Category Archives: Change Management
Maintenance Windows
A maintenance window is a recurring period of time designated in advance, during which preventive maintenance that could cause disruption of a service may be performed. It is now possible to define such maintenance windows and relate them to specific service instances. A new Maintenance window field has been added to the Service Instance form. […]
Requests With Status Workflow Pending
When a workflow has started from a request, specialists should work on the workflow and not on the request. To encourage this, two adjustments have been made. For a person who is assigned to a request with status Workflow Pending, the toolbar actions which can change the status are now grayed out. Also, when the […]
Workflow Control: Exception Flows
At some point a task in a workflow either fails, or succeeds. When it succeeds, the workflow continues. When it fails, the status of the workflow changes to ‘Progress Halted’, and the workflow is often canceled manually by setting it to ‘completed’. It is now possible to create an exception flow within a workflow. This […]
Workflow Control: Rework Loops
When a task of a workflow cannot be completed – for example when an approval task is rejected – the workflow comes to a stop, with its status set to ‘Progress Halted’. Using automation rules, it was already possible to reset the status of tasks, or of the workflow itself. Now it is possible to […]
Assigning After Relating to a Workflow
When a request (or problem) is related to a workflow, the assignment is automatically set to the manager of that workflow. This makes sense in many cases, but in other cases, for example where the request was already assigned and the workflow manager is not involved in resolving it, it can be preferred to keep […]
Changes Are Now Workflows
Changes and change-related concepts in 4me are now renamed to workflows and workflow-related concepts. This means that the ‘Changes’ section of the Records console is now called ‘Workflows’, and ‘Change templates’ are now ‘Workflow templates’, amongst others. Although the term ‘change’ is common within IT organizations, it is much less common for support domains such […]
Dealing With Open Tasks Related to Closed Requests
When a request is linked to a change, it is possible to close the request before all the tasks related to that change have been completed. In most cases, such requests should not be completed until all tasks of their related change have been finished. To prevent specialists from accidentally completing requests that still require […]
Start No Earlier Than Time Displayed in Warning
When work on a task should not start before a specific date and time, the change or project manager specifies this start moment in the Start no earlier than field. This ensures that when the task is assigned before this moment and a specialist opens it, a warning is displayed at the top of the […]
Don’t Start Just Yet
Sometimes it is important that a change does not get implemented before a certain date. Change managers can use the ‘Start no earlier than’ field of implementation tasks to specify the moment at which the implementation is allowed to start. To make sure that the team member to whom the task is assigned does not […]