Creating, Editing and Completing Change Requests in Service Hub

Applies to: Service Hub
Module: Work Orders
Affiliation: Service Hub Technicians/Agents

Creating a Change Request

Click Quick Actions
Click Change.
Enter the required Change information.
Save the change request. The ‘Submission’ screen will be displayed
In the Roles section select Edit
Enter your name as the Change Approver. This allows you to approve or reject the change request in the various stages. Leave the other roles alone.
Save the Change request
Refresh the page. Notice that you are now able to Accept or Reject the request in the Submission Phase.
If the remaining information is all correct, click the Accept Button. This will mark the Submission phase complete and open the Planning phase screen.
To enter information, click on Add next to the desired section and enter information. (Roll out and Backout plans required) Click Save within each EDIT box when completed.
Enter the remaining change information required including any downtime with the dates and times.
Click the Approve button when all information has been entered. This will trigger email notifications and move the request into the Implementation phase. If you do not get any negative notifications, you may proceed with the change. This will mark the Planning phase complete and open the Implementation Phase screen. This is where you do the work required to complete the request. You can associate the change with a project, add tasks or work logs.

On the Change Tab, click on the Change to be edited.
This will open the Change request, displaying the current phase of the change. The current phase can be modified as needed and saved.
If you need to modify a prior Phase. Change the status of the current phase to Request for more Information. This will move the Change request back to the Phase prior to the current Phase where you can make modifications.
If you need to go back another phase, change the status of the current phase to Request for more Information again and this will move the Change request back to the Phase prior to the current Phase where you can make modifications. The Change then needs to go through the proper Acceptance steps move to the next phase

Select the Change request from the main listing.
Click on the Actions tab
Select Associate Work Orders from the drop down list. This opens the Associate Work Orders to Change pop up window.
Click the box next to the Work Order(s) to be associated to the change.
Then click on the Associate Work Orders Box. You can see which Work Orders are associated with a change by clicking the Work Orders tab on the Planning tab.

This opens the Work Order list window and displays the Work orders associated with the Change

Once the change has been implemented/completed, click the Complete button on the Implementation screen. This will open the Close phase screen.
Select the appropriate closure code (Cancelled, Deferred, Failed, Partial complete, Successfully completed). Enter closing comments, and save.
When the request is ready to be closed click the Complete button on the Close screen. This will close the request, and send notifications.