Change and Release Management Workflow

This topic contains the following information:
casm171
This topic contains the following information:
If you are using only Change Management, and not Release Management, you can leverage this workflow process from a Change Management perspective. The process looks for a user-defined flag indicating whether the Change is a release. If the RFC is solely managing Change, then the process moves from Change Analysis directly to Change Manager and CAB Approvals. If it is a Release, then the process moves from Change Analysis through to Release approvals, then merges with Change at the Change Manager Approvals step. Any task that is specific to RDM only is delimited in the following steps with ‘RDM’.
Design View in CA Process Automation
change and release management workflow.PNG
How to configure the Change and Release Management Workflow
The following table lists the prerequisites for running this Process Definition.
Example Data indicates the examples of Contacts or Change Categories. You can change according to your organization.
Note that there is 
CA SDM Object/Option
Example Data
Notes
Add contact (Analyst)
Donald Bell
Donald is the Requester of the Change Order and also a member of both the CAB and Implementation Groups.
1. Must be defined as a contact in CA SDM and also in CA EEM, if you are leveraging CA EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
Add contact (Analyst)
Kevin Smith
Kevin is a member of both the CAB and Implementation Groups.
1. Must be defined as a contact in CA SDM and also in CA EEM, if you are leveraging EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
Add contact (Analyst)
John McCarthy
John is a member and manager of both the CAB and Implementation Groups.
1. Must be defined as a contact in CA SDM and also in CA EEM, if you are leveraging EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
Add an Implementation Group
Implementation Group
Following is the group that implements the Change Order.
1. Group must be defined in CA SDM and also in CA EEM, if you are leveraging EEM for authentication.
2. When creating this group in EEM, the ‘Group Name’ in CA SDM must match the ‘Principal Name’ in EEM.
Add users to Implementation Group
John McCarthy
Donald Bell
Kevin Smith
1. This group must have more than one member
2. The members must be added to the group in CA SDM, and CA EEM if using EEM for authentication.
3. To add the user to the Group in CA EEM, go to Manage Identities->Users. Run a search. Highlight the user to view details. Navigate to the ‘Global Group Membership’ box. Under ‘Available Global User Groups’, search, and highlight the group that you would like to add the user to. Hit the right arrow, so that the group name is populated under ‘Selected Global User Groups.’
Make one of the users previously added to the Implementation Group the Manager
John McCarthy
The group must have only one manager, this contact must be defined in CA SDM group record as the manager. This user is the Change Manager.
1. To make a contact a manager in the group record, navigate to the ‘Members, Service Contracts, Auto Assignment’ Tab, then drill down to ‘Members’ Tab
Add CAB Group
CAB
The CAB (Change Advisory Board) serves as approval group for the Change Order. This group implements the Change Order.
1. Group must be defined in CA SDM and CA EEM, if you are leveraging EEM for authentication.
2. When creating this group in EEM, the ‘Group Name’ in CA SDM must match the ‘Principal Name’ in EEM.
Add users to CAB Group
John McCarthy
Donald Bell
Kevin Smith
1. This group must have more than one member
2. The members must be added to the group in CA SDM and CA EEM, if using EEM for authentication.
3. To add the user to the Group in CA EEM, go to Manage Identities->Users. Run a search. Highlight the user to view details. Navigate to the ‘Global Group Membership’ box. Under ‘Available Global User Groups’, search, and highlight the group that you would like to add the user to. Hit the right arrow, so that the group name is populated under ‘Selected Global User Groups.’
Make one of the users previously added to the CAB Group the Manager
John McCarthy
This user is the CAB Manager.
1. The group must have only one manager, this contact must be defined in CA SDM group record as the manager. This user is the Change Manager.
2. To make a contact a manager in the group record, navigate to the ‘Members, Service Contracts, Auto Assignment’ Tab, then drill down to ‘Members’ Tab
Create Change Order Category
Change and Release Mgmt
This Change Category has the following values set:
1. Assignee: John McCarthy
2. Risk Survey: General
3. CAB: CAB
4. Implementation Group: Implementation Group
5. <in the ‘Workflow’ Tab> CA IT PAM Process Name: ‘Change and Release Management’
Create at least two new CI’s, that have pre-existing relationships established and Change Orders already opened against them during the same scheduled timeframe.
