Change Management Parameters

The following slice configuration parameters are applicable to the Change Management process in the application. They are classified under Parameter Category Change Management in the Manage configuration parameter form.

CHG_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS

This parameter allows the administrator to configure to view or hide the workflow actions based on the configured ticket status.

Title	Description
ID	1056
Parameter Name	CHG_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS
Parameter Description	Set values for status at which to restrict viewing the workflow related actions of a change request..
Default value	Closed
Valid value	Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted
Impact Area	Change Request workflow actions
Appears on Interface	All users

NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED

This parameter sets the reminder period for Approved Changes that have not been implemented.

Title	Description
ID	133
Parameter Name	NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED
Parameter Description	Sets the Time Interval (in Hrs.) to be kept between notifications that are sent to Assigned Group or Assigned Individual for Approved change requests that have not been completed as planned. A notification will be sent as an alert to the Assigned Group and Assigned Individual about the pending change, when the set time interval has elapsed after the Planned End Date of a change implementation. If two reminders have already sent to the assigned individual, then further reminders go to the Manager of assigned individual.
Default value	24 hours
Valid value	Number (time in hours)
Impact Area	Change Approval Process Communications
Appears on Interface	Not visible on GUI

TIME_BEFORE_OUTSTANDING_CHANGE_REQUEST_APPROVAL_CHECK

This parameter controls the ‘Pending Approval Reminder’ notification for a planned change.

Title	Description
ID	134
Parameter Name	TIME_BEFORE_OUTSTANDING_CHANGE_REQUEST_APPROVAL_CHECK
Parameter Description	Set a time interval (number of hours before the planned Start Date and Time) of a change request, to send reminder notification the Assigned to Individual and Assigned to Group. The notification informs the recipients that although the planned start date is coming soon, the ticket has not been approved. It may not be possible to start work as per planned start date. The notification is sent at the set duration before the Planned Start Date for the change request.
Default value	2 hours
Valid value	Number (time value)
Impact Area	Change Approval process communications
Appears on Interface	Ticket activity and communication history

NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS

This parameter controls the interval at which Outstanding Approval Reminders are sent.

Title	Description
ID	135
Parameter Name	NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS
Parameter Description	Set the Time Interval (in Hrs.) between successive reminder notifications to Approvers for outstanding approvals. Reminder Notifications are sent out to the Approver(s) at the set interval until the approver attends to the Outstanding Approval.
Default value	24 hours
Valid value	Number (time value)
Impact Area	Service Request and Change Approval process communication
Appears on Interface	Not visible on GUI

CHG_INITIAL_TYPE

This parameter manages the Change Type field on a new change request.

Title	Description
ID	979
Parameter Name	CHG_INITIAL_TYPE
Parameter Description	This parameter sets the initial change type for a new change request. When a new change request is saved for the first time, the value for the Change Type field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator.
Default value	Standard
Valid value	Dropdown Options
Impact Area	Ticket Lifecycle workflow
Appears on Interface	Agent

CHG_INITIAL_STATUS

This parameter manages the Status field on a new change request.

Title	Description
ID	147
Parameter Name	CHANGE_INITIAL_STATUS
Parameter Description	This parameter sets the initial status for a new change request. When a new change request is saved for the first time, the value for the Status field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator.
Default value	New
Valid value	Dropdown Options
Impact Area	Ticket Lifecycle workflow
Appears on Interface	Agent

CHG_INITIAL_REASON_CODE

This parameter manages the Reason Code field on a new change request.

Title	Description
ID	148
Parameter Name	CHG_INITIAL_REASON_CODE
Parameter Description	This parameter sets the initial Reason Code for a new change request. When a new change request is saved for the first time, the value for the Reason Code field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator.
Default value	Blank
Valid value	Text
Impact Area	Ticket Lifecycle workflow
Appears on Interface	Agent

CHG_INITIAL_PHASE

This parameter manages the Phase field on a new change request.

