A change is a modification of the information system’s infrastructure.
A change can be created either from a ticket form or a problem form, in tab Changes, or from menu Assistance > Changes.
The form to create a change is similar to the ticket creation form and shares with it many terms: requester, watcher, assigned to, status, urgency, impact, priority, category. For more information see Manage tickets. The validation process is also the same as tickets in order to allow preliminary validation of the change (tab Validations).
Once the change is created, it is possible to attach tickets but also impacted items (tab Items). An analysis phase (tab Analysis) consists in describing impacts and controls list in order to implement this change through a deployment plan, a backup plan and a checklist (tab Plans).
Same as tickets, task, costs and solution allow to follow and solve the change. For complex changes management, a change can be linked with one or several projects allowing a mode detailed management (Manage projects).
Changes use their own notifications (see configuration of email follow-ups).
The different tabs¶
This tab contains impacts and check-lists in order to implement the change.
This plan contains deployment plans, backup plans and check-lists.
This tab allows to attach a project to the change and displays already attached projects.
The summary table contains for each project status, opening or closing dates, priority and supervisors.
This tab allows to describe the resolution of the change. See Solutions
Statistics similar to tickets are available for changes. See Statistics
A task is an action linked with a change, usually a technical intervention. See Tasks
This tab defines the costs applicable to this change. See Costs
This tab allows to attach an item to the change by choosing the type and the selected item. See Items
The Tickets tab is used to create a ticket associated with the current object. It also lists the tickets already linked to the object.
A second table lists the tickets attached to the linked elements
Any deletion or addition of a ticket is recorded in the history.
Additional information is stored in the form of external documents which are files uploaded into GLPI. In the Documents tab, documents can be associated and unlinked with the selected item. The management of the documents themselves is dealt with in another chapter.
It is also possible to quickly create a document via this tab by specifying the desired file and optionally the field in which the new document is to be placed. The name of the created document will be based on the name of the added file.
When you delete a document from this tab via mass actions, you only remove the link between the object and the document; the document itself is still present.
The Notes tab provides a free text field for storing additional information. Notes are displayed in the order of their creation.
The History tab is used to show any changes made to an item. The following information about the changes is available:
- ID of the change.
- Date and time the change was made.
- User who made the change. If this field is not filled, it means that the action was done automatically (For example: automatic inventory update).
- Field that was changed.
- Description of the change that was made.
The description of the change represents either the difference between the old and the new value (For example with location field: Change HQ to Remote Office A), or the explanation of the action which was carried out (For example: Uninstallation of a software: « Gimp 2.0 »).
For dropdowns or objects with a parent/child relationship, the modification of a child will appear in the history of the parent element.
For an item, all information is displayed on one page from the All tab. This shows all of the tabs of an object’s form in one view, one below the other.