How To Close a Change Request (CRQ) Using Remedy Change Management System
There are two ways that you can properly close an implemented/completed Change Request.


Closing via the Email Interface
Closing via the Remedy Web Tool
http://cmr.stanford.edu/
OR
https://remedyweb.stanford.edu/arsys/forms/remedyapp.stanford.edu/SHR:OverviewConsole
Since we are not conducting post-implementation review/audit, our current process allows you to bypass the “Completed” state which
basically is the Final Review phase. You can just go directly to “Closed” if the CRQ meets the following criteria.

The “Status” of the CRQ is either “Scheduled” or “Implementation In Progress” or “Completed”
AND

The “Scheduled End Date” has passed the current date and time
So, if the above conditions are met, you can follow the instructions in this document to properly close your completed CRQ.
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1. Closing Change Request via the Remedy Web Tool
http://cmr.stanford.edu/
OR
https://remedyweb.stanford.edu/arsys/forms/remedyapp.stanford.edu/SHR:OverviewConsole

At the Overview Console, do a search to bring up your to-be-closed CRQ
-
Click “Search”
Click the drop down arrow for a list of Request Type
Select “Infrastructure Change”
Click “Select”
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
Locate the Change Request of interest by typing in CRQ# in the “Change ID” text field (e.g. CRQ 212), then click
“Search” button at bottom of the form.
3

Once the search result displays the CRQ to be closed, you can now properly close it by setting its Status = “Closed” and
select from dropdown list the appropriate Status Reason (e.g. Successful, Successful with Issues, Unsuccessful, or Backed
Out.)
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2. Closing Change Request via the Email Interface
Once the change request Status has been set to “Scheduled”, meaning that it has been approved by all groups, and once its
Scheduled End Date has passed the current date and time; you as a change manager/implementer would receive an email from
Remedy requesting the CRQ to be closed.
The instruction of how to close CRQ via email method is included in the email body itself.
Basically, reply to Remedy email and:
 Replace XXXXXXX in the subject line with the word [Close]
 Replace YYYYYY in the email body with one of these appropriate values -- "Successful", "Successful with Issues",
"Unsuccessful", or "Backed Out"
Subject: Re: Remedy Change Request CRQ000000000216 [Close] requires to be closed.
Status Reason: [Successful]
Please see next page for the sample email message.
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From: Remedy Change Management <[email protected]>
Date: June 7, 2011 11:01:39 PM PDT
To: [email protected]
Subject: Remedy Change Request CRQ000000000216 [XXXXXXX] requires to be closed.
Reply-To: Remedy Change Management <[email protected]>
(To Close via email: Use Reply and replace XXXXXXX in the subject line with "Close". A Status
Reason ( below ) is a required field. To complete this task and close the request, please
replace YYYYYY with "Successful", "Successful with Issues", "Unsuccessful", "Backed Out".
Status Reason: [YYYYYY]
Change Summary: Update HelpSU portal to handle two letter SUNet IDs
Change Description:
Update HelpSU portal to handle two letter SUNet IDs
Change Manager: Chris Lundin
Impact: 4-Minor/Localized
Timing: Normal
Scheduled Start Date: 06/09/2011 06:30:00 AM
Scheduled End Date: 06/09/2011 06:30:00 AM
Maintenance Window: Yes
Outage Start Date: 06/09/2011 06:30:00 AM
Outage End Date: 06/09/2011 06:30:00 AM
Support Organization: IT Services
Support Group Name: ITS Help Desk Services
Affected Configuration Items:
Impact Analysis: Change will only be visible to two character SUNet ID holders who will now be able to
use portal
Install Plan: Run bundle update on main HelpSU package
Backout Plan: Roll back main package one revision and rerun bundle update
Tested: Yes
To review the details of this request, click here:
https://remedyweb.stanford.edu/arsys/forms/remedyapp.stanford.edu/SHR:OverviewConsole.
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