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Knowledge Document: The OpenText Process for Change Requests (CRs)

Caroline Oest
 
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Environment

Support Portal


Situation

Once a CR is created and published, it is now OpenText policy to close the associated support case and provide a link to the published CR. The current status of the CR can then be checked on demand.


Resolution

The status of a CR can be tracked via the URL provided at case closure. The URL format is https://kmviewer.saas.microfocus.com/#/OCTCR where OCTCR is the full CR id.
For example - https://kmviewer.saas.microfocus.com/#/OCTCR19U1984389

Status of a CR
The CR status and metadata are automatically updated as the CR flows through its lifecycle. The current status of the CR can be seen in the diagram in the center of the CR. Status definitions are as follows:

  • Investigation: Currently being considered for inclusion in a future release.
  • Deferred: Accepted but not assigned to a target release.
  • Action: Planned or being worked on for a release.
  • Fix Available: A fix is available for at least one supported version and available for download from SLD.
  • Completed: Fixes are available for all supported version and available for download from SLD.
  • Closed-no change: Not being implemented.
  • Duplicate: A duplicate CR.



Fixes and Versions
Download fixes and versions or  find out more about available fixes(patches).

Metadata of a CR
The metadata section of the CR gives details specific to this CR.

  • Document ID: The identifier of the CR.
  • Status: The status as detailed above.
  • Published: The date the CR was published in the KB.
  • Last Modified: The date the CR status was last modified.
  • Product(s): The product(s) and version(s) affected.
  • Media Version(s): The patch(es) and/or media version(s) downloads that are affected.
  • Fixed Version(s): The patch(es) and/or version(s) fixed in.


Customer Symptom/Resolution and Workaround Fields
These are optional fields and may contain additional information describing the CR.

Questions?
The CR status and metadata is automatically updated as the CR flows through its lifecycle. If you have further questions for a specific CR, please raise a new case and reference the CR URL.

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