University of Connecticut

University Information Technolgy Services

Help Center - UITS

CA - Unicenter Service Desk (USD)
Change Management Training

1. To log in to the problem and change management system (USD), type the following URL http://help1.uits.uconn.edu using your preferred web browser.

   

2. Click on the button.

   

3. Type in your NETID and your NETID Password and click Login.

Change Order tickets

Creating a new change ticket:

1. From the main screen Service Desk tab, click on File and then choose New Change Order from Template from the drop down menu.

   

2. Click on CHANGE ORDER to select the change order template.

   

3. Fill out all the required information.

   NOTE: Information should be entered into the following fields; fields highlighted in green are required fields and must be filled out.

   • Requester: Person requesting the change.
   • Affected End User: Identifies the customer, group or building location experiencing the change.
   • Category: Choose the category that best identifies the change.
   • Status: Indicates the current status of the change.

     Backout	Change did not go production. Technician decided to back out and not complete the change.
     Cancel	Change was cancelled.
     Closed	Change has been closed.
     Monitoring	Change took place but is still being monitored.
     Create a charter	Used for project management to open a charter.
     On-Going	Change is taking place over a period of time.
     Hold	Change has currently been placed on hold.
     Open	Change is currently being worked on.
     Closed – Unsuccessful	Change was not successful and change order has been closed.

   • Priority: Indicates precedence.

   1	Urgent	Takes precedent over any other change
   2	High	Efforts to resolve should be applied quickly
   3	Medium	Apply a resource to prevent escalation of an issue
   4	Low	Should be resolved last
   5	None	None Defined

   Items under the Detail bar:

   • Created by: Shows the technician/analyst that created the change ticket.
   • Assignee: Identifies the UITS staff person who assumed responsibility for the change request.
   • Group: The UITS group (or organization) that assumed responsibility for the change request, the Assignee must be associated with this group. Individuals may be assigned to one or more groups. This is a required field.
   • Impact: Defines the impact to the production system. This is a required field.

     Emergency	Emergency change to fix a problem.
     Enhance	A change being made to enhance a service.
     Maintenance	Normal maintenance being applied to a system or network.
     None	Change will not impact production.
     Prodprob	Production problem
     Upgrade	An upgrade to a system or the network is being performed.

   • Active? - System generated.
   • Need by Date: Date change is scheduled to take place. This is a required field.
   • Call Back date/time: Date/time ‘reminder’ to call back customer.
   • Root Cause:

     Hot Issue	Represents a major system outage
     Information	Customer is looking for information
     Problem	A problem is being reported
     Request	A request for work to be performed
     Training	Identifies a need for education

   • Organization: This is the organization of the requestor.
   • Project: This ties the change to a project. This may be used in the future.

   Items Provided Under the Summary Information Bar:

   Order Summary: Brief description of the change.

   Order Description: Detailed description of the change.

   CHANGE TEMPLATE NEEDS TO BE FILLED IN:

   * STAFF REQUIREMENTS:
   Who will be available during/after change? >
   Who is to be contacted if there are problems? >
   For how long will staffing be available? >

   * PREDICTED EFFECTS ON SERVICE DURING /AFTER CHANGE:
   Duration of downtime? >
   Change in service expected during/after change. >
   Who / how many might be affected. >
   What service or systems will be impacted by the Change >
   What users will be impacted by the Change >

   * WEB PAGE UPDATE - Number __
   (1) > YES
   (2) > NO
   Verbiage for Status Page:

   * END-USER VISIBILITY - Number __
   (1) > No/low visibility.
   (2) > moderate visibility
   (3) > highly visible

   * POTENTIAL SERVICE DISRUPTION - Number __
   (1) > No disruptions (or less than 10 users).
   (2) > Could affect 100 users or single department
   (3) > Could affect more than 100 or multiple departments

   * CRITICAL DEPENDENCY - Number __
   (1) > Multiple individuals can implement and respond to problems.
   (2) > More than one individual can implement and respond to problems.
   (3) > Only one individual can implement and respond to problems.

   * NUMBER OF AREAS AFFECTED - Number __
   (1) > Change is localized to a single area.
   (2) > 2 or more areas may be affected.
   (3) > 3 or more areas affected.

   * REQUIRED TIMING OF THE IMPLEMENTATION - Number __
   (1) > Change may be done at anytime.
   (2) > Change must be done within a specific timeframe.
   (3) > Change must be done immediately.

   * BACKUP & RECOVERY
   ( If brief enter here, If lengthy attach a document)

   Items automatically updated by the system:

   Open Date: Date that the change was opened.
   Actual Start Date: Date that the change will be started.
   Resolve Date: Date that the change was resolved.
   Close Date: Date that the change ticket was closed.
   
4. After entering all information, click the button located at the top of the screen.

   

5. After saving the ticket, you will receive a message that the save was successful followed by the change ticket number, as shown in the screen above. (

Searching for a Change Order:
NOTE: There are several ways

You can view All assigned and unassigned change orders using the Scoreboard.

