This guide outlines the steps to submit requests for CHRS Change Orders via Service Now.
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CC Request Process Flow
Navigating to CHRS Change Orders
- Navigate to the CHRS Change Orders Form by logging into ServiceNow:
- At the Self-Service toolbar, scroll down to CHRS Change Orders or in the Filter Navigator, enter, “CHRS”
Generating a New Change Control Request
- In the CHRS Change Orders tool bar, click on “Create New”
2. Enter the details of your Change Request. Fields marked with a red asterisk are required.
- Requestor Name: Enter your name or click the magnify icon to generate a list of names.
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GRP#: This is the number assigned to the GRP (Gap Resolution Process).
- If you are requesting for a change to the GRP, please provide the GRP Reference No.
- To find the GRP Ref. No., please visit the GRP Requests Tracking page. (see image below)
- Module: Use the drop down to select the module that is impacted.
- Description: Please describe the need for this change request. Please be specific.
- Business Justification: This section should present the business justification making a strong case of why the change control request is needed to support the business requirements.
- Click Submit once all details of the request are complete.
To view and monitor Change Request
- To view your request: In the toolbar, click on “My Requests” and click on the change Request ID number.
- To view the status of your request: In the upper right corner, you will see the “Request State”.
2. To view the status of the change request in more detail, click on the tabs as shown below:
3. The following table identifies the status workflow and description:
| Request State | Status / Resolutions | Description |
| Submitted | In Progress | Change request submitted and in progress |
| Solution Design |
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The Solution Design phase is a quick check from both SWHR and CMS/Solution Design teams to ensure that this request is viable, is not a duplicate, and is accurately presented. If so, it will be “Recommended” and moved through to Impact Analysis, if not if will be marked “Not Recommended” with an explanation and the request will be considered resolved. |
| Impact Analysis | • Recommended Not Recommended |
The Impact Analysis phase is where the campus or Solution Design Team will write and log a formal GRP. This GRP has estimated included and goes through DWHR for review, approval and Release designation (Release 1 vs Roadmap). If the GRP is Approved it will be marked “Recommended” and moved through to Executive Review, if not if will be marked “Not Recommended” with an explanation and the request will be considered resolved. |
| Executive Review (Steering Committee / Sponsors) |
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Once a GRP is approved through SWHR, depending on the time estimations, it will go through the CHRS Steering Committee and/or the Sponsors per the recommended thresholds. Requests will likely be grouped and presented ot the Steering Committee on a monthly basis – prior to being submitted to the Steering Comitteeit will be listed as “Not Requested”. Once it has been submitted and should the Steering Committee take it under consideration, it will be marked as “Requested”. Upon review, the Steering Committee will either marked the request “Approve”, and the request will either be resolved or it will be moved to the Sponsors for final Approval; or “Not Approve” and the request will be considered Resolved. Should the request need to go to the Sponsors for Approval it will go through the same process. |
| Resolved |
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At any point if the request is considered “Resolved” the requestor has the option to review the explanation and “Close” the request or “Re-Evaluate” the request, which will re-open the ticket for review. A comment is required should a requestor choose to re-evaluate a resolved request. If a ticket is not marked closed or re-evaluated within 10 days, the ticket will automatically be marked as ”Closed” |
| Re-Evaluate | Re-Evaluate | Sent back for re-evaluation in the current Phase (ie: Solution Design, Impact Analysis or Executive Review) |
| Closed | Closed | Change Request is Closed |
4. Close or Re-Evaluate a Ticket
- A ticket is considered resolved either by being marked “Not Recommended” during Solution Design or Impact Analyst, or marked as “Approved” or “Not Approved” during Executive Approvals.
- Should a requester want to e-open a request, they may click the “Re-evaluate” button and the request will be re-assigned to the Program Team for review
- The requestor may also click “Close”, which denotes agreement with the resolution
- Note: If a ticket is not marked “Closed” or “Re-evaluate” within 10 days, the ticket will automatically be marked as ”Closed”
5. Change State Workflow Diagram
End of Article
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