Download - CR Creation Procedure
-
7/27/2019 CR Creation Procedure
1/24
Mattel
Last Updated: 11/3/2005 4:08 AM 1 of 24
Magic TSD
-
7/27/2019 CR Creation Procedure
2/24
Mattel
Last Updated: 11/3/2005 4:08 AM 2 of 24
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
-
7/27/2019 CR Creation Procedure
3/24
Mattel
Last Updated: 11/3/2005 4:08 AM 3 of 24
Accessing Magic:
Enter url for Magic: http://napdcm70j/magictsd/
Enter Username and Password
http://napdcm70a/magictsd/http://napdcm70a/magictsd/ -
7/27/2019 CR Creation Procedure
4/24
Mattel
Last Updated: 11/3/2005 4:08 AM 4 of 24
This screen will appear when you have successfully signed in:
-
7/27/2019 CR Creation Procedure
5/24
Mattel
Last Updated: 11/3/2005 4:08 AM 5 of 24
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/ -
7/27/2019 CR Creation Procedure
6/24
Mattel
Last Updated: 11/3/2005 4:08 AM 6 of 24
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.
-
7/27/2019 CR Creation Procedure
7/24
Mattel
Last Updated: 11/3/2005 4:08 AM 7 of 24
Create CR:
Click on Tech Monitor under Problem Management on the left side of the window.
-
7/27/2019 CR Creation Procedure
8/24
Mattel
Last Updated: 11/3/2005 4:08 AM 8 of 24
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.
-
7/27/2019 CR Creation Procedure
9/24
Mattel
Last Updated: 11/3/2005 4:08 AM 9 of 24
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.
-
7/27/2019 CR Creation Procedure
10/24
Mattel
Last Updated: 11/3/2005 4:08 AM 10 of 24
Click on the Change tab located at the bottom of the screen. Then, right click in the white space to add anew change.
-
7/27/2019 CR Creation Procedure
11/24
Mattel
Last Updated: 11/3/2005 4:08 AM 11 of 24
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
-
7/27/2019 CR Creation Procedure
12/24
Mattel
Last Updated: 11/3/2005 4:08 AM 12 of 24
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.
-
7/27/2019 CR Creation Procedure
13/24
Mattel
Last Updated: 11/3/2005 4:08 AM 13 of 24
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.
-
7/27/2019 CR Creation Procedure
14/24
Mattel
Last Updated: 11/3/2005 4:08 AM 14 of 24
This will open the Change Client approval window:
-
7/27/2019 CR Creation Procedure
15/24
Mattel
Last Updated: 11/3/2005 4:08 AM 15 of 24
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.
-
7/27/2019 CR Creation Procedure
16/24
Mattel
Last Updated: 11/3/2005 4:08 AM 16 of 24
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.
-
7/27/2019 CR Creation Procedure
17/24
Mattel
Last Updated: 11/3/2005 4:08 AM 17 of 24
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.
-
7/27/2019 CR Creation Procedure
18/24
Mattel
Last Updated: 11/3/2005 4:08 AM 18 of 24
Double click anywhere in the line to open a specific ticket.
-
7/27/2019 CR Creation Procedure
19/24
Mattel
Last Updated: 11/3/2005 4:08 AM 19 of 24
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:
-
7/27/2019 CR Creation Procedure
20/24
Mattel
Last Updated: 11/3/2005 4:08 AM 20 of 24
-
7/27/2019 CR Creation Procedure
21/24
Mattel
Last Updated: 11/3/2005 4:08 AM 21 of 24
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.
-
7/27/2019 CR Creation Procedure
22/24
Mattel
Last Updated: 11/3/2005 4:08 AM 22 of 24
Select your user id by double clicking on the result.
-
7/27/2019 CR Creation Procedure
23/24
Mattel
Last Updated: 11/3/2005 4:08 AM 23 of 24
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.
-
7/27/2019 CR Creation Procedure
24/24
Mattel
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.