Change Management
Raise, approve, schedule and review changes to your customers’ Microsoft 365 environments. Every change carries its own risk assessment, rollback plan and approval trail, so what was done, by whom, and what would happen if it went wrong is recorded before the work starts.
Changes are scoped to the tenant selected in the sidebar. A change that names no impacted tenants is treated as organization-wide and appears under every tenant.
Change Requests
The queue lists every change raised in your organization:
| Column | Description |
|---|---|
| Change | Change number (CHG-00001) and title |
| Type | Standard, Normal, Emergency or Major |
| Status | Where the change is in its lifecycle |
| Priority | Low, Medium, High or Critical |
| Risk | Assessed risk of carrying the change out |
| Scheduled | Planned start of the implementation window |
| Requester | Who raised it, and when |
Filter by status, type or priority, or search by change number, title or description.
Change Types
Standard
Pre-approved, low-risk routine work. Follows a known procedure with a predictable outcome.
Normal
Regular change requiring approval before implementation. The default.
Emergency
Urgent change that bypasses the normal approval sequence — typically to restore service or close a live security exposure.
Major
Significant change affecting many users or services. Expect additional scrutiny and a fuller communication plan.
Lifecycle
A change moves through these states:
| Status | Meaning |
|---|---|
| Draft | Created but not yet submitted |
| Pending Approval | Awaiting a decision |
| Approved | Approved, ready to schedule |
| Scheduled | Booked into an implementation window |
| In Progress | Being implemented now |
| Pending Review | Implemented, awaiting review |
| Completed | Finished successfully |
| Failed | Implementation did not succeed |
| Rolled Back | Reverted to the previous state |
| Rejected | Approval was refused |
| Cancelled | Withdrawn before implementation |
Raising a Change
Click “Create Change” and provide:
Basic Information
- Title and description
- Type, priority and risk
- Category (optional)
Assignment
Assign to a team. Team membership determines who can pick the change up.
Impacted Tenants
Select the customer tenants the change affects. This is what scopes the change to a tenant in the queue — leave it empty for organization-wide work.
Scheduling
Planned start and end of the implementation window.
Impact and Rollback
- Impact summary — what the change affects and who will notice
- Rollback plan — how to revert if the change fails
Approvals
Normal and Major changes require approval before they can be scheduled. An approver can approve or reject; a rejection records a reason, and the change can be revised and resubmitted.
Approving your own change
Self-approval is permitted — a single-technician MSP has nobody else to ask — but it has to be acknowledged explicitly, and the acknowledgement is enforced by the server rather than only by the dialog. The history then records that no separate reviewer signed the change off, so an auditor can see it without comparing identifiers.
Recording the Outcome
When a change is complete, record what actually happened:
| Outcome | Meaning |
|---|---|
| Successful | Worked as planned |
| Partial | Completed, but not entirely as intended |
| Failed | Did not achieve its goal |
| Rolled Back | Reverted to the previous state |
Outcome notes are free text and are kept with the change for later review.
Summary Tiles
Four counts describe the whole organization for the selected tenant, not the filtered page:
- Pending Approval — awaiting a decision
- Scheduled — upcoming changes
- In Progress — currently being implemented
- Completed — completed this calendar month
API Reference
GET /api/msp-portal/changes— List changes with filtering and paginationPOST /api/msp-portal/changes— Raise a new changeGET /api/msp-portal/changes/:id— Get a change with its comments and historyPATCH /api/msp-portal/changes/:id— Update, approve, reject or complete a changeDELETE /api/msp-portal/changes/:id— Delete a change