If a Change is assigned to you, click on the + sign next to “My Queue” to expand the list of items and then click on “My Change Orders”.

To view Changes assigned to others click on the + sign next to “Change Orders” then click on the + sign next to Assigned or Unassigned.



1. From the Change Order List screen, choose the change ticket you want to view by clicking on the underlined number in blue.

   

2. If you do not own the ticket (it is assigned to someone else) you can search for the ticket by clicking on the Search tab and choosing Change Orders from the drop down menu. This will open the Change Order Search window as shown below.

   

3. To search for a particular ticket:
   1. Make sure the main problem search window displays Change (other options are by assignee, group, status, etc.)
   2. Type in the ticket number in the text box to the right of the Change status. Be sure to type in the entire ticket identifier, including the prefix (for example, CO123).
   3. Click the Go button to view the ticket.
      ()

Editing a Change Ticket

1. Open a ticket using the search information. Click on the button to work on the ticket.

   

2. Make the changes you desire, then click the button.

   

3. A message, Save Successful, followed by the ticket number and a message that the ticket has been updated will appear on the screen. ()

Updating and/or Logging a Comment

The Activities menu allows you to perform several different functions, such as updating the status of your tickets, logging comments in your tickets, and transferring your tickets to another assignee or group.

1. To update a ticket click on the Activities menu and choose Update Status from the drop down menu. You will see the following screen.

   

2. To update the status of a ticket, click on New Status and choose the appropriate status for the ticket. You can then add more information or the reason why you are changing the status of the ticket in the User Description box. When you are finished, click on the button.

   

3. To log a comment in the ticket from the main screen click on the Activities menu and then choose Log Comment from the drop down menu. The Create New Activity for Change Order xx (where ‘xx’ is the change order ticket number) screen will appear as shown below.

   

4. Enter in your comments under the User Description Field and then click the button.

Manual Notification to an Individual(s)

The manual notify option allows you to electronically notify a person or group that they have a ticket assigned in their name/group.

1. From the main window, click on the Activities menu and then choose Manual Notify from the drop down menu.

   

2. Click on to choose the person you want to notify.

   

3. Type the last name of the person and then click the to locate their name.

   

4. Highlight the name of the person you want to notify by clicking on their name. Click the double arrows () to add them to the contacts screen. Now click the button to bring up the Manual Notification screen shown below.

   

5. You should see the persons name populated in the Recipents window. If you want to notify more then one recipient, repeat the steps. Once you have all the people you want to notify listed in the Recipents window click on the to send the notification.

Manual Notification to a Group

1. As before, click on the Activities menu, choose Manual Notify from the drop down menu and click the button to choose the group you want to manually notify.

   

2. In the Contact Search window under the Contact Type drop down menu choose Group and then click the button.

   

3. Scroll through the contact list menu and highlight the group you want to notify. Click the double arrows () to add them to the contacts screen. Now click the button.

   

4. You should see the group populated in the Recipents window. If you want to notify more then one group, repeat the steps. Once you have all the groups you want to notify listed in the Recipents window click on the to send the notification.

Transferring a Ticket to Another Assignee or Group

1. From the main ticket screen choose, Transfer from the Activities drop down menu.

   

2. If you would like to transfer the log to a New Assignee within the same group, select (highlight) a New Assignee and select the name of that person from the list presented. If you would like to transfer the log to someone in a different group, select (highlight)or the New Group option. Click the button.

Miscellaneous Change Ticket Information

What are all the tabs at the bottom of tickets?

For Change tickets here is a brief explanation of the tabs:

1. Properties - You can list hardware, software, and/or services that will be affected by this change.
2. Workflow Tasks - Is not used at this time
3. Config. Items If there are assets that are linked to an asset that is in this change then the other assets linked to this asset will show up.
4. Activities – Shows the history of the change such as status changes, transfers, logged comments, changed information in the change order. It also shows the initial creation of a ticket. It shows the time and date that all activities took place.
5. Related Orders – This will show a list of related change orders if any.
6. Service Type – Not being used at this time.
7. Incidents / Problems – This will show any incidents or problems that are related to this change.
8. Event Log – Used for workflow. Not being used at this time.
9. Costs / Plans – Not being used at this time.
10. Attachments – This will list any documents that are attached to this change order.

Attaching a Document to a Change Order

1. Edit the change ticket and then click on the number 10. Attachments tab then click the button.

   

2. Click the button and locate the document you want to attach.

   

3. Once you locate the document click on Open to add the path to the document.

   

4. Now click on the to upload the document to the change ticket.

   

5. You should see a message indicating that the file was successfully uploaded. Click OK to complete the process.

   

6. If the file uploaded correctly you will see the document displayed under the Attachment List tab.

If you have additional questions concerning how to use the USD system please call the UITS Help Center at 860-486-4357 (option 3) or email them at helpcenter@uconn.edu and ask them to open a ticket for the USD group. Give them a brief explanation of what you would like assistance with and be sure to get the ticket number before hanging up in case you need to contact us back.