Create Change Requests

You can create multiple custom change requests that Commander and Service Portal users can select when they want to request changes to:

  • Cloud accounts.
  • Deployed services.
  • XaaS (Anything-as-a-Service) resources. These can include deployed resources that belong to AWS stacks, GCP deployments, Azure Resource Groups, or Terraform resources.

    Note: Change requests that target XaaS resources are currently only available to Commander Admin Portal users.

The ability to define a variety of custom change requests allows you to control what changes users may request and which users can make the changes.

Access:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

  1. Click the Change Requests tab.
  2. At the bottom of the page, click Add Change Request.

    Tip: You can also select an existing change request and click Copy. This option can save you time because it copies an existing change request's configuration.

  3. In the Change Request wizard, enter a Name for the change request.

    This is the name the change request will be saved with. By default, this will also be the name that's displayed to users in the list of available change requests and in request emails.

  4. Optional: Enter a Display Name if you want to display a different change request name for users in the list of available change requests and in request emails.

    Using a different display name enables you to more accurately describe the change request for users.

  5. Optional: If you want to provide additional information about this change request, enter comments in the Description field.

    Description information is only displayed for Commander users on the Change Request and Change Request Details pages; it isn't displayed for users that are making a change request.

  6. From Target Type, select what you want the change request to be available for:
    • Inventory — The change request will be available for deployed inventory objects that Commander can manage, monitor, and report on. These may include: VMs, Virtual Services, Databases, Load Balancers, Auto Scaling Groups, and Stacks.
    • Cloud Account — The change request will be available for cloud accounts. These may include: AWS accounts, GCP service accounts, Azure subscriptions, Kubernetes clusters, Hype-V SCVMM cloud accounts, and VMware vCenter servers.

      Notes:

      • The requested changes will only apply to the selected cloud account (that is, the root object in the Inventory view), not the child inventory or infrastructure elements of the cloud account.
      • Change requests for cloud account are only available for Admin Portal users; Service Portal users don't have access to cloud account information and can't request changes for cloud accounts.

    • XaaS Resource — The change request will be available for non-inventoried, generic XaaS resources that belong to AWS stacks, GCP deployments, Azure Resource Groups, or Terraform backends.

      Note: Only generic resources (that is, resources other than VMs, databases, load balancers, and auto scaling groups) can be changed using an XaaS change request. For more information, see Inventoried and generic resources.

      Tip: You can make changes to XaaS resources if you add appropriate completion workflows to the change request.

  7. Optional: If you want a workflow to run after this change request is fulfilled, select an available workflow from Completion Workflow.

    Tip: You can add a new workflow or edit an existing workflow. For more information, see Create Completion Workflows.

  8. Choose whether you want to display a form to users when they select the change request:
    • To display a form, select the Display form for this change request checkbox.
    • To not display a form, clear the Display form for this change request checkbox.
  9. Click Next.
  10. In the Visibility page, select a publish option to specify who should have access to this change request:
    • Do not publish: The change request won't be available to users.

      This option is useful if you're in the process of defining a change request, but it's not ready for users. It's also helpful if you want to create a standard change request that you could copy, further configure, then publish for specific users.

    • Publish - Global: The change request will be available to all users.

      Note: Unlike new service requests, which only permit a single new service request to be published globally (that is, the default new service request), multiple global change request forms are permitted.

    • Publish - Specific organizations, users and groups: Specify which organizations or users the change request will be available to.

      To add an organization, click the Organizations tab, select an available organization and click Add. Repeat for each organization you want to add.

      To add users, click Users/Groups, enter a valid user name (either a local user, such as Manager, or a directory service user name, such as <username@domain>) and click Add. Repeat for each user that you want to add.

  11. Click Next.
  12. In the Forms page, add and edit the elements used by the form.

    The elements that comprise the form are displayed in the middle Service Form section.

    Note: The designed form will only be displayed for users if you selected the Display form for this change request checkbox earlier on the Properties page and at least one element is added.

    1. Do any of the following:

      • To add a new field, click an element in the Toolbox on the right.