TIXCHANGE
TIXCHANGE Web Application
1. Create at least two new Configuration Items (
Service Desk, File, New Configuration Item
) which we associate to the Change Order.
2. These CIs must all have relationships established with other CIs, so that a good view of the CA CMDB Visualizer can be displayed.
3. These CIs must have pre-existing Change Orders opened against them which can be shown as a part of Conflict Analysis. In order for pre-existing Change Orders to appear during Conflict Analysis step in the Workflow, they must be opened against the same CI, during the same scheduled timeframe.
Install Category_Defaults Option
Yes
This option must be installed so that the information from the Change and Release Model Category is pulled over to the Change Order once it is created. Recycle CA SDM services for changes to take effect
Modify Change Order Status
Check ‘Make Change Order Active’
Use Administration, ServiceDesk, Change Orders, Status to check ‘Make Change Order Active’, so that when a Change Order enters the Backed Out status as a part of this workflow, it remains active.
Change and Release Management Workflow in Action
Logic built into many of the IRFs (Interaction Request Forms) such that a response of ‘no’ when a ‘yes’ is expected result in an automatic ‘rejection’ of the Change Order or Release.
Follow these steps:
  1. Log in to CA SDM as Donald Bell. Create a Change Order.
  2. Fill out all of the highlighted fields including ‘Backout Plan’ on the ‘Cost/Plans’ Tab. For the Change Order to move from status ‘Approval in Progress’ to ‘Approved' status transition ensures that this field must not be NULL.
    When you select the Category, and tab out of the field, the ‘Assignee’, ‘Implementation Group’ and ‘CAB’ are filled in, because the category_defaults option is turned on. You will not be able to add CI until after you save the Change order.
    Create new change order.2PNG.PNG
  3. Select Additional Information, Workflow Tasks and scroll down through the tasks.
    You will see a notification has gone out to the requester (Donald Bell) to complete the Risk Assessment Survey. There is currently no Risk value assigned to the Change Order.
  4. To complete this task, Donald can either click on the link provided in the email, or can scroll to the next pending task in the Workflow and click on the Task: Other (Pending) hyperlink.
    Clicking on the hyperlink will automatically log Donald into his tasklist.
  5. RMC on the task and then click Reply.
    Donald is prompted to complete the Risk Assessment Survey. He clicks on the Risk Assessment Survey link. The link brings Donald in context to the Risk Assessment Survey. The survey which we have assigned to the Change Category is the default ‘General’ Risk Survey. Complete the Risk Survey, answering questions in such a way that it will generate high risk:
    change order form.PNG
  6. Once the Risk Survey is complete, navigate to CA Process Automation in context of the task and click Finish on the Risk Assessment task. You can remain logged into CA Process Automation as Donald.
  7. Navigate back to the Change Order. Select Additional Information, Workflow Tasks and scroll down through the tasks.
    You will see a notification has gone out to the requester (Donald Bell) to complete Impact and Conflict Analysis. To complete this task Donald can either click on the link provided via email or scroll to the next pending task in the Workflow and click on the Task: Other (Pending) hyperlink.
  8. Navigate back into CA Process Automation as Donald.
    You will see one pending task for Impact and Conflict Analysis.
    RMC on the task and click reply.
  9. Clicking on the link to Impact and Conflict Analysis brings you in context to the Change Order where Impact and Conflict Analysis must be instantiated manually. The first step is to perform Impact Analysis. Impact Analysis will show which CI is impacted if the TIXCHANGE Servers are temporarily down for the RAM upgrade. There are two ways to run Impact Analysis. You can either run it through Impact Explorer which is accessible using the Additional Information, Configuration Items tab within a Change Order. Or you can use CA CMDB Visualizer. You can filter the Visualizer for Impact Analysis. Once Impact Analysis is complete, the next step is Conflict Analysis, which is also run within context of a Change Order, from Additional Information, Conflicts Tab. Conflict Analysis shows if there are any Change Orders open for the same CI in the same timeframe, thus generating conflict. If there are any conflicts they must be resolved before proceeding further with the Change Order.
  10. Finish the CA Process Automation task. You can remain logged in as Donald Bell.
  11. Navigate to the Change Order. Click Additional Information, Workflow Tasks and scroll down through the tasks.
    You will see a notification has gone out to the requester (Donald Bell) to complete Change Analysis. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Complete Form (Pending) hyperlink.
