Close and Delete Changes - GoToAssist Service Desk

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Close and Delete Changes

Changes – short for ITIL's term "Request for Change (RFC)" – refers to any changes being made to the service or any of its components (including configuration items). Change records allow technicians to not only justify why time and money is being spent on the change effort, but also to track and streamline the effort and any other components that might be related. Changes can stem from many sources, such as fixes for incidents or problems, new or improved functionality within the service, additions or modifications to configuration items or updates to the service (e.g., new compliance obligations). Service Desk change forms are designed to enable the following development process: planning, approval, building, and testing.

Topics in this article:

Mark a change as ready to be released

Close a change

Delete a change

Mark a change as ready to be released

Once change testing has been marked as complete, the change can be marked as ready to be released.

1. Open the change and select the Test tab.

2. If all testers have marked their testing as complete and all open issues are converted into incidents, select the "Change is ready to be released" check box.

3. Click Save when finished.

Close a change

Once all development and testing is complete and the change is marked as ready to be released, it can be closed.

1. Open the change to be closed.

2. Click Close.

3. Fill out the "closure details" to specify why the change is being closed, then click Save.

Delete a change

Changes can also be deleted at any time.

1. Open the change to be deleted.

2. Click Delete Change.

3. A warning message cautions that this cannot be undone. Click I'm scared, don't delete this to cancel, or Yes I'm sure! Just delete it! to continue.

 

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Create and Approve Changes

Build Changes

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