Hello,
Please, we’ve implemented a change management process.
I’d like to know how we can track post-production follow-ups with their respective timelines directly within the same change ticket.
Question
Change management workflow
+4Hi there,
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Here is the response we thought might assist you:
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
## Track Post‑Production Follow‑ups (within the same Change)
You can manage all post-production activities and their timelines inside the original Change using a combination of workflow tabs/action items, tasks, activities, and reminders. Here are practical options—pick one or combine as needed:
### Option 1: Add a “Post‑Implementation” workflow tab
- Use Workflow Designer to add a tab after “Implement/Review” (e.g., “Post‑Prod Monitoring,” “Hypercare,” or “Follow‑ups”).
- Add action items for each follow‑up (e.g., “Validate KPIs at +24h,” “User feedback review at +72h,” “Stability sign‑off at +7d”).
- Assign each action item to the responsible admin/group, set due dates (timelines), and enable notifications.
- Benefits: Clear gated process, due dates per action item, SLA/overdue highlighting on the tab.
How:
- Go to Settings > Service Desk > Change Templates > open your template.
- Open Workflow Designer.
- Insert a new tab after your “Implement/Review.”
- Add action items (process or approval), set “Assigned to,” “Due date,” and “Notification ID.”
- Save template; future changes using this template will include the new tab.
### Option 2: Use Tasks (child items) with dates
- From the Change, add Tasks for each follow‑up checkpoint (you can create a “Post‑Prod Follow‑up” task template).
- Set Start/Due dates per task and assign owners.
- Benefits: Granular tracking and Gantt-like visibility in task lists.
How:
- In the Change record, click “Tasks” > New Task (or from template).
- Name tasks with the time marker (e.g., “Post‑prod KPI check – T+24h”).
- Set due dates and assignees; enable task notifications.
### Option 3: Log Activities with reminders
- Add Activities for scheduled checkpoints and include: date/time, outcome, and next steps.
- Create reminders/escalation rules to notify the owner before the planned checkpoint.
- Benefits: Lightweight for simple follow‑ups.
How:
- In the Change, click “Activities” > New Activity, set “Planned Start/End.”
- Use Settings > Service Desk > Escalation Rules to send reminders X hours/days before the Activity due.
### Option 4: Post‑Implementation Review (PIR) form
- Add a custom “PIR” form (fields) on a dedicated workflow tab to capture outcomes (KPIs, incidents post‑go‑live, rollback notes).
- Include an Approval action item for final sign‑off after monitoring period expires.
How:
- In the template’s Form Designer for that tab, add custom fields (e.g., “Issues observed,” “MTBF,” “User satisfaction,” “Rollback needed?”).
- Add an Approval action item “PIR Sign‑off” with due date = go‑live + N days.
### Timelines and automation tips
- Due dates: Use relative dates in templates (e.g., Implement completion date + 1 day) if you maintain those via a small rule or set them manually upon completion of Implement.
- Notifications: In each action item’s Attributes, set a Notification ID that includes reminders and embedded actions if approvers are end users.
- Escalation: Create rules to alert when follow‑ups are overdue.
- Calendar: Activities and due dates will appear on admins’ calendars; PSOs can also be posted as Activities if useful.
- Visibility: Keep the “Change Details” tab read‑only post‑go‑live and make only the Post‑Implementation tab editable for follow‑up owners.
Would you like me to walk you through adding a “Post‑Implementation” tab to your existing template and suggest default action items (T+24h, T+72h, T+7d), with fields and notifications? If you share your current template name and which checkpoints you need, I’ll tailor the steps.
You can manage all post-production activities and their timelines inside the original Change using a combination of workflow tabs/action items, tasks, activities, and reminders. Here are practical options—pick one or combine as needed:
### Option 1: Add a “Post‑Implementation” workflow tab
- Use Workflow Designer to add a tab after “Implement/Review” (e.g., “Post‑Prod Monitoring,” “Hypercare,” or “Follow‑ups”).
- Add action items for each follow‑up (e.g., “Validate KPIs at +24h,” “User feedback review at +72h,” “Stability sign‑off at +7d”).
- Assign each action item to the responsible admin/group, set due dates (timelines), and enable notifications.
- Benefits: Clear gated process, due dates per action item, SLA/overdue highlighting on the tab.
How:
- Go to Settings > Service Desk > Change Templates > open your template.
- Open Workflow Designer.
- Insert a new tab after your “Implement/Review.”
- Add action items (process or approval), set “Assigned to,” “Due date,” and “Notification ID.”
- Save template; future changes using this template will include the new tab.
### Option 2: Use Tasks (child items) with dates
- From the Change, add Tasks for each follow‑up checkpoint (you can create a “Post‑Prod Follow‑up” task template).
- Set Start/Due dates per task and assign owners.
- Benefits: Granular tracking and Gantt-like visibility in task lists.
How:
- In the Change record, click “Tasks” > New Task (or from template).
- Name tasks with the time marker (e.g., “Post‑prod KPI check – T+24h”).
- Set due dates and assignees; enable task notifications.
### Option 3: Log Activities with reminders
- Add Activities for scheduled checkpoints and include: date/time, outcome, and next steps.
- Create reminders/escalation rules to notify the owner before the planned checkpoint.
- Benefits: Lightweight for simple follow‑ups.
How:
- In the Change, click “Activities” > New Activity, set “Planned Start/End.”
- Use Settings > Service Desk > Escalation Rules to send reminders X hours/days before the Activity due.
### Option 4: Post‑Implementation Review (PIR) form
- Add a custom “PIR” form (fields) on a dedicated workflow tab to capture outcomes (KPIs, incidents post‑go‑live, rollback notes).
- Include an Approval action item for final sign‑off after monitoring period expires.
How:
- In the template’s Form Designer for that tab, add custom fields (e.g., “Issues observed,” “MTBF,” “User satisfaction,” “Rollback needed?”).
- Add an Approval action item “PIR Sign‑off” with due date = go‑live + N days.
### Timelines and automation tips
- Due dates: Use relative dates in templates (e.g., Implement completion date + 1 day) if you maintain those via a small rule or set them manually upon completion of Implement.
- Notifications: In each action item’s Attributes, set a Notification ID that includes reminders and embedded actions if approvers are end users.
- Escalation: Create rules to alert when follow‑ups are overdue.
- Calendar: Activities and due dates will appear on admins’ calendars; PSOs can also be posted as Activities if useful.
- Visibility: Keep the “Change Details” tab read‑only post‑go‑live and make only the Post‑Implementation tab editable for follow‑up owners.
Would you like me to walk you through adding a “Post‑Implementation” tab to your existing template and suggest default action items (T+24h, T+72h, T+7d), with fields and notifications? If you share your current template name and which checkpoints you need, I’ll tailor the steps.
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