and Problem Management. The following help pages are related to Change and Problem Management. As a change manager, you should read through them in order so that you understand how to implement Change Management and Problem Management in SysAid according to your company's needs.
Setting up Change Management and Problem Management correctly within SysAid is very important. If you have any questions, or are not able to set up a process exactly as you like, please contact SysAid support and we'll be happy to provide you with the assistance you need.
SysAid welcomes your questions and suggestions. We can be reached via phone and e-mail:
Toll Free phone center (U.S): 800-686-7047
Tel (U.S): +1 617-231-0124
Fax (U.S): +1 617 507 2559
Tel (Israel): +972 3 533 3675
Fax (Israel): +972 3 761 7205
SysAid community: http://www.sysaid.com/Sysforums/forums/home.page
You can also view our full support page at http://www.sysaid.com/contact_support.htm.