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Proximity – Managing Change Requests

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Your Proximity dashboard provides a collapsible list of open change requests. To expand the list, click the "down" arrow button in the "Open Changes" list header (the list is collapsed by default).


The "Open Changes" list provides details about each open change request, including its Ticket ID, Priority, Description and number of days since it was opened and updated. Clicking on a change request entry opens the Change Details page for the change request, allowing you to view the change request details, add notes, and add or download file attachments.

The Proximity dashboard also displays an "Open Changes" gauge, representing change request types using color-coded Priority or Status values. To change the gauge display, click the Priority/Status buttons above the color-coded indicators.

The Priority value (Critical, High, Medium, or Low) reflects a combination of the change request's Impact and Urgency values.

Status values for change requests include:
  • Draft
  • Planning In Progress
  • Implementation In Progress
  • Pending
  • Request For Authorization
  • Request For Change
  • Scheduled
  • Scheduled For Approval
  • Scheduled For Review
Click the summary count at the center of the "Open Changes" gauge to navigate to the "Changes" tab of the Proximity Support page.

Creating New Change Requests

To create a new change request entry:
  1. Click CREATE NEW in the persistent header at the top of the page, and select "Change" from the resulting menu. The Create New Change Request page appears.


  2. Click the "Scheduled Start Date" field, and use the date/time selector to set the desired start date and time values for the change request, in mm/dd/yyyy hh:mm AM/PM format.

  3. Click the "Scheduled End Date" field, and use the date/time selector to set the desired end date and time for the change request, in mm/dd/yyyy hh:mm AM/PM format.

  4. Select the risk level for the change from the "Risk Level" drop-down list. Available values include Very Low, Low, Medium, High, and Critical.

  5. Select the change request impact from the "Impact" drop-down list.

  6. Select the change request's urgency from the "Urgency" drop-down list.

    7. Note: A change's Impact and Urgency values are combined to determine the change's Priority value, as reflected at the Proximity dashboard and the Support page "Changes" tab.

  7. To notify other users of changes to the change request by email, enter one or more email addresses in the "Cc Emails" field, separated by commas (254 or fewer characters).


  8. Enter a short (100 or fewer characters) description of the change in the "Description" field.

  9. Enter any necessary or helpful details for the change in the "Details" field.

  10. Select one or more configuration items (CIs) associated with the change from the "Configuration Items" list by clicking the associated checkbox(es). To filter the list of available configuration items according to type or data center, select the desired filter value from the drop-down menu above the list.

    To perform a real-time search on the configuration item list, enter the desired search terms in the "search" field above the list. Proximity automatically filters the displayed list based on your entered search terms. You can search and filter your list based on any of the displayed column values in the list.

  11. To add a file attachment to the change request, either drag and drop the desired file into the "Attachments" section, or click CLICK TO SELECT FILES and browse to locate and select the desired file.

  12. Click CREATE CHANGE REQUEST to create the change, or CANCEL to cancel the operation.

    13. The new change request appears on the Support page "Changes" tab, detailed below. The "Signatory Approval" value of new change requests is set to "Pending," indicating that they await approval or rejection by Users with "Approve Changes" (signatory approval) permissions.

Viewing Change Requests and Change Details

Change requests are listed on the "Changes" tab of the Proximity Support page. To view your change requests:
  1. Click Support in the Proximity navigation pane at the left side of the page.

  2. Select the "Changes" tab.

The "Changes" tab list provides the following information about each change request:
  • Ticket ID
  • Priority – Critical, High, Medium, or Low, derived from the change request's Impact and Urgency values
  • Status – the change request's current status condition. Change request status values include:
    • Draft
    • Request For Authorization
    • Request For Change
    • Planning In Progress
    • Scheduled For Review
    • Scheduled For Approval
    • Scheduled
    • Implementation In Progress
    • Pending
    • Rejected
    • Completed
    • Closed
    • Cancelled
  • Signatory Approval – the change request's current approval status
  • Summary – description of the change request
  • Assigned Group – the name of the group to which the change request is assigned
  • First Name – the first name of the person that submitted the change request
  • Last Name – the last name of the person that submitted the change request
  • Configuration Items – names/nicknames of configuration items associated with the change request
  • Submitted – the amount of time that has elapsed since the change request was submitted
  • Start and End Date – the scheduled start and end dates for the change request, or the time elapsed since the end date.

Filtering and Searching Your Change Requests

To filter your list to display all change requests, only open change requests, or only closed change requests select All Changes, Open Changes, or Closed Changes from the drop-down menu above the list. By default, the list displays open changes.

To filter your list of change requests according to a date range or time period in which they were submitted, click the "Date range" field above the list. The Date range pop-up window appears.



To perform a real-time search of your change requests:
  • Enter the desired search terms in the "Search" field above the list. Proximity automatically filters the displayed list based on your entered search terms. You can search and filter your list based on any of the displayed column values in the list.

    OR

  • Select "Change Requests" from the "Search" field drop-down list in the persistent header at the top of the Proximity page, and enter your desired search terms in the "Search" field. You can search and filter your list based on any of the change request's displayed column values.

Downloading Your List of Change Requests

Displaying/Hiding Change Request List Columns

Viewing Change Request Details

To view a change request's details, click the desired entry in the "Changes" tab list. The Change Details page appears.


The Change Details page provides the following information about the change request:
  • Ticket ID
  • Priority – Critical, High, Medium, or Low, derived from the change request's Impact and Urgency values
  • Status
  • Assigned Group
  • Location Company
  • Submitted – the amount of time since the incident was opened
  • Scheduled Start Date
  • Scheduled End Date
  • Signatory Approval – the current approval status of the change request
  • Config. Items – Configuration items (CIs) associated with the change request. Click the hyperlinked CIs to navigate to each item's CI Details page.
  • CC Emails – user email addresses to receive change request notifications
  • Any Notes and Attachments

Adding Notes and Attachments

To add a note to the change request:
  1. Enter the desired note text in the "Add a note…" field at the top of the page.

    1. To submit a file attachment with the note, click the "paper clip" icon to the right of the "Add a note…" field, and browse to locate and select the desired file.

  2. Click + to add the note to the change request.

    3. The new note will be displayed on the Change Details page. If an attachment has been submitted with the note, "attachment info" and "download" icons are displayed below the note.

Downloading Attachments

To download a note's file attachment, click the "download" icon below the note, and select the desired target location for the attachment.

Approving or Rejecting Change Requests

Users with "Approve Changes" (signatory approval) permissions are able to approve or reject pending change requests. To do so, click the down arrow to the right of "Pending" in the "Signatory Approval" field, and select Approve or Reject from the resulting menu.

Once a change request is approved or rejected, its approval status can no longer be modified.





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