On Tue, 31 Dec 2002 09:45:02 -0600, Kenny Young
wrote:

>Hello all,
>
>With Remedy ARS 4.5 and Change Management 4.0.3, if the "Approval Process"
for a particular Change Request has already restarted, and it needs to
be 'reset', Remedy's reccommendation is to move the current Change
Request's 'Approval Status' to "Approval Process Canceled" and to open a
new Change Request. My org was not content with this, so I have been
walking down the road of how to in effect reset the approval process while
remaining on the same Change Request. I have nearly completed my specs and
workflow discovery for this enhancement, but just wanted to ask if anyone
else has attempted / accomplished this, and if so do you mind sharing your
basic approach?
>
>
>Thanks,
>Kenny Young
>(501)905.4438
>Sr. C/S Developer
>ACI Remedy IT Support
>ALLTEL
>
>
>

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Kenny,

We built our Change Management tool from scratch & needed a way to 'roll
back' a change if the Implementation Date/time had changed.

Our change consists of stages, for example approval being at stage 1,
support team at stage 2 & config manager update at stage 3.

We then created a 'Backtrack' button which allows the Change Manager to
roll back 1 stage at a time. The Change Manager is also prompted for a
reason as to why he is backtracking, this is stored in a seperate history
field for auditing purposes. A notification goes out to the approver to
say that the change requires to be re-assessed.

For remedy to know which stage the change is at, there are 2 hidden fields
Current stage & Final stage. Using workflow this calculates how the RFC
moves forward or back.

Hope this is of some help.

Rgds

Pamela Lafferty
Service Management Analyst
Utilities Group, SAIC Ltd.
Int : 708 5041
Ext : 01355 845041


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