This task enables you to manage change management tickets for configuration changes to supported policies that require approval workflow.
When you enable change management, configuration changes for supported policies must be done within the context of a ticket. You open a ticket, make your changes, then submit the ticket for approval.
You can see a list of tickets, and create new ones, either on the change management page or through the ticket quick-access menu. All ticket changes are synchronized in each menu, so you can switch back and forth at your convenience and use whichever method you prefer.
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When you open a ticket and make a change to a supported policy, that policy is locked from changes by other users or through other tickets. The policy remains locked until the ticket is approved or discarded.
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Procedure
Step 1 | Do any of these actions:
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Choose to open a page showing existing tickets.
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Click the Ticket ( ) quick-access menu. The icon can either be named Select a Ticket (if no ticket is opened), the ticket name if a ticket is opened, or unnamed if no tickets exist.
Both pages are organized the same. The Ticket tab lists all tickets, whereas the Review tab lists tickets that have been submitted for approval. The default view shows your tickets only.
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Step 2 | On the Ticket tab, take any of these actions:
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To create a new ticket, click Add Ticket.
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To view the details of a ticket, click the > next to the ticket name. The Details page includes UUID, name, description, user, last modified date, and comments. The History page includes the status changes for the ticket. The image at the top shows where the ticket stands in the overall workflow.
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To preview the configuration changes for an open ticket, click Preview ( ).
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To validate the configuration changes in an open ticket, click Validate ( ) or More ( ). A dialog box opens showing error, warning, and informational messages, if there are any validation errors.
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To open a ticket, click Open ( ) or More (). To close an open ticket, click Put Ticket on Hold (X) or More (). Closing a ticket does not submit it for review, nor does it release any locks placed on edited policies.
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To submit an open ticket for review and approval, click Submit for Approval ( ) or More (). The ticket must be open to be submitted.
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To discard a ticket, click Discard ( ) or More ().
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To take over or reassign a ticket, click More () when viewing all tickets in the system.
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To search for a ticket, type a string in the search box. The search looks at ticket name, description, and responsible user. To filter the list by ticket status (on the change management workflow page), click the status above the list: New, Open, On Hold (ticket was closed), Rejected, Pending Approval, Approved. Each status has a count of the number of tickets in that state. Click All under My Tickets to return to the default of showing all of your tickets, or All under Tickets in System to see everyone's tickets.
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Step 3 | On the Reviews tab, take any of these actions on submitted tickets.
The list is empty if there are no submitted tickets. In addition, only users with Review Ticket permissions can see this tab.
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You have successfully managed your change management tickets. Approved tickets can proceed with configuration changes, while rejected tickets require revision before resubmission.