Title	Description
ID	155
Parameter Name	CHG_INITIAL_PHASE
Parameter Description	This parameter sets the initial Phase for a new change request. When a new change request is saved for the first time, the value for the Phase field is automatically set to the Default value set in this parameter or a value that is specified by the Administrator.
Default value	Blank
Valid value	Text
Impact Area	Ticket lifecycle workflow
Appears on Interface	Agent

CHG_DISABLE_USER_EDITING_TICKET_STATUS

This parameter controls ability of Analysts to edit change tickets in specified statuses.

Title	Description
ID	295
Parameter Name	CHG_DISABLE_USER_EDITING_TICKET_STATUS
Parameter Description	Set values of Status at which to restrict editing of a change request. Any change requests in the Default specified statuses or status that is specified by the administrator in this parameter cannot be edited. The ticket can be accessed in read-only mode.
Default value	Resolved and Closed
Valid value	Text from lookup options
Impact Area	Change Request updates
Appears on Interface	All users

CHG_REQUESTER_REPLY_STATUS

This parameter manages the Status that gets applied when as Requester replies to or updates a change ticket.

Title	Description
ID	782
Parameter Name	CHG_REQUESTER_REPLY_STATUS
Parameter Description	This parameter defines the Status value to be set on the change request when an email response is received from ticket’s Requester or Requested For contact or it is manually updated by a self-service user. It enables the administrator to specify a status to automatically update the Status of the change request based on the Email interaction with the Requester or Requested For user or based on the manual update by Self-Service User.
Default value	Blank
Valid value	Text (dropdown options)
Impact Area	Change Ticket – Status field
Appears on Interface	Analysts

CHG_REQUESTER_REPLY_REASON_CODE

This parameter manages the Reason Code that gets applied when a Requester replies to or updates a change ticket.

Title	Description
ID	611
Parameter Name	CHG_REQUESTER_REPLY_REASON_CODE
Parameter Description	This parameter defines the reason code to be set on the change request when an Email response is received from ticket’s Requester or Requested For contact or it is manually updated by an end user. It enables the Administrator to provide a text (for example, Responded by User) to be automatically populated in the Reason Code field of the change request, to indicate Email interaction with Requester or Requested For or manual update by the end user.
Default value	Blank
Valid value	Text
Impact Area	Change ticket - Reason Code field
Appears on Interface	Analysts

CHG_ENABLE_CUSTOM_FIELDS

This parameter controls the ability to display custom fields on change tickets.

Title	Description
ID	700
Parameter Name	CHG_ENABLE_CUSTOM_FIELDS
Parameter Description	If the parameter is set to Yes, the Additional Information tab on the change request, along with Custom Fields associated to the Change Ticket displays. Setting the parameter value to No hides the Additional Information tab disables the ability to capture information for Custom Fields on a Change Ticket.
Default value	Yes
Valid value	Yes/No
Impact Area	Change Ticket- Additional Information tab
Appears on Interface	Analysts

CHG_INITIAL_PRIORITY

This parameter sets the default Priority value for change tickets.

Title	Description
ID	884
Parameter Name	CHG_INITIAL_PRIORITY
Parameter Description	Set the Default Priority for a new change request. The system default is Medium (Code 3), which represents the most common value users can assign and requires user to change it only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Priority field. Administrator can specify any other valid priority value, which is based on the needs of the User organization.
Default value	Medium
Valid value	Dropdown Options
Impact Area	Change Ticket- Priority field
Appears on Interface	Analysts

CHG_INITIAL_SOURCE

This parameter sets the default Source value for change tickets.

Title	Description
ID	885
Parameter Name	CHG_INITIAL_SOURCE
Parameter Description	Set the default value for Source for a new change request. The default value is Web (Code 4). The Default initial Source represents the most common mode of user interaction with Service Desk. It requires Agent User to change the value only if necessary for a specific ticket. Administrator can specify any other valid value for the Source field, which is based on the most common mode of interaction for the user organization.
Default value	Web
Valid value	Dropdown options
Impact Area	Change Ticket- Source field
Appears on Interface	Analysts

CHG_INITIAL_URGENCY

This parameter sets the default value for Urgency on new change tickets.

