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Cisco Defense Orchestrator

Change Request Management

About Change Request Management

Change request management allows you to associate a change request and its business justification, opened in a third-party ticketing system, with an event in the Change Log. Use change request management to create a change request in CDO, identify it with a unique name, enter a description of the change, and associate the change request with change log events. You can later search the Change Log for the change request name. 

Note: You may also see references to Change Request Tracking in CDO. Change Request Tracking and Change Request Management refer to the same functionality. 

Enable Change Request Management

Enabling change request management affects all users of your tenant. To enable Change Request Management, follow this procedure:

  1. From the user menu, select Settings.
  2. Slide the button under Change Request Tracking to show a green check mark.

Once confirmed, you see the Change Request toolbar appear in the lower left corner of the Defense Orchestrator interface and the Change Request drop-down menu in the Change Log.

Create a Change Request

  1. From any CDO page, click the blue + button in the change request toolbar located in the bottom left corner of the page.
  2. Give the change request a name and a description. Have the change request name reflect a change request identifier your organization wants to implement. Use the description field to describe the purpose of the change.

Note: You can’t change the name of a change request once you create it.

  1. Save the change request.

Note: CDO saves the change request associates all new changes with that change request name until you disable change requests or clear the change request information in the change request toolbar.

Associate a Change Request with a Change Log Event

  1. Open the Change Log by navigating Monitoring > Change Log.
  2. Expand the change log to show the events you want to associate with a change request.
  3. In the Change Request column, click the drop-down menu for the event. Note that the newest change requests are listed at the top of the change request list. 
  4. Click the name of a change request and click Select.

Search for Change Log Events with Change Requests

  1. Open the Change Log by navigating Monitoring > Change Log.
  2. 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.

Search for a Change Request

  1. Click the change request menu in the change request toolbar.
  2. Start typing the change request name or a keyword you are searching for. You will start to see results for partial matches, both in the name field and description field, in the change request list.

Filter Change Requests

There is a Change Request filter in the filter tray that you can use to find change log events.

  1. In the filter tray on the left side of the Change Log page, locate the Change Requests area.
  2. Expand the filter and start typing the name of the change request in the search field. Partial matches start to appear below the search field.
  3. Select the change request name, check the corresponding checkbox, and matches appear in the Change Log table. CDO highlights change log events with exact matches.

Clear the Change Request Toolbar

Clearing the change request toolbar prevents change log events from being automatically associated with an existing change request.

  1. Select the change request menu in the change request toolbar.
  2. Click Clear. The change request menu changes to None.

Clear a Change Request Associated with a Change Log Event

  1. Open the Change Log by navigating Monitoring > Change Log.
  2. Expand the change log to show the events you want to disassociate from change requests.
  3. In the Change Request column, click the drop-down menu for the event.
  4. Click Clear.

Delete a Change Request

When you delete a change request, you delete it from the change request list not from the change log.

  1. Click the change request menu in the change request toolbar.
  2. Click the change request name.
  3. Click the delete icon in that row.
  4. Click the green checkmark to confirm you want to delete the change request.

Disable Change Request Management

Disabling change request management affects all users of your account. To disable Change Request Management, follow this procedure:

  1. From the username menu, select Settings.
  2. Slide the button under Change Request Tracking to show a grey X.

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. Open the Change Log by navigating Monitoring > 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. Open the Change Log by navigating Monitoring > Change Log and search for the change log events associated with the firewall changes.
  3. Associate a change request with the change log events.
  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. Open the Change Log by navigating Monitoring > 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. 
  1.  View each change log to find the highlighted change log events showing the associated change request.
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