Use Cases

These use cases assume that you have previously enabled Change Request Management following the above instructions.

Track firewall changes made to resolve a ticket maintained in an external system

In this use case, a user is making firewall changes to resolve a ticket maintained in an external system. The user wants to associate change log events resulting from those firewall changes, with a change request. Follow this procedure to create a change request and associate change log events with it.

  1. Create a Change Request. Use the ticket name or number from the external system as the name of the change request. Use the description field to add the justification for the change or other relevant information.

  2. Make sure the new change request is visible in the change request toolbar.

  3. Make the firewall changes.

  4. In the navigation pane, click Change Log and find change log events associated with your new change request.

  5. Clear the Change Request Toolbar when done.

Manually update individual change log events after firewall changes have been made

In this use case, a user made firewall changes to resolve a ticket maintained in an external system but forgot to use the change request management feature to associate change requests with the change log events. The user wants to go back into the change log to update change log events with the ticket number. Follow this procedure to associate change requests with change log events.

  1. Create a Change Request. Use the ticket name or number from the external system as the name of the change request. Use the description field to add the justification for the change or other relevant information.

  2. In the navigation pane, click Change Log and search for the change log events associated with the firewall changes.

  3. Associate a Change Request with a Change Log Event.

  4. Clear the change request toolbar when done.

Search for change log events associated with a change request

In this use case, a user wants to find out what change log events were recorded in the Change Log as a result of the work done to resolve a ticket maintained in an external system. Follow this procedure to search for change log events that are associated with a change request:

  1. In the navigation pane, click Change Log.

  2. Search for change log events associated with change requests using one of these methods.

    • In the Change Log search field, enter the exact name of the change request in order to find change log events associated with that change request. CDO highlights change log events with exact matches.

    • Filter Change Requests to find the change log events.

  3. View each change log to find the highlighted change log events showing the associated change request.