Setting Up PeopleSoft Change Management

This chapter provides an overview of PeopleSoft Change Management setup and discusses how to:

• Set up prompt tables for change requests.

• Set up Change Management business units.

• Set up Change Management defaults.

• Set up template duration levels.

• Set up phase templates.

• Set up the task type role map.

Understanding PeopleSoft Change Management Setup

This section discusses:

• Change Management usages.

• Change request prompt tables.

• Phase templates.

• Transitions and Active Analytics Framework (AAF).

• Task type role map and the assignment engine.

• Security considerations for accessing Change Management tasks.

Change Management Usages

PeopleSoft Change Management is used to codify and manage an organization's internal business processes. For example, a help desk might use PeopleSoft Change Management for commonly performed processes, such as upgrading a user's computer or scheduling an employee's office relocation.

Requests for changes are recorded on the Change Request page. This page also manages the change process status, type, and priority, as well as key dates, impacted assets, and products.

See Using Change Management.

Change Request Prompt Tables

PeopleSoft Change Management prompt tables refer to a group of relatively simple setup tables that hold the values for various drop-down list box fields on the Change Request page.

Here is a list of the prompt tables that you should set up to use PeopleSoft Change Management:

• Business Reason

• Category

• Component Audit

• Impact

• Note Type

• Phase

• Phase Template

• Phase Template Use

• Priority

• Relationship Type

• Resolution

• Request Type

• Status

• Status Transition

• Sub Type

• Task Type Role Map

Phase Templates

Each step in the change process consists of a phase. A phase comprises a task or a series of tasks. Tasks describe the work to be performed and the amount of time that the task normally takes.

At runtime, on the Change Request page, users can manually build phases in the Phase Summary grid. Alternatively, users can load phases automatically using phase templates. This alternative enables the phase model to be automatically populated to the Phase Summary grid when you select the appropriate template from the Template field.

PeopleSoft offers functionality that enables this grid to be populated automatically based on the request type, subtype, and priority that a user selects on the Change Request page. Phase templates created via this setup with matching request type, subtype, and priority criteria are linked to the phase template when it is built. You can autoload phase templates by clicking the Load button.

If you click the Load button and no template exists that matches the current type, subtype, and priority, the system displays the Phase Template Load page. You can then select a template to load.

Transitions and Active Analytics Framework

Much of the automatic functionality for controlling the process flow of a change request is accomplished using the AAF functionality. This method provides the most flexibility for a configurable process flow of change requests.

The AAF setup is configurable and implemented within both the Change Management and Task Management applications. This enables users to build rules as to who to notify (what roles), when to notify them (when a status or phase changes occur), and in what format (email or worklist). It also enables users to build rules that notify all impacted parties when a change is set to be implemented.

See Working with Active Analytics Framework.

Task Type Role Map and the Assignment Engine

If you want the PeopleSoft Change Management application to know which roles are appropriate for a task, you must map the task type to the role. One-to-one mapping between task type and role is sufficient for PeopleSoft Change Management. You can accomplish this mapping using the Task Type Role Map page. Select Set Up CRM, Product Related, Change Management to access the page.

Security Considerations for Accessing Change Management Tasks

When using Change Management, tasks may be assigned to different users, and normally users may only edit tasks that have been assigned to them. However, it is possible to use PeopleSoft Enterprise CRM application level security to allow certain users to change the owner of a task or to update tasks that are assigned to other users.

You can do this by using the Membership List page. Select Set Up CRM, Security, CRM Application Security, Search Membership List using Task Manager as the value for the Name field. Click the Edit Member hyperlink on the page to add or delete roles from the membership list. These roles refer to PeopleTools security roles: any users that have one of the associated roles that you list for the "Task Manager" Membership List will be allowed to update tasks which are assigned to other users.

See Application Security.

See Defining Application Security.

Setting Up Prompt Tables for Change Requests

To set up prompt tables for change requests, use the Sub Type (RG_UD_REQ_SUB_TYPE), Status (RG_UD_REQ_STATUS), Request Type (RG_UD_REQ_TYPE), Resolution (RG_UD_REQ_RESO), Priority (RG_UD_REQ_PRTY), Phase (RG_UD_REQ_STATE), Impact (RG_UD_REQ_IMPACT), Category (RG_UD_REQ_CATGY), Business Reason (RG_UD_REQ_BUSR), Component Audit (RG_UD_COMP_AUDIT), Note Type (RG_UD_REQ_NOTT), Relationship Type (RG_UD_REL_TYPE), Status Transition (RG_UD_PHS_TRANS) components.

This section discusses how to:

• Set up change request business reasons.

• Set up change request categories.

• Set up the change request component audit page.

