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--- onboarding:ticketer:change_management_-_introduction [2017/11/14 11:51] – mmcc
+++ onboarding:ticketer:change_management_-_introduction [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Change Management - Introduction ======
+Author: Michelle McCausland
+----
+**Note: Crown Castle is no longer a customer of Errigal**
+<del>===== What is Change Management (CM) =====
+The change management application is a version of the Ticketer that is used by Crown Castle to manage change requests in their network.
+----
+===== User Roles =====
+The assigned User Role entries are the most important as they govern permissions in the CM Tool client.
+For example, "can I view this ticket? can I edit it? can I change states on it?"...
+  - A ChangeMgmt - Manager user is basically a power user.  Approval permissions are full unless there are conflicting entries of another role in the ChangeMangementManager table.
+  - A ChangeMgmt - Approver user get to see/edit certain things in the GUI/Client, though ability to approve is governed by the ChangeManagementManager entries.
+----
+===== ChangeMangementManager entries (The approver permissions assignment table) =====
+Fine-grained approval permissions to determine who should be assigned the 'owner' of any given ticket when the status is updated or when an email is sent.
+It breaks down like User-Region>District>ChangeType>ChangeActivity.
+These are queried in the code during state changes and in the CM Email templates (ticket.retrieveApprovers() and ticket.retrieveApproverEmailAddresses()).
+These perform 2 tasks:
+. Can I change a state and will I become an owner of the ticket?  (This is important)
+  * Yes if I have UserRole ChangeMgmt - Approver, and have corresponding ChangeManagementManager entries with UserRole ChangeMgmt - Approver that match district, change type and change activity.
+  * No if I have UserRole ChangeMgmt - Approver and do not have corresponding ChangeManagementManager entries with UserRole ChangeMgmt - Approver.
+  * Yes if I have ChangeMgmt - Manager role and do not have corresponding ChangeManagementManager entries for either UserRole.
+  * Yes if I have ChangeMgmt - Manager role and have corresponding ChangeManagementManager entries for UserRole ChangeMgmt - Manager that only require Region, User and UserRole (not District, ChangeType or ChangeActivity which should remain NULL).
+  * No if I have ChangeMgmt - Manager role and have corresponding ChangeManagementManager entries for UserRole ChangeMgmt - Approver, as the ChangeManagementManager entries can override approval determination.
+. Will I get an email?  (Implemented in Email Template configuration, ticket.retrieveApproverEmailAddresses())
+  * Yes if you are a valid approver and have the correct ChangeManagementManager entries.
+  * Yes if you are a CM Manager and have the correct ChangeManagementManager entries.
+  * No if you are a non-Manager user and are not a valid Approver per UserRole and ChangeManagementManager assignments
+  * No if you are a CM Manager and do NOT have the correct ChangeManagementManager entries.
+This is a bit reduced, but hopefully gets the main points across.
+I recommend testing a bit on QA if you are not sure about it prior to any modification.
+----
+===== User config =====
+Due to the way that the Change Management Tool works, it is strongly recommended that Change Management Requestors have separate accounts from their normal Ticketer accounts, and that the Change Requestor accounts have the Global visibility assigned.
+When creating a Change Request, if the user does not enter a leading zero for the hour field when submitting a time between midnight and 9:00 AM, it will cause the Change Requester to receive an error
+----
+===== Assign a change approver =====
+Example:
+<code>Please make Jason Wassel the change approver for the MDV district effective immediately.</code>
+  * It requires around 40 sql statements to execute but this may change over time. In this case the way the change_activity_id s and the change_type_id s were obtained by checking a user who already had the Change Approver status.
+<code>
+SELECT
+    change_activity_id, change_type_id
+FROM
+    ticketer.change_management_manager
+WHERE
+    user_role_id = 20 AND region_id = 2
+        AND user_id = 33;
+</code>
+This will give the change_activity_id and change_type_id of an Assigned Arriver - The approver has a user id of 33 in this case
+In this case we are creating an assigned approver who has a user id of 193, a user role id of 20 (this is usually the Change Management Role)
+The user is to be the assigned approver of the MDV district (id of 6) in the North East Region (id of 2)
+I would suggest using Excel and Concatenate to obtain the queries but should look something like:
+<code>insert into change_management_manager(region_id, district_id, user_id, user_role_id, change_activity_id, change_type_id) values(2, 6, 193, 20, 3, 1);</code>
+Also once complete, the inserts can be viewed if they were successful in Ticketer/changeManagementManager or go to Ticketer/admin then go to:
+<CROWNURL>/Ticketer/changeManagementManager/index
+Here is a fuller query which joins all the relevant change management tables:
+<code>
+SELECT
+cmm.id as changeManagementId,
+    r.name as regionName,
+    u.id as userId,
+    u.login as username,
+    ca.id as changeActivityId,
+    ca.change_activity as changeActivity,
+    ct.id as changeTypeId,
+    ct.change_type as changeType,
+    d.id as districtId,
+    d.name as district
+FROM
+    change_management_manager cmm
+        JOIN
+    user u ON u.id = cmm.user_id
+        JOIN
+    change_management_change_activity ca ON cmm.change_activity_id = ca.id
+        JOIN
+    change_management_change_type ct ON cmm.change_type_id = ct.id
+        LEFT JOIN
+    district d ON cmm.district_id = d.id
+        LEFT JOIN
+    region r ON cmm.region_id = r.id
+WHERE
+    user_id = 522;
+</code></del>

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