Setting Up Change Management

This chapter provides an overview of Change Management setup and discusses how to:

Set up the Change Management prompt tables.
Set up Change Management business unit options.
Set up Change Management defaults.
Set up a phase template.
Set up a status transition.
Set up the task type role map.

Understanding Change Management Setup

You use Change Management codify and manage an organization's internal business processes. For example, a help desk might create use Change Management for commonly performed processes, such as upgrading a user's computer or scheduling an employee's office relocation.

Requests for changes are recorded on the Change Request page, which also manages the change process status, type, priority as well as key dates, impacted assets and products. This section discusses:

Prompt tables in Change Management.
System delivered component audit.
Phase Templates.
Status Transitions and the Active Analytics Framework.
Task Type Role Map and the Assignment Engine.

See Using Change Management.

Change Request Prompt Tables

Change Management prompt tables refer to a group of relatively simple setup tables that hold the values for various drop-down list box fields on the Change Request page. This is a list of the different types of prompt tables that you set up to use Change Management.

Business Reason
Category
Impact
Phase
Priority
Resolution
Request Type
Status
Sub Type

Only the Request Type, Status, and Priority fields are required to save the change request.

Phase Templates

Each step in the change process consists of a phase. A phase comprises a taskor a series of tasks. Tasks describe the work to be performed and the amount of time that the task normally takes.

At runtime, on the Change Request page, users can manually build phases in the Phase Summary grid. Alternatively, they can load phases automatically using phase templates. This alternative allows the phase model to be automatically populated to the Phase Summary grid through selection the appropriate template from the Template drop down list box.

PeopleSoft offers functionality that allows this grid to be populated automatically based on the Type, Sub-Type, and Priority selected and displayed on the Change Request. Templates created via setup with matching Type, Sub-Type and Priority criteria and linked to the model when the model is built. can be autoloaded by leaving the model name drop down blank and clicking the Load button. Clicking the Load button without choosing a model from the drop down will allow any model matching the Type, Sub-Type, and Priority fields of the Change Request to be selected.

Transitions and the Active Analytics Framework

Much of the automatic functionality for controlling the process flow of a Change Request will be accomplished utilizing the AAF functionality. This will provide the most flexibility for configurable process flow of Change Requests. The Event Workflow setup will be configurable, and be implemented within both Change Management and Task Management applications. This will allow users to build rules as to who to notify, (what roles), when to notify them, (when which status or phase changes occur), and in what format, (email, worklist). It will also allow rules to be built that will notify all impacted parties when a Change is set to be implemented.

See Working with Active Analytics Framework.

Task Type Role Map and the Assignment Engine

In order for Change Management to know which roles are appropriate for a task, we will need to map task type to role. One-to-one mapping between task type and role is sufficient for Change Management. This is accomplished via the Task Type Role Map option in Setup CRM, Product Related, Change Management.

Common Element Used in this Chapter

SetID

Enter a setID. All of the prompt tables described in this chapter are associated with setIDs. This enables you to set up different sets of values for different call center business units.

If you're setting up one set of values for all of your call centers, use the same setID for all of the values.

If you're setting up different sets of values for different call centers, enter the appropriate setID for each value.

Setting Up Prompt Tables for Change Requests

This section discusses how to set up the following prompt tables:

Business Reason
Category
Impact
Phase
Priority
Resolution
Request Type
Status
Sub Type

Pages Used to Set Up Prompt Tables for Change Requests

Page Name	Object Name	Navigation	Usage
Business Reason	RG_UD_REQ_BUSR	Set Up CRM, Product Related, Change Management, Business Reason	Set up change request business reasons.
Category	RG_UD_REQ_CATGYE	Set Up CRM, Product Related, Change Management, Category	Set up change request categories.
Impact	RG_UD_REQ_IMPACT	Set Up CRM, Product Related, Change Management, Impact	Set up change request impact values.
Phase	RG_UD_REQ_STATE	Set Up CRM, Product Related, Change Management, Phase	Set up change request phases.
Priority	RG_UD_REQ_PRTY	Set Up CRM, Product Related, Change Management, Priority	Set up change request priorities.
Resolution	RG_UD_REQ_RESO	Set Up CRM, Product Related, Change Management, Resolution	Set up change request resolutions.
Request Type	RG_UD_REQ_TYPE	Set Up CRM, Product Related, Change Management, Type, Type	Set up change request types.
Status	RG_UD_REQ_STATUS	Set Up CRM, Product Related, Change Management, Status, Status	Set up change request statuses.
Sub Type	RG_UD_REQ_SUB_TYPE	Set Up CRM, Product Related, Change Management, Sub Type, Sub Type	Set up change request sub types.

Setting Up Business Reasons

Access the Business Reason page:

Setting Up Change Request Categories

Access the Category page:

Setting Up Impact Values

Access the Impact page.

Setting Up Change Request Phases

Access the Phase page.

Setting Up Change Request Priorities

Access the Priority page.

Setting Up Change Request Resolutions

Access the Resolution page.