  12. Navigate to CA Process Automation as Donald Bell. You will see one pending task for Change Analysis. If any of the form data indicates that any step is not complete or not done, the workflow takes different paths. We assume everything is complete. 
  13. RMC on the task and click Reply.
  14. Complete the information in the Change Analysis form click finish. Following is an example of an IRF where an answer of ‘no’ to questions where a ‘yes’ is expected result in an automatic rejection of the Change Order:
    image2015-1-22 14:16:22.png
  15. Navigate to the Change Order. Select Additional Information and Workflow Tasks.
    You will see that the information from the Change Analysis form has been saved to the Change Order.
  16. Scroll down through the tasks.
    You will see a notification has been sent to the Change Manager, Donald Bell. Donald must verify if this Change is going to be a Release. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Approve/Reject (Pending) hyperlink.
  17. Navigate to CA Process Automation as Donald Bell.
    You will see one pending task for Release Verification.
  18. RMC on the task and click Reply.
  19. Donald specifies that this is a Release, and then click Finish. Setting this to ‘Yes’ guides the user through the Release portion of this process.
    1. Navigate to the Change Order.
      The ‘Authorized for Release’ Flag is set to ‘Yes’.
    2. Scroll through the tasks.
      You will see a notification has been sent to the Change Manager, Donald Bell. Donald must authorize Plan and Build Release. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Complete Form (Pending) hyperlink.
    3. Navigate to CA Process Automation as Donald Bell.
      You will see one pending task for Authorize Plan and Build Release.
    4. RMC on the task and click Reply. Complete the information in the Authorize Plan and Build Release form, scroll down and click finish. If any tasks are ‘Rejected’ or marked ‘Incomplete’, the workflow takes different paths. We will approve all tasks.
    5. Navigate to the Change Order.
      The status has changed to ‘Build’.
    6. Scroll through the tasks.
      You will see a notification has been sent to the Change Manager, Donald Bell. Donald must complete the Release and Deployment Plan and Build form. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Complete Form (Pending) hyperlink.
    7. Navigate to CA Process Automation as Donald Bell. You will see one pending task for to complete the Release and Deployment Plan form. RMC on the task and click Reply. Complete the information in the Plan and Build Release form. responding ‘no’ to some of the questions automatically result in the Change Order being rejected. Following is an example of the Operator’s Post Execution Code.
      image2015-1-22 14:27:14.png
    8. Complete the form, scroll down and click finish.
    9. Navigate to the Change Order and scroll through the tasks.
      You will see a notification has one out to the Change Manager, Donald Bell. Donald must Authorize Build and Test Release. To complete this task Donald can either click on the link provided in the email or can scroll to the next pending task in the Workflow and click on the Task: Complete Form (Pending) hyperlink.
    10. Navigate to CA Process Automation as Donald Bell. You will see one pending task to Authorize Build and Test Release. RMC on the task and click Reply. Complete the information in the Build and Test Release form and click finish.
    11. Navigate to the Change Order.
      The status has changed to ‘Test’.
    12. Scroll through the tasks.
      You will see a notification has one out to the Change Manager, Donald Bell. Donald must complete the Release and Deployment Test form. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Complete Form (Pending) hyperlink.
    13. Navigate to CA Process Automation as Donald Bell.
      You will see one pending task to complete Release and Deployment Build and Test form.
    14. RMC on the task and click Reply. Complete the information in the Release and Deployment Build and Test form and  click finish.
    15. Navigate to the Change Order and scroll through the tasks.
      You will see a notification has one out to the Change Manager, Donald Bell. Donald must authorize checkin of baselined release package into the DML. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Approve/Reject (Pending) hyperlink.
    16. Navigate to CA Process Automation as Donald Bell.
      You will see one pending task to authorize checkin of baselined release package into DML. RMC on the task and hit ‘Reply’. Authorize checkin of baselined release package into DML by SACM, scroll down and hit finish.
  20. Navigate to the Change Order. Change Manager and CAB Approval is required as the  ‘type’ and level of ‘risk’ is associated with the Change. The status has changed to ‘Approval in Progress’ and the ‘CAB Approval’ flag is set to yes. Scroll through the tasks.
