---
title: Defining Change Call Types
slug: admin-guide/defining-change-call-types
docTags:
createdAt: 2024-11-14T08:42:15.187Z
---
## Step 1: Planning the Change Management Process
Before configuring change tickets in the IT Care Center, consider your organization's change management workflow.
Here are key questions to help you define the process:
1. **Who is authorized to create a change request?**
Identify the roles (e.g., end-users, managers, IT staff) that are allowed to initiate change requests.
2. **Does a change administrator need to review or approve the request?**
Determine if initial approval is required before moving forward with the change process.
3. **Is additional approval needed before the CAB (Change Advisory Board) meeting?** Consider if other stakeholders, such as system owners, must approve changes prior to CAB discussions.
4. **How will changes be reviewed and implemented?**
Decide on the review, approval, and implementation steps required for different change types (e.g., normal, standard, or emergency).
## Step 2: Enabling Change Ticket Types
1. **Navigate to Call Type Setup**: Go to **Administration** > **Setup Call Types**.
2. **Search for Change Types**:
- Enter “Change” in the search bar.
- Check the “Show Inactive” checkbox.
- Click the **Search** button.
3. **Activate the Required Change Type**:
- Locate the change type you want to enable (e.g., "Normal Change").
- Enable it by selecting the “Active” checkbox next to the row and **Save **the changes.
- The activated call type will now be available under the “+” icon next to your user profile, categorized under a folder named **ITIL**.
::Image[]{src="https://api.archbee.com/api/optimize/UeLzv4zfEUnsubcLnM4z4-j839XFTsDlqn0IjSFDy3j-20241114-110853.png" size="72" width="593" height="335" position="center" showCaption="false"}
## Step 3: Customizing Change Fields
To customize the fields displayed for a change ticket:
1. Click the **paper icon** (in the “Fields” column) or the **gear icon** (in the “Setup” column) next to the relevant change type.
2. Adjust the following fields:
| **Field** | **Form / Setup** | **Description** |
| ----------------------- | ---------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Requestor** | Setup | Optionally, modify the customer label (Field name: “Customer Label”). |
| **Subject** | Setup | Optionally, modify the subject label (Field name: “Subject Title”). |
| **Urgency** | Setup | - Enable/disable via the “Urgency” checkbox.
- Adjust impact values through the “Urgencies” list.
If needed, [modify the urgency values](docId\:KBwMY234P97TyQxn4WcGO) |
| **Impact** | Setup | - Enable/disable via the “Impact” checkbox.
- Adjust impact values through the “Impacts” list.
If needed, [modify the impact values](docId\:KBwMY234P97TyQxn4WcGO) |
| **Priority Level** | Setup | Enable/disable the automatic calculation via the "Severity Calculation" checkbox. |
| **Start Date** | Setup | Configure visibility/mandatory status via the “Plan Start Date” field. |
| **End Date** | Setup | Configure visibility/mandatory status via the “Plan End Date” field. |
| **CAB** | Setup | Enable/disable the "CAB" field using the “Display CAB” checkbox. |
| **Complexity Category** | Setup | Customize the label through the “Sub Category Name” field. |
| **Reason/Purpose** | Setup | Enable the Reason/Purpose checkbox. |
| **Configuration Items** | Setup | Enable/disable the "Configuration Items" field using the “Configuration Items” checkbox. |
| **Downtime & Duration** | Setup | Activate using the "Downtime" and "Downtime Duration" checkboxes. |
| **Risk Assessment** | Setup | Link a risk matrix through the “Risk Matrix” field.
If needed, [modify the risk matrix / create a new one. ](docId\:KBwMY234P97TyQxn4WcGO) |
| **Related Incidents** | Setup | Enable/disable the "Related Incidents" field using the “Related Incidents” checkbox. |
| **Related Problems** | Setup | Enable/disable the "Related Problems" field using the “Related Problems” checkbox. |
| **Related Changes** | Setup | Enable/disable the "Related Changes" field using the “Related Changes” checkbox. |
| **Test Plan** | Form | Form defined field. |
| **Implementation Plan** | Form | Form defined field. |
| **Rollback Plan** | Form | Form defined field. |
| **Implementer Groups** | Form | Form defined field. |
| **Change Summary** | Setup | Form defined field. |
## Step 4: Setting Up the Risk Matrix
1. Use the default change risk matrix or create a new one under **Administration** > **Risk Matrix**.
2. To modify risk labels, access the risk matrix settings and adjust as needed.
## Step 5: Defining Configuration Items (CIs)
To classify assets as Configuration Items (CIs):
1. Go to **Asset List**.
2. Select the relevant asset and check the “Configuration Item” checkbox.
:::hint{type="info"}
If the checkbox isn’t available, enable it via **Administration** > **Asset Types & Attributes**. Access the relevant asset type configuration and check “Configuration Item”.
:::
## Step 6: Managing Change Groups
If necessary, add new support groups for managing change entities through **Administration** > **Groups**.
## Step 7: Adjusting Urgency & Impact Settings
1. Update values via **Administration** > **Severities & Priorities**.
2. If necessary, modify the Urgency & Impact Matrix in **Administration** > **Defaulting Options**, searching for **ITCC\_DEF\_SEVERITY**.
## Step 8: Configuring Change Workflows
1. IT Care Center provides predefined workflows for different change types (Normal, Standard, Emergency).
2. To customize:
- Access **Administration** > **Workflows**.
- Search for “Change” and click “Go” to see predefined workflows for the different change entities.
- Adjust steps, assignees, groups, and approvers as needed.
3. Set workflow launch rules to associate workflows with change call types via **Administration** > **Workflow Launch Rules**.
:::hint{type="info"}
IT Care Center’s predefined workflows are already linked to predefined change types. Modify or delete default launch rules if necessary.
:::
## Step 9: CAB Email Template Setup
After setting up CAB meetings, adjust the CAB email templates:
1. Go to **Change Management** > **CAB Meetings**.
2. Open a CAB, and click the mail icon at the bottom.
3. Click on the gear icon
4. Edit the TABLE and FLAT ROW email formats.
## Step 10: Add "Change" Permissions
To grant access to the **Change Management** menu item, follow these steps:
1. **Navigate to Roles Setup: **Go to **Administration** > **Roles**.
2. Search for and select the **"Change"** role.
3. Add the users who require access to change management by including them in this role.
4. **Save** the changes.
5. **User Re-login Required**: Inform the users that they must log out and log back in for the permissions to take effect.