Registering an Emergency Change
An emergency change is a change that must be implemented as soon as possible – for example, to resolve a major incident. Due to the urgency, emergency changes are implemented first and registered afterwards. The registration is still required to ensure that the necessary administrative updates are performed, such as the update of the configuration management information.
Emergency changes bypass some of the risk-mitigating planning and approval steps that are required for planned changes. Because of this, it is recommended to restrict the implementation of emergency changes to changes that are required for the resolution of incidents and only if the owner of the affected service (or his/her backup) agrees that an emergency change is needed.
You receive the following email from your colleague Jo-Ann Stock:
Hi Barney,
It’s been quite a day. If you look up request #70436 you will see that I implemented an emergency change. Can you please make sure that it is registered in 4me?
Use the Search box in the 4me toolbar to look up request #70436. Review it so that you understand what has happened. Next, click on the Actions toolbar button and select the “Relate to New Workflow…” option. This allows you to select a workflow template. Select the “Emergency change” template and click on the New… button to open the new change workflow.
The new change workflow that is created has four tasks related to it. To complete the registration of this emergency change, let’s do the following:
- Adjust the subject that was copied from the request so that it indicates what has been changed.
- Select the most appropriate option in the Type field of the change workflow.
- Save the change workflow.
Question:
When you clicked on the Actions button and selected the option “Relate to New Workflow…” you were able to select a workflow template. Not all workflow templates of the Widget Data Center organization were available for selection, though. Why were some of the workflow templates not available?
When you open a new workflow for a request, the available workflow templates are limited to the ones that are either:
- related to the service of the request’s service instance, or
- not related to a specific service.
This helps change managers find the appropriate change workflow template more easily when the organization has prepared a lot of workflow templates.