Creating a Top Level Change Hierarchy Template

Name

Enter a name for the hierarchy template. This name will display for selection in the Change screen.

Make Available to mySupport

Select Yes to include the template in the list of templates available for selection on the mySupport portal. You can create a link to the template using the mySupport Navigator screen.

Enable Category Selection and Require Lowest Level

This field appears if Yes is selected in the Make Available to mySupport field. Select Yes to enable the category picker when the template is used on a mySupport portal. The user will be prompted to select the lowest level category if they have not already done so.

Description as Placeholder for mySupport

Select On to remove the configured text in the Description field when the user clicks in the field in the Change screen on mySupport.

Make Available to Support Representatives

Select Yes to include the template in the list of templates available for selection in the Change screen. You can restrict access to members of support representative groups via the Group Access tab.

Approval Cycle

If approvals are enabled, select the approval cycle to associate with the template. The rule group in effect for the  change can control whether approvals are required and how approval cycles are applied. You can use the Create New and View/Edit icons to access the Approval Cycle screen.

Categorization

Click the Categorization link to select a category combination describing the issue. This category combination will populate the Categorization field in the Change screen.

Display the Call Script for This Category Set

This field is enabled if a script is associated with the selected category combination. Select Yes to display the script when the template is selected in the Change screen. To view the call script associated with the categorization, click the View Call Script link.

Reason

Enter the text to populate the Reason field in the Change screen.

Description as Placeholder

Select On to remove the configured text in the Description field  when the user clicks in the field in the Change screen.

Description

Enter the issue description to populate the Description field in the Change screen. If On is selected in the Description as Placeholder field, the text will disappear when the user clicks in the field in the Change screen.

Resolution

Enter the issue resolution to populate the Resolution field in the Change screen.

Results

Enter the text to populate the Results field in the Change screen.

Default Assignee

Select Assignee

Select:

• Unassigned to use Unassigned as the default in the Assignee field in Change records created using the template.

• Author to populate the Assignee field by default with the support representative using the template.

• Other to designate a support representative to populate the Assignee field by default in Change records created using the template.  You can use the Create New  and View/Edit  icons to access the Support Representative Profile screen.

Routing Method

Route Type

Select one of the following for assignment of changes created by the template:

• None to only assign to the support representative specified in the Default Assignee field.
• Load Balanced to select an assignee based on current open change statistics, including weights based on priority.  The available support representative with the lightest overall workload will be selected.
• Round Robin to select an assignee based on the oldest date and time.

If Load Balanced or Round Robin is selected, the Route Type field will appear; select By Name to select among all available representatives, By Group to select among a specified group, By Location to select among those in a specified location, By Skill to use the categorization to select qualified support representatives, and By Location By Skill to select among those in a specified location with qualified skills. See Setting Up Routing and Skills for more information.

If there is no support representative available for a selected method, a change will be assigned to the support representative in the Default Assignee field. If Unassigned is specified in that field, the change will be assigned to the support representative in the Default Assignee field on the Basics tab in the Change Management | Basics screen.

Default Status

Select the status level to populate the Status field in the Change screen. You can use the Create New  and View/Edit  icons to access the Custom Status Labels screen.

Restrict Statuses/Statuses to Display

To designate the status labels that will be available for selection in incidents created by the template, select Yes and then select the labels.

Default Change Type

Select the change type to populate the Change Type field when the template is selected in the Change screen. According to ITIL, change types are characterized as follows:

• A standard change is pre-authorized with an established procedure; examples include new hires, and software upgrades.

• A normal change requires approval and scheduling; examples include a departmental move or purchase of a new company-wide email system.

• An emergency change repairs an error that has a highly negative impact and urgency; examples include the failure of an email server or T1 line. Emergency changes usually require a special approval process and immediate attention.

Custom labels can be defined for change types; you can use the Create New  and View/Edit  icons to access the Change Management Basics screen.

Default Mapping

Click this link to select the impact, urgency, and priority to populate the Impact, Urgency, and Priority fields in the Change screen. You can use the Create New  and View/Edit  icons to access the Impact and Urgency Mapping screen.

Append Reason/Description/Results to Existing Text

Select Yes to add a blank line and the text from the Reason, Description, and/or Results field to existing text when the template is applied to a saved change.

Append Description From Parent

Select Yes to enable the description from a parent (originating) change in a hierarchy to be appended to the description in a child Change record created from it. This will also apply to child Change records created via rules or when the template is applied to a change that is already part of a hierarchy.

Note that if this option is set to Yes for templates on all levels of a multi-tier hierarchy, the lowest level work items could have descriptions built up from many other higher level work items.