• Set up change request impact values.

• Set up change request note types.

• Set up change request phases.

• Set up change request priorities.

• Set up change request relationship types.

• Set up change request resolutions.

• Set up change request types.

• Set up change request statuses.

• Set up change request status transitions.

• Set up change request subtypes.

Pages Used to Set Up Prompt Tables for Change Requests

Setting Up Change Request Business Reasons

Access the Business Reason page.

Enter an abbreviation for the reason and the description that you want to appear on the Change Request page in the Business Reason drop-down list box. The Business Reason field appears in the Change Request section on the main Change Request page.

Setting Up Change Request Categories

Access the Category page.

Enter an abbreviation for the category and the description that you want to appear on the Change Request page in the Category drop-down list box. The Category field appears in the Change Control section on the main Change Request page.

Setting Up the Change Request Component Audit Page

Access the Component Audit page.

Select the record or table name that you want the system to audit. Then select the Change check box next to the actions for which you want the system to generate and maintain audit records. PeopleSoft CRM delivers this page with the Change check box selected for all the records and table names that are listed.

If you select the Add check box, and a row is added to the table, then the system generates an audit record and it is included in the audit report. The same is true for the Change and Delete check boxes.

Selecting the Change check box causes the system to generate audit records for everything except adds. Selecting the Delete check box would only generate audits for actions that were deleted.

Note. Selecting both the Delete and Change check boxes would be redundant and is not recommended.

Setting Up Change Request Impact Values

Access the Impact page.

Enter an abbreviation for the impact and the description that you want to appear on the Change Request page in the Impact drop-down list box. The Impact field appears in the Change Control section on the main Change Request page.

Setting Up Change Request Note Types

Access the Note Type page.

Enter an abbreviation for the note type and the description that you want to appear in the Type drop-down list box on the Change Request - Notes page.

Setting Up Change Request Phases

Access the Phase page.

Enter an abbreviation for the phase and the description that you want to appear on the Change Request page in the Phase drop-down list box. The Phase field appears in the Phase Summary section on the main Change Request page.

Setting Up Change Request Priorities

Access the Priority page.

Enter an abbreviation for the priority and the description that you want to appear on the Change Request page in the Priority drop-down list box. The Priority field appears in the Change Request section on the main Change Request page.

Setting Up Change Request Relationship Types

Access the Relationship Types page.

Enter an abbreviation for the relationship type and the description that you want to appear in the Relationship Type drop-down list box on the Relate Existing Change Request page.

Select the Hierarchical check box to identify the relationship type as being either the parent or the child to the other relationship type (not an equal relationship type).

When you are recording a related change request, the system prompts you for a relationship type. When you select the 1st relationship type and the hierarchical check box is selected, then the hierarchical check box must be selected for the 2nd relationship type. The system also enforces the converse.

You access this page by clicking the Add Related Change button on the Change Request - Related Changes page.

Setting Up Change Request Resolutions

Access the Resolution page.

Enter an abbreviation for the resolution and the description that you want to appear on the Change Request page in the Resolution drop-down list box. The Resolution field appears in the Change Control section on the main Change Request page.

Setting Up Change Request Types

Access the Request Type page.

Enter an abbreviation for the request type and the description that you want to appear on the Change Request page in the Request Type drop-down list box. The Request Type field appears in the Change Request section on the main Change Request page.

Setting Up Change Request Statuses

Access the Status page.

Enter an abbreviation for the status and the description that you want to appear on the Change Request page in the Status drop-down list box. The Status field appears in the Change Request section on the main Change Request page.

Setting Up Change Request Status Transitions

Access the Status Transition page.

Use this page to build rules to automatically change the status of a change request when certain conditions are met or initiate other events when certain conditions are true.

Select a value from the Status From drop-down list box to indicate the initial status of the change request. Select a value from the Status To drop-down list box that you want the system to use when a certain condition is met or initiate a certain action when a user changes the status.

Click the Edit Condition link to select the terms that you want the system to use to change the status of the change request or alter the fields on the change request.

When you click the Select Term link on the Edit Condition page, use only the terms that appear under the Change Request folder.

Note. When the transition condition is true, the system triggers AAF actions. For example, when the status of the change request changes from New to Approved and the Priority is Emergency, then this transition condition will be true and AAF will initiate an action when the change request is saved. The system checks all status transitions at save time to determine if they are true and sets off any AAF actions that are associated with the new condition.

See Also

Working with Active Analytics Framework

Setting Up Change Request Subtypes

Access the Sub Type page.

Request Type	Select a request type.
Sub Type	Enter a subtype.
Description	Enter a description for the subtype that you want to appear on the Change Request page in the Sub Type drop-down list box. The Sub Type field appears in the Change Request section on the main Change Request page.

