Siebel HelpDesk Guide > IT Service Management Solution Set >

Adding Request for Change Records

Request for changes can be driven from one of two scenarios, associating a request for change to a problem record or creating a request for change directly from the Change Management screen.

In the first scenario, request for changes are generated as a way to resolve a problem or known error, for example resolving the known error of an email server being unavailable.

In the second scenario, changes are created because a change is required for a business opportunity, for example a server being built or decommissioned.

NOTE:  You can view all request for change (RFC) records from the Service Requests - HelpDesk view by selecting All RFCs from the Queries drop-down list.

To associate a request for change to a Problem record

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, do one of the following:
   • Select the incident associated to the problem and then click the Problem Title link.
   • Query for All Problems from the Queries drop-down list.
3. In the Change Title field, click the select button.

   The Pick Request for Change dialog box appears.

4. Select the appropriate change and click OK.