        The element is added to the bottom of the form. See Change Request Form Elements for a list of available form elements.

        Tip: To make a field mandatory, enable Required. Mandatory fields will be marked with an asterisk (*).

      • To modify an element, select it and click Edit. Customize the element as required, then click OK to save your changes.
      • To change the order of the elements on the form, drag-and-drop the elements or use the up and down arrows.
      • To delete an element, select it and click Delete.
      • Tip: To create relationships between form fields, so the value selected for one element affects the selectable values for another, see Create Relationships Between Attributes Used on Forms.

  13. To preview how the form will look, click Preview.

    The change request form is previewed with a sample service. If organizations and users are assigned, the preview will use the first (alphabetically) assigned organization and assigned user.

  14. To save your form, click Save.

    Tip: To discard all changes and go back to the last-saved version of the form, click Revert.

  15. Click Next.
  16. In the Summary page, review the change request details, then click Finish.

Edit change requests

Note: When you edit an existing change request, you can't change the target type.

Access:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

  1. Click the Change Requests tab.
  2. Select a listed change request and click Edit.
  3. In the Change Request wizard, enter a Name for the change request.

    This is the name the change request will be saved with. By default, this will also be the name that's displayed to users in the list of available change requests and in request emails.

  4. Optional: Enter a Display Name if you want to display a different change request name for users in the list of available change requests and in request emails.

    Using a different display name enables you to more accurately describe the change request for users.

  5. Optional: If you want a workflow to be run each time after this change request is fulfilled, select an available workflow from Completion Workflow.

    Tip: You can add a new workflow or edit an existing workflow. For more information, see Create Completion Workflows.

  6. Choose whether you want to display a form to users when they select the change request:
    • To display a form, select the Display form for this change request checkbox.
    • To not display a form, clear the Display form for this change request checkbox.
  7. Click Next.
  8. In the Visibility page, select a publish option to specify who should have access to this change request:
    • Do not publish: The change request won't be available to all users.

      This option is useful if you are in the process of defining a change request, but it's not ready for users. It's also helpful if you want to create a standard change request that you could copy, further configure, then publish for specific users.

    • Publish - Global: The change request will be available to all users.

      Note: Unlike new service requests, which only permit a single new service request to be published globally (that is, the default new service request). Multiple global change request forms are permitted.

    • Publish - Specific organizations, users and groups: Specify which organizations or users the change request will be available to.

      To add an organization, click the Organizations tab, select an available organization and click Add. Repeat for each organization that you want to add.

      To add users, click Users/Groups, enter a valid user name (either a local user, such as Manager, or a directory service user name, such as <username@domain>) and click Add. Repeat for each user that you want to add.

  9. In the Forms page, add and edit the elements used by the form.

    The elements that comprise the form are displayed in the middle Service Form section.

  10. Do any of the following:

    • To add a new field, click an element in the Toolbox on the right.

      The element is added to the bottom of the form. See Change Request Form Elements for a list of available form elements.

      Tip: To make a field mandatory, enable Required. Mandatory fields will be marked with an asterisk (*).

    • To modify an element, select it and click Edit. Customize the element as required, then click OK to save your changes.
    • To change the order of the elements on the form, drag-and-drop the elements or use the up and down arrows.
    • To delete an element, select it and click Delete.
    • Tip: To create relationships between form fields, so that the value selected for one element affects the selectable values for another, see Create Relationships Between Attributes Used on Forms.

  11. To preview what the form will look like, click Preview.

    The change request form is previewed with a sample service. If organizations and users are assigned, the preview will use the first (alphabetically) assigned organization and assigned user.

  12. To save your form, click Save.

    Tip: To discard all changes and go back to the last-saved version of the form, click Revert.

  13. Click Next.
  14. In the Summary page, review the change request details, then click Finish.

Delete change requests

Access:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

  1. Click the Change Requests tab.
  2. Select a listed change request and click Remove.
  3. In the Confirm Change Request Deletion dialog, click OK.

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