Are the managers also using the progress bar? Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB Sent: Wednesday, May 19, 2010 9:25 AM To: arslist@ARSLIST.ORG Subject: Re: ******** Change issues Classification > "Timing" "Timing Reason" etc. ** Hi Thanks to all who replied it is appreciated. I tested the Latent change and if I use the Process Flow bar to go through the phases it automatically change the status to Successfully Completed which is great. Now if the change manager tries to close the change they get the following message which prevents them closing it. ERROR Chane Timing will be automatically set to Expedited since Requested Date is before Earliest Start Date. (ARNOTE 45514) Earliest Start Date 18 May 2010 03:01:41 PM Requested Start Date 18 May 2010 09:00:00 AM Scheduled Start Date 18 May 2010 09:00:00 AM Actual Start Date 18 May 2010 09:00:00 AM Submit Date 18 May 2010 03:02:05 PM Requested End Date 18 May 2010 11:00:00 AM Scheduled End Date 18 May 2010 11:00:00 AM Actual End Date 18 May 2010 11:00:00 AM What am I doing wrong here? Regards Enslin van Blerk ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: 19 May 2010 02:02 PM To: arslist@ARSLIST.ORG Subject: Re: ******** Change issues Classification > "Timing" "Timing Reason" etc. What I would ask here is What does it mean to Approve or Reject a Latent change? If I Approve, OK, it is already done so what differnce does it make? If I Reject, problem, it is already done so what difference does it make? If a reject means you want to undo the change -- really, what you are doing is making ANOTHER change. The first change happened. You are now making another one to change back. In a Latent Change, the concept of approval doesn't make sense. You may want NOTIFICATION to appropriate people to occur because they didn't get advance notice in the form of approval and need to be told that the change occurred (for awareness at least and maybe to decide whether to request a change back). The point here is not to try and use approval for notification purposes but for approval purposes. Use Notification for notification purposes. Now, the question might be how do I have the appropriate notifications go out for Latent Change.... That is a different question (and not one I have the answer for). Doug Mueller ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: ******** Change issues Classification > "Timing" "Timing Reason" etc. ** My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB <evanbl...@mweb.com<mailto:evanbl...@mweb.com>> wrote: ** Hi I require your assistance please. I don't really work with the Change management module thus I am a bit in the dark here, asking this question. We have occasions where people will do a change in production and then 3hours later, they want to log the change and resolve it etc. According to what I found in the documentation these changes can be logged as a Latent Change and will then close automatically. We can use this but it is not always the case and sometimes for record purposes we still require people to approve. People log tickets as an emergency in these situations and because this was logged as an emergency we cannot close the ticket because it was logged after the actual start dates. First we get a message, telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. I will save it as expedited, enter the times for actual start/end date. Then it will tell me, Only Latent changes can have actual start dates that come after the infrastructure change submit date. At this point we have values in "Earliest Start Date" and "Submitted Date" If we try to save the timing field to latent we just receive ARNOTE again telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. We are not able to close this change with the correct times now, what can we do with these situations? Regards Enslin ________________________________ [%20]<http://www.mweb.co.za/productsservices/> This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer<http://www.mweb.co.za/disclaimer> - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. 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