The allowed response time depends on how the application administrator
configured the BMC Remedy Change Management application. The default is 10
days. If the requester is not satisfied with the change request, the requester can
reopen it. The change manager is notified that the request is reopened, and must
Hi Snehal, thanks for the response. I've checked the Application Administration Console, and see that under Change Management->Advanced Options->Rules there is a default rule that appears to auto-close a change after 10 days. Is this the same defaulkt setting you are referring to?
I created a test change request, stepped it throught the various Status states using the Process Flow Status bar, and moved it into the Closed status. Once I do this, I don't seem to be able to move the Change Request back to any other Status, regardless of whether I'm the requester or logged in with our Administrative account -- I always received the ARERR message identified above. I understand that Change Requests shouldn't arbitrarily be move out of the Closed state, but assume there must be some way to re-open a Closed Change Request if absolutely necessary? Thnaks again.
Ideally once the status of any request is Closed, we cannot reopen it. This has been done as a part of standard ITSM configuration. If you search for SYS:StatusTransitionRules form, you will find all the standard status transition rules defined for all modules.
If you want to allow status transition from Closed status too, then you need to disable the rule for respective module.
But this is recommanded to follow the standard practice. Hope this helps you.
once a Change has transitioned to the "Closed" Status, it is considered finalised and complete therefore the system will not allow you to "Re-open" the same request. However, dependent on your Functional Roles and Permissions, you can "Re-open" a request where the system will create a copy of the original and transfer the Closed requests values to the new Change and associated it to the original.
The "Closed" Status is considered a final stage, therefore no users should actually manually move to this Status (although the system allows) and this should be defined in your Change Process / Work Instructions. The auto closure rules are defined to allow the re-opening of a request from the "Completed" Status for x amount of days from the Completion of the Change.