cr creation procedure

7/27/2019 CR Creation Procedure

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Last Updated: 11/3/2005 4:08 AM 1 of 24

Magic TSD


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Revision HistoryDate Version Description Author

09/02/2004 1.0 Existing Document JTR

09/13/2005 1.1 Modified format. SLR

10/20/2005 2.0 Modified content for new Magic module SLR

ACCESSING MAGIC:................................................................................................................................3

SUMMARY:.................................................................................................................................................5

CHANGE MANAGEMENT:......................................................................................................................6

CREATE CR:............................................................................................................................................................................... 7

HELP DESK (INCIDENTS):....................................................................................................................17


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Accessing Magic:

Enter url for Magic: http://napdcm70j/magictsd/

Enter Username and Password
http://napdcm70a/magictsd/http://napdcm70a/magictsd/


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This screen will appear when you have successfully signed in:


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Summary:

Magic is used to manage CRs and to monitor and resolve Help Desk (Magic) Tickets.

Please follow the best practice Change Management for DBA Tasks to determine when a CR is

required, versus a Magic Ticket. The best practice is located under the url http://itbestpractices/ select

Enterprise Architecture, then scroll down the list to Change Management for DBA Tasks.

There are 4 types of CRs, Fasttrack, Planned, Unplanned, and Emergency. The document above will list

which type of CR is required for a given change.

Fasttrack CRs require DBA Manager Approval, or a designated approver in his absence.

Planned CRs requires a 5 day lead time, and must be reviewed in the weekly Change Managementmeeting. This meeting is held every Wednesday at 10:00am CDT. In order to be included on the

agenda, a Planned CR must be approved by 5:00pm CDT on the preceding Monday.

Unplanned CRs require DBA Manager Approval, along with VP approval. These are used in the

event that the change cannot wait for 5 days.

Emergency CRs require DBA Manager Approval, along with VP approval. These are used in the

event of a Sev 1 problem.
http://itbestpractices/http://itbestpractices/


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Change Management:

A CR must be associated with a Problem Management case. There are approximately 35 standardProblem Management cases open for routine maintenance. Additionally, one Problem Management casewill be created for each project. (i.e. 11.5.10 Upgrade, OMS Encryption, ECOM migration to AIX, etc.)

Before you begin creating a CR, identify which Problem Management case you will use. If you have anydoubts on which case to use, please contact the Level 2 support team for clarification. Do not create a

new Problem Management case.

The following section outlines the process to create a CR.


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Create CR:

Click on Tech Monitor under Problem Management on the left side of the window.


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This will open the Tech Monitor window.

Check the All Staff members for this group. Then click on the Problem Management Tab at thebottom.

This will open up all of the active Problem Management cases for the group.


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Us the scroll keys along the right side of window, to page up or down through the Problems.

Once you have located the appropriate Problem Description, double click on the line to open up theProblem.

** If you cannot locate an appropriate Problem, contact Level 2 support for advise, or the individual thatassigned the task. Do not create a new Problem.


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Click on the Change tab located at the bottom of the screen. Then, right click in the white space to add anew change.


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This will open a new CR screen:Items marked 1 through 13 must be completed before you can save the CR and obtain a number.

1 23

1011

678

9

5

4

1213


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1. Click on arrow to the right of the CR Type box. Select the type of CR from the list by doubleclicking on the option listed.

2. If the CR is Unplanned, you must enter a reason. Double click on arrow to the right of the IfUnplanned box. Select the reason from the list by double clicking again.

3. Enter the Risk Level, typically Low.4. Enter Jason R in the Requestor Manager box. Press the TAB key, which will complete the

manager name.

5. Enter a description of the change and the execution plan (if applicable).6. Enter your back-out plan.7. Enter the Impact of not making the change.8. Enter any Dependencies. I.e. if you are modifying a backup script to correct an error, a

dependency would be the backup.


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9. Click on arrow to the right of the UAT Docs box. Select No from the list by double clicking on

the option listed. Enter the following reason: Internal DBA Maintenance.

10.Enter the Planned Start Date and Time by clicking the icon to the right of the box. This will openup a calendar. Double click on the appropriate day. You must then type over the populated time

with your planned time. Please enter time in CDT (Middleton) time zone.

11.Enter the Planned End Date and Time by clicking the icon to the right of the box. This will openup a calendar. Double click on the appropriate day. You must then type over the populated time

with your planned time. Please enter time in CDT (Middleton) time zone.

12.Enter the name of the person that will be executing the CR.13.Enter the contact information of the person that will be executing the CR.

Once you have entered all of the information. Click on the diskette icon at the top, left, to save. This will

close the window, and return you to the Problem Management window.

There is still one more step before the CR creation is completed. Manager approval is no longer

automatic; you must add it to the CR after creation.

Ensure you are in the correct Problem Management window. Again, click on the Changes tab. Re-open

the CR by double clicking on it.

Once in the CR window, click on the Change Approvals tab. Right click in the white area and select Add

New Change Approval.


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This will open the Change Client approval window:


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Enter REICHHOJ, or a designated approver in Jasons absence, in the Approver ID box, and then click on

the arrow to the right of the Approval Type box. Select Manager by double clicking.

Click on the diskette icon at the top, left, to save. This will close the window, and return you to the CRwindow.


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You will receive an e-mail, stating that manager approval has been requested for the CR.

After the CR has been approved by Jason, or the designated approver, you will receive an e-mailnotification, stating that management approval has been received. If the CR involves a database outage,

you must send out a notification e-mail upon CR approval. Please see the Instance Outage Notificationdocument on the sharepoint site.

The CR will then be assigned to the Change Management group, until implementation, at which time, itwill be assigned back to you.

If the change requires an outage, then you must send the following notifications to Phoenix:1. Before the outage begins, send an e-mail Phoenix PCG Dist List, and Phoenix OPS Dist List, and

the DBA team, to let them know that you are beginning the change (include the CR #), and what

servers or applications will be effected.2. When you have completed, send another to e-mail Phoenix PCG Dist List, and Phoenix OPS Dist

List, and the DBA team, with the completion status.

When the CR is assigned back to you, it will appear in the queue under Tech Monitor. At that time youcan close it the same way you close a Help Desk ticket.


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Help Desk (Incidents):All open Help Desk tickets may be viewed by clicking on Tech Monitor, from the home page.

By default, only tickets assigned to you will appear. Check the box next to All Staff members for thisgroup to see all open tickets.


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Double click anywhere in the line to open a specific ticket.


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The specific problem will be outlined in the Problem Description. Enter any notes, or actions to resolve

issue in the Problem Resolution box. This is not as sophisticated as SRT, therefore you must enter your

user id and date before each entry.

Please use the following format:

DDMonYY: i.e. robbsara 01Nov05:


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If you are actively working on a ticket, assign the ticket to your user id. Click on Support Staff underAssign To.

This will open the support staff window. Enter your user id and click on Requery.


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Select your user id by double clicking on the result.


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This will close the window and return you to the ticket. Ensure that you save your changes.

When the problem/issue has been resolved, enter the resolution in the Problem Resolution box, save, and

Close. Click on Quick Close under Actions.


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The ticket will then be closed.

All open tickets are monitored by Jason Reichoff and Chuck Noone. The Issue Severity determines the

amount of time in which the ticket must be resolved. (This information is outlined in a separate

document). Please ensure that issues are resolved within the timeline specified. Additionally, when the

issue is resolved, please close the ticket.

cr creation procedure

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