    You will see a notification has one out to the Change Manager, who is the manager of the Implementation Group, Donald Bell. Donald must approve or reject the Change Order. To complete this task Donald can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Approve/Reject (Pending) hyperlink.
  21. Navigate to CA Process Automation as Donald Bell.
    You will see one pending task to approve/reject Change Order.
  22. RMC on the task and click Reply.
  23. Complete the Approval/Rejection comments. Dependent upon whether the Change Manager Approves, Rejects, or marks the Change Order Incomplete, the Workflow takes different paths. Mark it as ‘Approved’.
  24. Navigate to the Change Order. Select Additional Information, Workflow Tasks, and scroll down through the tasks. You will see a notification has gone out to the CAB, including the CAB Manager, who incidentally is also Donald Bell. The CAB Manager, Donald, needs to Approve or Reject the Change Order on behalf of the CAB. To complete this task John can either click on the link provided in the email or scroll to the next pending task in the Workflow and click on the Task: Approve/Reject (Pending) hyperlink.
  25. As Donald, you see one pending task for CAB Approval. RMC on the task and hit ‘Reply’.
  26. Complete CAB Date/CAB Chair, and the CAB Approval/Rejection comments. Dependent upon whether the CAB Manager Approves, Rejects, or marks the Change Order Incomplete, the Workflow will take different paths. In this case mark it as ‘Approved’.
  27. Navigate back to the Change Order. The status of the Change Order is now ‘Approved’. Click on the WF Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to the Implementation Group, of which John McCarthy is a member. The Implementation Group is now responsible for implementing the RAM upgrade on TIXCHANGE.
  28. To complete this task Donald can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Other (Pending)’. As Donald, you will need to click on ‘Group Tasks’ on the left hand side of the pane since this task of Implementing the Change Order is assigned to the full Implementation Group. RMC on the Implementation task and hit ‘Reply’.
  29. The link in this task will bring you directly into CA SDM in context of the Change Order. Once the Implementation Group begins the RAM upgrade, Donald can hit Finish to complete the task.
  30. Navigate back to the Change Order. The status has changed from ‘Approved’ to ‘Implementation in Progress’. Click on the WF Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to all of the members of the Implementation Group, of which Donald Bell is a member. The Implementation Group is now responsible for confirming the successful implementation of the patches. To complete this task Donald can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Complete Form (Pending)’.
  31. As Donald, you will again need to click on ‘Group Tasks’ on the left hand side of the pane since this task of confirming implementation of the Change Order is assigned to the full Implementation Group. RMC on the Implementation Complete task and hit ‘Reply’. Implementation Status as ‘Complete’ or ‘Incomplete’ and as a result the Workflow will take different paths. In our case we will mark it as ‘Complete’.
  32. Navigate back to the Change Order. Navigate back to the Change Order. The status has changed to Deployed.
    The workflow will proceed to this step if you answered ‘Yes’ to Release Verification. Otherwise skip to step 33.
     
    1. Click on the WF Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to the Change Manager, Donald Bell, who needs to update the release number of all records of all Service CI’s associated with this Release. To complete this task Donald can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Approve/Reject (Pending)’.
    2. As Donald, you will again need to click on ‘Group Tasks’ on the left hand side of the pane since this task of confirming implementation of the Change Order is assigned to the full Implementation Group. RMC on the Implementation Complete task and hit ‘Reply’. Donald updates the release number of all Service CI’s associated with the Release. 
    3. Once complete he can hit ‘Finish’ on the task.
  33. Navigate back to the Change Order. The closure code has been set to ‘successful’. Click on the WF Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to all of the members of the Implementation Group, of which Donald Bell is a member. The Implementation Group is now responsible for doing a Post Implementation Review (PIR). To complete this task John can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Complete Form (Pending)’.
  34. As John, you will again need to click on ‘Group Tasks’ on the left hand side of the pane since this task of confirming implementation of the Change Order is assigned to the full Implementation Group. RMC on the Post Implementation Review task and hit ‘Reply’.
  35. Complete the Post Implementation Review Form, and once complete hit ‘Finish’.
  36. Navigate back to the Change Order. The status of the CO is set to ‘Closed’ as all steps in the Workflow are now complete and the RAM upgrade was successful.