The text entered in the work item's description via email or direct entry will be retained when the template’s configured description and resolution are applied. If the Append Description/Resolution to Existing Text option is also enabled for a template, a Change record description would include the text from the template, the text entered via the email, rep, or mySupport customer, and the description from the parent (originating) Change record. 

This setting will be ignored if the template is applied to a Change record that has no parent level Change record (it's not part of a hierarchy).

Enable Category Selection and Require Lowest Level

This field appears if Yes is selected in the Make Available to mySupport field. Select Yes to enable the category picker when the template is used on a mySupport portal. The user will be prompted to select the lowest level category if they have not already done so.

Auto Close Parent

Select Yes to automatically closing the top level work item if all lower level work items in the hierarchy are closed.

Auto Close Parent Status

If automatically closing a top level work item when all lower level work items in the hierarchy are closed, select or create a Closed status label to assign to the top level change that is automatically closed. You can use the Create New  and View/Edit  icons to access the Custom Status Labels screen.

Rule Group

If applicable, select the rule group to apply when the template is selected in the Change screen. The rule group assigned to the template will replace any existing rule groups that may be in effect (for the category or customer). You can use the Create New  and View/Edit  icons to access the Change Rule Groups screen.

Desktop Change Layout

Select the layout containing the fields and tabs that will display when the hierarchy template is selected for a change via the Change screen or a rule. You can use the Create New  and View/Edit  icons to access the Layouts configuration screen. Layouts can also be associated with a category, customer group, support rep group, or change template; the Order of Precedence field in the Change Management | determines which layout to use when more than one reference is applicable (for example, if the logged in rep's primary group has a layout as does the selected category). For categories, the layout found with the lowest level will be used; if a layout is not found at the lowest level the next level up will be checked, and so on up to the top level. If no layout is associated at the top level, the default layout specified in the Layouts screen will be used.

mySupport Display Change  Layout

Select the mySupport change display layout (configured via the mySupport Layouts screen) to apply when changes created by the template are displayed on a mySupport portal.

mySupport Submit Change Layout

Select the mySupport change submit layout (configured via the mySupport Layouts screen) to apply when the template is used on a mySupport portal.

Override Scheduled Implementation Date Defaults

Select Yes to specify minimum, maximum, and scheduled implementation date interval defaults that are different from those specified on the Important Dates tab in the Change Management Feature Basics screen.

Minimum Scheduled Implementation Interval

Enter the lowest number of days (after the Change record open date) to be used in the calculation of the earliest date that can be selected in the Scheduled Implementation field in the Change screen.

Maximum Scheduled Implementation Interval

Enter the highest number of days (after the Change record open date) to be used in the calculation of the latest date that can be selected in the Scheduled Implementation field in the Change screen.

Scheduled Implementation Date Interval

Enter the number of days (after the Change record open date) to be used in the calculation of the date to display by default in the Scheduled Implementation field in the Change screen. You can use the Change Management | Rule Group screen to enable notifications to be sent to specified recipients prior to the Scheduled Implementation date and after the Scheduled Implementation date has been exceeded.

Override Due Date Defaults

Select Yes to specify minimum, maximum, and due date interval defaults that are different from those specified on the  Important Dates tab in the Change Management Feature Basics screen.

Minimum Due Interval

Enter the lowest number of days (after the Change record open date) to be used in the calculation of the earliest date that can be selected in the Due field in the Change screen.

Maximum Due Interval

Enter the highest number of days (after the Change record open date) to be used in the calculation of the latest date that can be selected in the Due field in the Change screen.

Due Date Interval

Enter the number of days (after the Change record open date) to be used in the calculation of the date to display by default in the Due field in the Change screen. You can use the Change Management | Rule Group screen to enable notifications to be sent to specified recipients prior to the Due date and after the Due date has been exceeded.

Override Review Date Defaults

Select Yes to specify minimum, maximum, and review date interval defaults that are different from those specified on the Advanced tab in the Change Management Feature Basics screen.

Minimum Review Interval

Enter the lowest number of days (after the Change record open date) to be used in the calculation of the earliest date that can be selected in the Review field in the Change screen.

Maximum Review Interval

Enter the highest number of days (after the Change record open date) to be used in the calculation of the latest date that can be selected in the Review field in the Change screen.

Review Date Interval

Enter the number of days (after the Change record open date) to be used in the calculation of the date to display by default in the Review field in the Change screen. You can use the Change Management | Rule Group screen to enable notifications to be sent to specified recipients prior to the Review date and after the Review date has been exceeded.