Dynamics365 Change Process

Background

In order to provide a consistent approach to processing change requests for Dynamics365 changes, a more automated workflow has been designed. The workflow was agreed between Production Operations and Dynamics365 Support. The current workflow was implemented on 31st December 2022 under Change Request CHN-50.

Agents

Any user who is an agent on Freshservice can raise a change request by clicking on the blue circle/white cross and selecting "Change". Agent have the ability to edit and be assigned change requests

Non-Agents (Contacts)

Non-Agents can raise a change request from the portal by clicking the "Request a Change" button. Non-agents cannot be assigned a change request.

EY Users

EY users have Accelerant email addresses. They have been added to the Accelerant - Change Requesters contact group. This allows them to raise a change request from the portal. When they log a change request it will automatically be assigned to the "Dynamcis365 F&O Support" group.

HSO Users

HSO users have been added to the "Accelerant - Change Requesters" contact group. This allows them to raise a change request from the portal. When they log a change request it will automatically be assigned to the "Dynamcis365 F&O Support" group. They do not have an Accelerant email address, however, the domain hso.com has been added as an accepted domain in Freshservice allowing them to access the portal and raise change requests providing they have been added to the "Accelerant - Change Requesters" contact group.

Dynamics365 Freshservice Change Workflow Diagram

Dynamics365 Workflow for Non-Emergency Change Requests

Please note, the workflow on applies when a change request is logged using the category "Dynamics365" and the change type is Minor or Major. If another category is selected or the change type is emergency a separate workflow will be used. the emergency workflow is detailed below.

Change Request Logged Change Request logged using the Category "Dynamcis365". Once logged the change request will automatically be assign to the "Accelerant - Dynamcis365 F&O Support" group in Freshservice. Members of this group will be notified via email. Phase "Open" A member of the Dynamics365 F&O Support group will review the change request and work with the change requester to ensure the CR is ready to be submitted for review. In order to submit for review the status will need to be updated from "Open" to "Planning". once done, the CR will autmatically be assigned to the "Accelerant - Change Management" group. Phase "Planning" A Change Manager will review the CR from a quality perspective i.e. to ensure sufficient information has been provided to allow the CR to be pushed out for approvals. Once the change manager is satisfied the CR is ready to be reviewed for approval the status will be updated from "Planning" to "Awaiting Approval". Please note this step is not an approval stage. Change Management approval will be requested later on the workflow Phase "Awaiting Approval" When the CR status is set to "Awaiting Approval" the workflow in Freshservice will automatically request approval from the appropriate Dynamcis365 CAB group depending on the the sub category (D365 CRM, D365 HR, D365, EXP, D365 F&O). Th CR will remain assigned to the Change Manager unless manually reassigned. Dynamics365 Approval CR to be reviewed and approved or rejected. One member of the relevant Dynamcis365 CAB must approve to move onto the next approval. Production Operations Approval CR to be reviewed and approved or rejected. One member of the Production Operations CAB must approve to move onto the next approval Change Management Approval CR to be reviewed and approved or rejected. One member of the Change Management CAB must approve. If approved the change request will be fully approved and the status automatically set to "Pending Release". The CR will manually be assigned to the appropriate implementation resource. Phase "Pending Release" The CR is approved to be implemented. Once the CR is implemented the status must be manually changed to "Pending Review" by the implementer. A new field called "Change Outcome" will appear below the status field. An option must be selected from the drop down to allow the CR to move to the next phase.
Note: If a third party is implementing the CR a copy may need to be sent to the third party to confirm change details and approval. To do this please follow the instructions here. Phase "Pending Review" The change manager will review the outcome of the change request. If necessary, (typically if a change has had issues) the change manager will hold a review to capture any learnings. Phase "Closed Change Manager to close change request.

Dynamics365 Workflow for Emergency Change Requests

Change Request Logged Change Request logged using the Category "Dynamcis365". Once logged the change request will automatically be assign to the "Accelerant - Dynamcis365 F&O Support" group in Freshservice. Members of this group will be notified via email. Phase "Open" A member of the Dynamics365 F&O Support group will review the change request and work with the change requester to ensure the CR is ready to be submitted for review. In order to submit for review the status will need to be updated from "Open" to "Planning". once done, the CR will autmatically be assigned to the "Accelerant - Change Management" group. Phase "Planning" A Change Manager will review the CR from a quality perspective i.e. to ensure sufficient information has been provided to allow the CR to be pushed out for approvals. Once the change manager is satisfied the CR is ready to be reviewed for approval the status will be updated from "Planning" to "Awaiting Approval". Please note this step is not an approval stage. Change Management approval will be requested later on the workflow Phase "Awaiting Approval" When the CR status is set to "Awaiting Approval" the workflow in Freshservice will automatically request approval from the Dynamcis365 F&O, Production Operations and Change Management CAB group. Th CR will remain assigned to the Change Manager unless manually reassigned. The CR will be approved if at least one member of each CAB group approves. Where appropriate an ECAB (Emergency CAB) meeting may be held. Phase "Pending Release" The CR is approved to be implemented. A member of the Dynamics365 F&O Support group will assign the CR to themselves or reassign if required. Once the CR is implemented the status must be manually changed to "Pending Review". A new field called "Change Outcome" will appear below the status field. An option must be selected from the drop down to allow the CR to move to the next phase.
Note: If a third party is implementing the CR a copy may need to be sent to the third party to confirm change details and approval. To do this please follow the instructions here. Phase "Pending Review" The change manager will review the outcome of the change request. If necessary, (typically if a change has had issues) the change manager will hold a review to capture any learnings. Phase "Closed Change Manager to close change request.