Setting Up Change Request Types

Access the Type page.

Setting Up Change Request Statuses

Access the Status page.

Setting Up Change Request Sub Types

Access the Sub Type page.

Request Type

Select a Request Type.

Sub Type

Enter a sub type.

Setting Up Change Management Business Units

This section discusses how to set up Change Management business units.

Pages used to Set Up Change Management Business Units

Page Name	Object Name	Navigation	Usage
Define Change Management	BUS_UNIT_TBL_RG	Set Up CRM, Business Unit Related, Change Management, Define Change Management	Define business rules for a call center business unit.

Setting Up Change Management Business Units

Access the Define Change Management page.

Business Unit

Enter a business unit identifier. To maximize system performance, always use exactly five characters.

Short Description

Enter the description that appears on the Case page and other places where the business unit appears.

Call Center Business Unit

Enter the default PeopleSoft Quality Management business unit to use when selecting a case to relate to a change request.

Call Center Business Unit

Enter the default PeopleSoft Quality Management business unit to use when selecting a case to relate to a change request.

Assign Provider Group

Select this check box to use assignment engine functionality when assigning a provider group to degenerated phases and task.

Assign Person

Select this check box to use assignment engine functionality when assigning a person to autogenerated phases and task.

Setting Up Change Management Defaults

This section discusses how to set up Change Management business units.

Pages used to Set Up Change Management Defaults

Page Name	Object Name	Navigation	Usage
Defaults	BUS_UNIT_RG_DEF	Set Up CRM, Business Unit Related, Change Management Definition, Defaults	Set up Change Management defaults.

Setting Up Change Management Business Units

Access the Change Management Business Units– Defaults page:

Request Type

The default request type for a new change request.

Sub Type

The default sub type for a new change request.

Status

The default status for a new change request.

Priority

The default Priority for a new change request.

Category

The default Category for a new change request.

Impact

The default case type for a new case.

Template ID

The default template ID for a new change request.

Setting Up Phase Templates

This section discusses how to set up a phase model.

Pages used to Create a Phase Template

Page Name	Object Name	Navigation	Usage
Phase	RG_UD_REQ_STATE	Set Up CRM, Product Related, Change Management, Phase	Create phases. Theses phases appear in the Phase drop down list box on the Phase Template page.
Task Group Template	RB_TSK_GRP_TPL	Set Up CRM, Common Definition, Task Management, Task Group Template, Task Group Template	Define task group templates. You associate a task group template to a phase on the Phase Template page. See Working with Tasks.
Phase Template	RG_UD_PHS_MODEL	Set Up CRM, Product Related, Change Management, Phase Model, Model	Create the phase model. Identify the phases and the phases' task group templates that are to be associated to the phase model.

Creating Phases

Access the Phase page.

Phase

Add New Phase

Click to add a new phase to for this setID.

This phase will appear on the Phase drop down list box on the Phase Model page.

Defining Task Group Templates

Access the Task Group Template page.

Specify the default type, priority, assignee, and location of each tasks that is part of the task group.

Defining Phase Templates

Access the Phase Template page.

Phase

Select a phase to be associated to this phase template. Phases are set up in Set up CRM, Change Management.

Status

Select a status. This status will be associated to the task or series of tasks that are tied to this phase.

Setting the Task Type Role Map

This section discusses how to set up Task Type Role map.

Pages used to Create a Phase Template

Page Name	Object Name	Navigation	Usage
Task Type Role Map	RG_UD_TSK_ROLE	Set Up CRM, Product Related, Change Management, Task Type Role Map	Create one-to-one mapping between task types and roles in Change Management.

Setting the Task Type Role Map

Access the Task Type Role Map page.

Task Type Role Map

Task Type	Select a task type.
Role	Select a management role.
Assign All Members of Group	Select if you want all members of a provider group to be associated with a particular task type.

Request Type	Select a Request Type.
Sub Type	Enter a sub type.

Business Unit	Enter a business unit identifier. To maximize system performance, always use exactly five characters.
Short Description	Enter the description that appears on the Case page and other places where the business unit appears.
Call Center Business Unit	Enter the default PeopleSoft Quality Management business unit to use when selecting a case to relate to a change request.
Call Center Business Unit	Enter the default PeopleSoft Quality Management business unit to use when selecting a case to relate to a change request.
Assign Provider Group	Select this check box to use assignment engine functionality when assigning a provider group to degenerated phases and task.
Assign Person	Select this check box to use assignment engine functionality when assigning a person to autogenerated phases and task.

Request Type	The default request type for a new change request.
Sub Type	The default sub type for a new change request.
Status	The default status for a new change request.
Priority	The default Priority for a new change request.
Category	The default Category for a new change request.
Impact	The default case type for a new case.
Template ID	The default template ID for a new change request.

Phase	Select a phase to be associated to this phase template. Phases are set up in Set up CRM, Change Management.
Status	Select a status. This status will be associated to the task or series of tasks that are tied to this phase.