Handling and Closing a Change Ticket

Scenarios

After a change ticket is approved, implement the change within the specified time window according to the change solution. After the change is implemented, fill in the change result and fill in the verification report.

Handling and Closing a Change Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Change Ticket Management > Change Center.
3. Assess the Pending tab page, select the change ticket you need to handle and click Deal in the Operation column.
4. Conduct changes based on the change solution type.
   • If the change task type is set Jobs, click Execute Job.
   • If the change task type is set to change guidelines, implement the change according to the steps mentioned in the change guidelines.

5. Click Start Change.

   Wait until the change is complete.

6. After the change is complete, click End.
7. Set parameters for filling in the change result.

   Table 1 Parameters for successful change results

   Parameter	Description
   Change Result	Select Success.
   Change Verification	The options are Verification within the change time window and The change time window cannot be verified.
   Verification Report or Verification Description	Click Add File to upload the verification report or verification description file. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.
   Remarks	(Optional) Description of the change result. Enter 0 to 256 characters.

   Table 2 Parameters for failed change results

   Parameter	Description
   Change Result	Select Failed. This parameter covers situations like change rollbacks, service interruptions due to changes, and incidents triggered by changes.
   Whether to monitor discovery	The options are Yes and No.
   Rollback Succeeded	The options are Rollback succeeded and Rollback failed.
   Rollback Time	Set the rollback time.
   Change Failure Type	Select a failure type. Dependent service issue Change Quality Issues Change Tool Issues Change Implementation Issues Change Solution Issues Other Issues
   Failure Cause Description	Describes the cause of the change failure. Enter 0 to 256 characters.
   Verification Report or Verification Description	Click Add File to upload the verification report or verification description file. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.

8. Click OK.

   The change ticket is closed and the change is complete.