Work with Change Orders

Important! You can create and update change order tickets only if your administrator has enabled access to that capability for your role.
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HID_Self_Service_Change_Order
Change orders are tickets that track requests for changes within your IT operating environment. Change orders may also be requests for changes that vary from the original scope of a specific project or task.
Important!
You can create and update change order tickets only if your administrator has enabled access to that capability for your role.
Create a Change Order
Depending on the access level your administrator has granted, you may be able to create a change order ticket from your home page.
 If the "Create a new Change Order" link is not present in the Customer Service section of your home page, you have not been granted access to create change order tickets.
To create a change order, follow these steps:
  1. Click "Create a new Change Order" in the Customer Service section of your home page.
    The Create New Change Order page appears.
  2. Complete the fields as appropriate.
    See Change Order Fields for field definitions.
  3. (Optional) Click the Attach Document button if you want to attach a file or web page link to the ticket.
    The Create New Attachment page appears.
    1. Do
      one
      of the following:
      • Click Locate File and browse to a document to upload.
      • Enter a web address in the Web Page field.
    2. Click Save.
      The Create New Change Order page appears.
  4. Click Save.
    The ticket is saved and your home page appears.
Add Comments to a Change Order
Depending on the access level your administrator has granted, you may be able to add comments to an open change order ticket.
 After you have saved a comment, you cannot edit or delete it.
 If the Add Comment button does not appear on the Order Detail page, you have not been granted access to update change order tickets.
To add a comment to a change order, follow these steps:
  1. Click the link to your open change orders in the "Look up my existing tickets" section of your home page.
    Your list of open change order tickets appears.
     If you know the change order number, you can enter it in the search field and click Go to access the change orders directly.
  2. Click the Change Order # link for the ticket you want to comment on.
    The Change Order Detail page appears.
  3. Click the Add Comment button in the upper right-hand corner of the window.
    The Add Comment page appears.
  4. Enter your comment in the User Description field, and then click the Save button.
    Your comment appears in the History section of the Change Order Detail page.
Close or Reopen a Change Order
Depending on the access level your administrator has granted, you may be able to close a change order ticket, or reopen a change order ticket that has been closed.
If the Close Change Order and Reopen Change Order buttons do not appear on the Order Detail page, you have not been granted access to update change order tickets.
To close a change order ticket
  1. Click the link to your open change orders in the "Look up my existing tickets" section of your home page.
    Your list of open change order tickets appears.
    If you know the change order number, you can enter it in the search field and click Go to access the change order ticket directly.
  2. Click the Change Order # link for the ticket you want to close.
    The Change Order Detail page appears.
  3. Click the Close Change Order button in the upper right-hand corner of the window.
    The Close Change Order page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are closing the change order, and then click the Close Change Order button.
    The change order ticket's status is changed to Closed and the Change Order Detail page appears.
To reopen a change order ticket
  1. Click the link to your closed change orders in the "Look up my existing tickets" section of your home page.
    Your list of closed change order tickets appears.
    If you know the change order number, you can enter it in the search field and click Go to access the change order directly.
  2. Click the Change Order # link for the change order ticket you want to reopen.
    The Change Order Detail page appears.
  3. Click the Reopen Change Order button in the upper right-hand corner of the window.
    The Reopen Change Order page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are reopening the change order, and then click the Reopen Change Order button.
    The change order ticket's status is changed to Open and the Change Order Detail page appears.