Processes, Changes & Problems

Process templates

From Settings → Process Templates, you define a reusable list of steps — for example, "New employee onboarding" with five fixed steps. Every template has a kind:

Kind	For
General	Any reusable checklist (onboarding, offboarding, an internal procedure)
Change	Change Enablement — adds a risk level, a planned window, and a rollback plan
Release	Release Management — adds a version and, optionally, the change that approved it

Processes (running instances)

Processes in the sidebar shows the active instances — a concrete process started from a template, with its own steps marked done or pending. If the source template gets deleted later, the instance keeps existing with the template's name copied at creation time, so it's never orphaned or unreadable.

Starting a change

Starting an instance from a Change template requires a risk level — it's the only mandatory field beyond the basics. A planned window (start/end) and a rollback plan are optional but recommended: useful to whoever reviews the change, not enforced by the system.

Starting a release

Same as a change, but it asks for the version being deployed instead of a risk level. A release can optionally link to the change that approved it — the natural place a Change instance hands off to once approved.

Problems

Problems tracks root causes, separate from the individual tickets a given underlying problem generates. Each problem has a status (under investigation, identified, resolved...), a root cause, and a workaround while there's no permanent fix yet.

A problem can be linked to a specific ticket from the ticket's own detail view — so several tickets caused by the same underlying problem end up grouped and visible together — and, optionally, to the change that finally fixed it permanently: a real problem-management workflow usually ends in a change.