What is Change Order Schedule in Service Desk R12?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

This document explains the Change Order Schedule feature in Service Desk R12

Solution:

In Service Desk R12, Change Order Schedule is a new feature.

It has the following uses:

• View upcoming scheduled change orders in a calendar-like interface
  
  
• Identify overlaps/conflicts in scheduled changes
  
  
• Export to desktop calendar (Outlook/Lotus)
  
  
• Integrates with role-based UI
  
  
• Change Order schedule tab in the out of the box Change Order Manager, Level 2 Analyst, and Administrator roles

Scheduling a change order:

1. Login to ServiceDesk
   
   
2. Click on File->New Change Order.
   
   
3. Fill all the required fields.
   
   
4. Select the Schedule Start Date and specify the date and time and click on OK. Fig 1
   
   Fig 1
   
   

   <Please see attached file for image>

   
   
   
5. Enter the scheduled duration in hh:mm:ss format. Fig 2
   
   Fig 2
   
   

   <Please see attached file for image>

   
   
   
6. The Schedule End Date is a read only field which gets auto populated on saving a change order based on the Schedule Duration field.
   
   
7. Save the change order. Verify the schedule end date. Fig 3
   
   Fig 3
   
   

   <Please see attached file for image>

   
   
   Note: The new Change Type attribute follows the ITIL V3 recommendations and has the values Emergency, Normal or Standard.
   
   To view the Change Order Schedule:
   
   
   1. Click on the Change Order Schedule tab. The change orders are grouped by Change Type, Schedule Start Date and Schedule End Date Fig 4
      
      Fig 4
      
      

      <Please see attached file for image>

      
      
      The Legend is displayed at the bottom of the change schedule window.
      
      Exporting the change schedule:
      
      The change order schedule can be exported to Outlook calendar as an .ics file. Click on Export button on the top and select Save to save the schedule. Fig 5.1 and 5.2
      
      Fig 5.1
      
      

      <Please see attached file for image>

      
      
      Fig 5.2
      
      

      <Please see attached file for image>

      

Environment

Release:
Component: ARGIS