Track the Number of Incidents Caused by a Change Request mApp Solution 1.0

Use the Track the Number of Incidents Caused by a Change Request mApp® Solution to identify and track the number of Incidents caused by Change Requests.

This is a Cherwell Labs mApp Solution. Functionality, testing, and documentation are limited or incomplete. Cherwell support is not provided for this mApp Solution, so install it at your own risk on a test environment before installing it on a production system.

Platform Version Requirements: Tested on CSM 5.0.0.

Out-of-the-Box Content Version Requirements: Tested on CSM 5.x and 6.x

Prerequisite Requirements: None

Overview

Track the Number of Incidents Caused by a Change Request [variable here]

This mApp Solution includes features such as a new Business Object (Incident Caused By Change Request Reason) and new One-Step Actions (example: Caused By Change Request Reason, Caused By Linked Change Request, etc.), Saved Searches (example: All Incidents Caused By A Change Request, All Resolved/Closed Incidents Caused By Change, etc.), and Widgets (example: Total Open Incidents Caused By Change Requests).

How the mApp Solution Works

Download the mApp Solution from the Cherwell mApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp wizard generates a Blueprint, which can then be viewed and published to a test or Live system to commit the changes.

The mApp Solution includes the following items:

Item Category

Item

Typical Merge Action

Business Object

 

 Change Request, Incident Merge
Incident Caused by Change Request Reason Import

One-Step Action

 

 Caused By Change Request ID, Caused By Change Request Logical Field, Caused By Change Request Reason, Caused By Linked Change Request, Clear Change Request ID, Delete Caused By Fields, Incident Caused By A Change Request Import
Never Fixed Incident, Recurring Incident Overwrite
Stored Query All Incidents Caused By A Change Request, All Open Incidents Caused By A Change Request, All Open Service Requests Caused By Change, All Resolved/Closed Incidents Caused By Change, All Resolved/Closed Service Requests Caused By Change Import
Widget Total Open Incidents Caused By Change Requests, Total Open Service Requests Caused By Change Requests Import
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp Solution, but not altered in any way. The mApp Solution includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

  • About Incidents and Service Requests
  • About Change Requests
  • About mApp Solutions

Apply the mApp Solution

To apply the mApp Solution, perform the following high-level steps:

  1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
  2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
  3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.

Configure the mApp Solution

After applying the mApp Solution, perform the following high-level steps to configure the mApp Solution:

  1. (Optional) Add the new Widgets to a Dashboard of your choice.

How to Use the mApp Solution in the Desktop Client

There are two ways to use the mApp Solution functionality, including: