IT Service Transformation – ChangeGear 8.0

IT Service Transformation Program

ChangeGear 8.0

What’s New in CG8?

Watch this CG8 demo highlighting key changes, including using Incident Requests, Service Requests, Change, Dashboard and WorkSpace

For Incident Requests and Service Requests:

  • Promote promote IR to SR and vice versa.

  • Application/Resource Classification– application or hardware impacted by the ticket.

  • Preview– quick glance at a ticket without opening it.

  • Urgency/Impact/Priority– Urgency + Impact = Priority (developing definitions).

  • Conversation History– new label for 

  • Send– allows sending quick notes while in the ticket.

  • Change Type– indicates type of change requested.

  • Planned Calendar– new feature shows planned downtimes and change events.

  • Announcement Calendar– shows planned announcements.

  • Edit to customize your personal Dashboardand WorkSpace – customized Dashboard can’t be saved as a view, but will be cached.

Available only for Service Requests

  • Workflow/Status bar.

New required fields:

  • All required fields are marked with a red asterisk. You can’t complete a ticket without completing all required fields.

Ticket Migration from CG7 to CG8

CG7 tickets that migrate to CG8

  • Attachments and some fields won’t automatically migrate with tickets created in CG7. You can manually migrate this information to a new CG8 ticket.

  • To see all the data, click the link provided on the specific ticket. This takes you to the original CG7 ticket.

  • ​You can then manually move attachments and other missing data from the old CG7 ticket to the new CG8 ticket.

Accessing CG7 tickets after CG8 upgrade: If you need to refer to a CG7 ticket that migrated to CG8, here’s how.

  • If a CG7 ticket migrated to CG8, there will be a link in the CG8 ticket.

  • If you don’t know the ticket number and need to access a CG7 ticket for audit purposes or other reasons, click this link: https://cg7/cgweb/. Note: This link is available only for IT employees, and provides read-only access to CG7.

  • This access is available for tickets from 2018 to present.

How long will CG7 ticket access remain?

  • CG7 tickets will be available for at least seven years after our upgrade.

  • ​For tickets older than Jan. 1, 2018, you must request this information by submitting a Service Request.

Reporting

  • Reports you used in CG7 will probably need to be redone, as there are differences in some of the CG8 fields.

Ticket Etiquette

Transfer/Requeue Tickets Between Teams

Important: CG8 doesn’t automatically requeue a ticket when the team changes. The new team won’t be notified about the transfer unless you follow the steps below.

  • Action: To move a ticket to another team, Accept the ticket, write in Notes why you’re reassigning it, reassign it, then Requeue the ticket. This notifies the new team, and they’ll see the ticket as New for them.

  •  Definition: Requeue means setting the status back to New, the final step when transferring a ticket to another team. This makes the ticket revert to New status for the other team. It also notifies the new team about the ticket.

  • If these instructions aren’t followed, tickets may get lost in the shuffle. To search for these tickets, 1) add the columns Owner and Assignee to your views in SR and IR and 2) s​earch by Requestor (if known), then fix the Owner and Assignee. You also can search by Owner (these tickets may have incorrect Assignees now, but not in the future when the system will only allow Assignees who are part of the Owner team).

QUESTIONS?

  • Contact the the IT Help Desk by clicking here or calling 832.667.5600.

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