1. RFC Creation

Creating a request for change (RFC) is known as submitting in Serena Service Manager. Requests for change may be submitted directly into the Change Management process or from another management process.

Tip: You can also automatically create an RFC when a CI is updated.

When creating an RFC, you add information about the RFC by completing the Submit form. The form contains multiple fields and tabs to enter appropriate information, such as:

Change Management Team members, who are secondary owners of the item until it is assigned to a change manager. (For information about group queues, see Group Queues.)
Change Title and Description
Change Type and Category
Urgency, Impact, and Priority (For details, see Urgency, Impact, and Priority.)
Primary CI
Note: When you select a configuration item on the submit form, a new baseline is created automatically in the Configuration Management System (CMS) for the configuration item. This process uses the Create CI Baseline submit path in the Change Management workflow. See Understanding Baselines for more information.
Affected CIs (For details, see 3. RFC Impact Analysis.)
Contact details
Announce Change
Risks
Communication, Training, and Marketing Plans
Implementation Plans
Linked Incidents and Problems

Note: If the RFC was created from an incident or problem, the details are pre-populated into the RFC.

To create an RFC directly:

Click the Changes application tab.
On the Submit pane, click Submit to My Preferred Projects.
Select the change management project to submit into.
Note: You will only be allowed to submit into a project if you have the appropriate permissions.
Complete the Submit form with the necessary information.
Note: You can modify the workflow to select which fields are mandatory at each step of the process. For example, the default workflow requires that the submitter select a value for the Change Type and Priority fields. Your process may require the Change Manager to set these values when assessing the RFC. You can modify the workflow accordingly.
Click Submit to create the new RFC.

When the RFC is created, it is assigned a unique item ID and moves to the Classification Queue state where change management team members are selected and then to the Classification state where the change manager determines how the change will be addressed.

Tip: You can find the items that you submitted by using Search by Submitter functionality and searching for items submitted by Current User.