Title	Description
ID	886
Parameter Name	CHG_INITIAL_URGENCY
Parameter Description	Set the default value for Urgency for a new change request. The default value is medium (Code 2). The default initial value for Urgency represents the most common value that the users can assign and requires a user to change the value only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Urgency field. The Administrator can specify any other valid Urgency value that is based on the needs of the User organization.
Default value	Medium
Valid value	Dropdown options
Impact Area	Change Ticket- Urgency field
Appears on Interface	Analysts

CHG_INITIAL_IMPACT

This parameter sets the default value for Impact for a new change ticket.

Title	Description
ID	887
Parameter Name	CHG_INITIAL_IMPACT
Parameter Description	Set the default value for Impact for a new change request. The default value is medium (Code 2). The default initial value for Impact represents the most common value users can assign and requires user to change it only if necessary for a specific ticket. Default initial value also ensures proper functioning of processes which cannot accept a Blank Impact field. The Administrator can specify any other valid Impact value that is based on the needs of the User organization.
Default value	Medium
Valid value	Drop-down Options
Impact Area	Change Ticket- Impact field
Appears on Interface	Analysts

CHG_ENABLE_APPROVAL_ROUTING

This parameter manages setting up of Multi-Level Approval and Approval Routing workflow.

Title	Description
ID	907
Parameter Name	CHG_ENABLE_APPROVAL_ROUTING
Parameter Description	Setting the value to Yes, enables configuring multi-tiered approval routing workflow processes for change requests. When enabled, the change request displays the Approval tab with the relevant details such as Approval Phase, Names of Approvers and Reviewers, Status of Approval, Decisions and so on. In addition, workflow actions that are configured by the administrator for submitting change requests for approval and withdrawing change from approval can be accessed in the Action for the ticket. Notification and reminders related to the approval process is sent to approvers and reviewers and other participants as per workflow configured. approvers and reviewers can view My Outstanding Approvals information and interact to record their decisions. Set the parameter value to No to disable and Hide all the above approval-related functions and features.
Default value	Yes
Valid value	Yes/No
Impact Area	Change Approval Process
Appears on Interface	Analysts and Admin

CHG_WORKLOG_REQUIRED_FIELDS_LIST

This parameter controls which fields on the change worklog section are marked as Required field before a change ticket is saved.

Title	Description
ID	928
Parameter Name	CHG_WORKLOG_REQUIRED_FIELDS_LIST
Parameter Description	Set the worklog fields which you would like to mark as required fields when adding a worklog for change tickets. The fields that are specified as mandatory, it requires the user to provide a value compulsorily. If the value is not available, a message asking the user to provide the value before saving the Ticket record.
Default value	Blank
Valid value	Available Checkbox options
Impact Area	Change Ticket- Worklog fields
Appears on Interface	Analysts

CHG_DEFAULT_ASSIGNMENT_GROUP

This parameter controls the display of the Requested on Behalf of tab in change tickets.

Title	Description
ID	930
Parameter Name	CHG_DEFAULT_ASSIGNMENT_GROUP
Parameter Description	Set the default support group to which incoming change requests get assigned, when no assignment rules get executed. The change request gets assigned to the identified group, the Assigned To Group field gets set, and the Status is set to the default initial status. The Change Ticket is then visible to the members of the Assigned Group in the Ticket List (change request List and Ticket List under Home). The Administrator can specify any support group ID to which all new change requests get assigned for processing.
Default value	1
Valid value	Group ID
Impact Area	Change Ticket- Assigned Group field
Appears on Interface	Analysts

CHG_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS

Title	Description
ID	952
Parameter Name	CHG_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
Parameter Description	Sets the initial source (origin) for a new change request created through conversion of incoming emails.
Default value	E-Mail
Valid value	Pager, Phone, Walk-in, Web, Demo, Chat, Scratchpad, Mobile
Impact Area	Change Ticket - Source field
Appears on Interface	Analysts, Administrator

CHG_DISABLE_USER_EDITING_AFFECTED_CI_AND_LOCATIONS

Title	Description
ID	699
Parameter Name	CHG_DISABLE_USER_EDITING_AFFECTED_CI_AND_LOCATIONS
Parameter Description	Controls whether or not to allow users to edit the values for Affected Configuration Items (CI) and Affected Locations for change requests.
Default value	Yes
Valid value	Yes/No
Impact Area	Change Ticket - CIs Affected and Locations Affected fields
Appears on Interface	Analysts, Administrator

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