Setting Up Change Management Business Units

To set up Change Management business units, use the Change Management Definition (RG_BUSINESS_UNIT) component.

This section discusses how to set up Change Management business units.

Page Used to Set Up Change Management Business Units

Setting Up Change Management Business Units

Access the Define Change Management page.

Business Unit	Enter a business unit identifier. To maximize system performance, always use exactly five characters.
Short Description	Enter the description that will appear on the Case page and other places where the business unit appears.
Call Center Business Unit	Select the default call center business unit to use when selecting a case to relate to a change request.
Quality Business Unit	Select the default PeopleSoft Quality Management business unit to use when selecting a case to relate to a change request.
Phase Template Duration	Select either Phase Level or Task Level. Both phases and tasks can have durations. Your selection in this field tells the phase template load process whether to use the phase durations or task durations when loading phases and tasks for a change request. This functionality provides a way to define templates to have the flexibility for either phase or task duration calculations. If you do not select a template duration, the system defaults the value in this field to Phase Level. Note. If you define duration at the task level, the system enters both a start date and an end date using that task duration calculated for the change request. This provides flexibility to define templates that have both parallel and dependant (sequential) tasks on a change request when doing a template load. You can still, however, manually add phases and tasks where tasks can be parallel or dependent.

Setting Up Change Management Defaults

This section discusses how to set up Change Management defaults.

Page Used to Set Up Change Management Defaults

Setting Up Change Management Defaults

Access the Change Management Business Units - Defaults page.

Request Type	Select the default request type for a new change request.
Sub Type	Select the default subtype for a new change request.
Status	Select the default status for a new change request.
Business Reason	Select the default business reason for a new change request
Priority	Select the default priority for a new change request.
Category	Select the default category for a new change request.
Impact	Select the default case type for a new change request.
Template ID	Select the default template ID for a new change request.

Setting Up Template Duration Levels

This section discusses how to set up template duration levels.

Page Used to Set Up Template Duration Levels

Setting Up Template Duration Levels

Access the Template Duration Level page.

Use the View field to review phases and tasks that have been set up in advance. You can use this field to filter tasks and phases with and without durations. You can also use this field to view either all tasks or all phases that are available for selection on the Change Request page. This page is informational only.

To access the Task Group Template page for a particular task, click the Task Group Template link. To access the Phase Template page for a particular phase, click the Phase Template link. These links appear based on the value you select in the View field.

Once you access the Task Group Template page or the Phase Template page, you can change the tasks or phases that appear. The changes appear when you return to the Template Duration Level page.

Setting Up Phase Templates

To set up phase templates, use the Phase Template Use (RG_UD_PHS_MODEL) and Phase Template (RG_UD_MODEL) components.

This section discusses how to:

• Create phase templates.

• Define task group templates.

• Define phase templates.

• Set up phase template use.

Pages Used to Create a Phase Template

Creating Phase Templates

Access the Phase page.

Phase

These phases appear in the Phase drop-down list box in the Phase Summary section on the Change Request page.

Defining Task Group Templates

Access the Task Group Template page.

Specify the task type, priority, description, task owner, assigned to, and location of each task that is part of the task group. Select the Duration tab to enter task level duration information, including days, hours, and start use codes.

Defining Phase Templates

Access the Phase Template page.

Template ID	Enter an abbreviation for the phase template that you are creating.
Description and Long Description	Enter text to describe the phase template that you are adding to the system.
Phase	Select a phase to associate with this phase template. To set up phases, select Set Up CRM, Product Related, Change Management, Phase.
Status	Select a status. This status will be associated with the task or series of tasks that are tied to this phase.
Days and Hours	Enter the number of days and hours that the phase should take.
Task Group Template ID	Select the task group template that you want to associate with this particular phase of the template.

Setting Up Phase Template Use

Access the Phase Template Use page.

The Phase Template Use page enables you to vary templates of the same type based on how critical the change request is to the organization. For example, while certain documentation and approval levels may be required for a medium priority change request, some organizations may choose to skip some tasks or approvals for an emergency change request.

When a template is automatically populated into a change request, the assignment engine is invoked for each task, and the system recommends resources for each generated task. The change manager can manually update task assignments from either the Tasks page on the change request or from Task Management. Alternatively, the change manager can manually build phases and tasks when the change request is approved.

Setting Up the Task Type Role Map

To set up the Task Type Role map, use the Task Type Role Map (RG_UD_TSK_ROLE_GBL) component.

This section discusses how to set up the Task Type Role map.

Page Used to Set Up the Task Type Role Map

Setting the Task Type Role Map

Access the Task Type Role Map page.

Task Type Role Map