Change Enablement: Frequently Asked Questions (FAQs) on Change Process using TeamDynamix

Overview

Audience: Technicians on TeamDynamix

This articles lists common question regarding the TeamDynamix process, form, approvals, etc for the Change Enablement process. Linked resources are for how-tos. 

General Questions about Change Enablement

Answer: Change Enablement is a structured process that ensures all significant changes to IT systems, services, or infrastructure are properly assessed, authorized, scheduled, implemented, documented, and communicated to minimize risk and disruption.

Answer: A Change Request should be initiated when a change is necessary, carries risk, or impacts users, systems, services, or infrastructure. Routine work may not require a formal request unless it meets these criteria.

Answer: CAB is a group of IT and business representatives who review and approve significant changes during weekly meetings, ensuring changes are safe and well-coordinated.

Answer: If a change fails, the rollback plan is executed to restore the original state. Documentation of the outcome is required for auditing and continuous improvement.

Answer: Communication plans are developed as part of the change request, and changes are published on the Change Calendar for Technicians to see. Stakeholders are notified before, during, and after implementation based on the impact.

Answer: 

You are responsible for:

• Submitting accurate information
• Implementing the change
• Recording results
• Tracking your ticket status

Questions Specific to Change Form

Answer: You have to have the Technician security role on TeamDynamix first. The best access point is from the Change Calendar on change.uark.edu. 

Answer: Only Technicians with the appropriate security role in TeamDynamix can access and submit Change Request forms.

Answer: No. It is a standard TeamDynamix ticket that is classified as a change.

Answer: 

• Standard (Pre-approved): Low risk, repeatable
• Normal: Requires review and often CAB approval
• Emergency: Urgent, expedited approval path

Answer: Use the Change Calendar tool in TeamDynamix to view all approved and scheduled changes before submitting your request

Answer: If this is going to be repeated work, the least path of resistance is to create a Change Template. This is the same as creating a New Ticket Template. 

1. Open the ticket details
2. Select Actions
3. Select Create Change Template
4. Fill out Template Name and Template Visibility
5. Set Form to Change Form. This will update the rest of the form with the copied information of the previous change request
6. Clear any fields that you do not want in copied change requests, such as Requestor
7. Clear these fields:
   1. Scheduled Start Time
   2. Scheduled End Time
   3. Change Status
   4. Status
8. Select Save

When a template is created a new form field, Template, will appear towards the top of the Change Form. Select the Template you wish to use and update as needed, including the Proposed Start Time and Proposed End Time. 

Answer: If it is a one off copy, use Copy Change:

1. Open the ticket details
2. Select Actions
3. Select Copy Change
4. Update the ticket as necessary
5. Fields that need to be cleared:
   • Scheduled Start Time
   • Scheduled End Time
   • Change Status
   • Contact
   • Status

Answer: 

1. Depending on the change type the routing goes to different approvers: Emergency to supervisor, Normal to CAB, and Standard / Preapproved to Change Manager
2. The Change Manager reviews it
3. It goes through approval
4. It is scheduled and placed on Change Calendar
5. Technician is assigned "Deploy the approved change"
6. Change is implemented and document results
7. Mark the Deploy task as Complete
8. Mark the success of the Results and the ticket automatically closes

Answer: This depends on where in the automation process it is at.

Before a task is assigned, the ticket can be reassigned to another technician like any other ticket:

1. Open the ticket details
2. Select Actions
3. Select Reassign Change. This open a pop up window with a form
4. Type in Technician's name or email address in the New Responsibility field
5. Select Save

If a task has already been assigned, both the ticket and the task(s) need to be reassigned. Follow the previous directions and the following:

1. From the ticket details view, under the section Current Activities, select Edit. This will open the Edit Ticket Task window
2. Clear the Responsible field
3. Type into the Responsible field the Technician's name or email address
4. Select Save towards the top of the page

Answer: To add someone to notifications of updates, they must first be added as a Contact:

1. Open the ticket details
2. Select the People tab
3. Select the Contacts field and type in a name or email address
4. Select + Add
   

Once added as a Contact to the ticket, you can then add those people to notifications of updates to the change tasks:

1. Open the ticket details
2. From the Current Activities section, select Update
3. Complete the form as needed. Then in the Notification field select from the drop down menu
4. Select Save
   
    

Answer: By using the Parent-Child relationship on TeamDynamix. The Parent-Child feature allows technicians to link tickets across classifications (service, incident, change, and problem) to organize complex work. This creates a hierarchy with a single parent ticket and one or more associated child tickets. Here is documentation on Getting Started with Parent / Child Tickets.

Need Help?

Need more information? Check the Related Articles or Related Services sections on this page (side or at the bottom) for additional resources that might help. 

• Submit a UARK IT Help ticket for access issues.
• Submit an IT training request for personalized support from the IT Training and Outreach.
• (For Help Desk Use) Responsible Group: Change Enablement group or the IT Change Manager

If this article needs to be updated, please leave feedback on this article and it will notify the owner of the article.