Medgar Evers College of CUNY

1. From the problem’s detailed view, click on the Incidents button below the problem description. If no incidents are linked to the change, click on Link ne...

Besides knowing which incidents were caused by the problem, some more information is required to resolve it. The most important piece of information is the ...

You can link a solution article from your knowledge base and as a workaround or a permanent solution for the problem, or add a solution of your own. 1. Go...

Depending on factors like business impact, cost of the solution and ROI, implementing the solution immediately might not be feasible. Until it is, you can u...

1. Click on New in the top-right corner and click Change. 2. Enter the details for the change in the form and click on Save

Once a change is requested for, adding all the problems that triggered it helps add context to the request. If the change request is initiated from a proble...

You can even add associated tickets to a change to provide a more complete picture.  You can add two types of incidents. ● Tickets that initiated the ch...

Once a change request is initiated, you need to plan the implementation of the change before you can send it for approval. As you do, keep updating the chan...

● Click on More in the top-right corner of the change’s detailed view and click Close.  ● Click on the Status drop-down and select Closed. Then click on U...