# ESM-Emergency-Change-Process_718140336
## Introduction

This is the process for a CSD ESM Operations engineer to operate an emergency change logged by any of the teams: Core CPE, Support, RnD, QA. The process is subject to change.

**!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Note: Please mark this page as "Liked" that means that you have acknowledged it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!**

## Process

Here is the summary of the process:

1\. The customer logs a support request or a service request for an issue impacting their productivity.

2\. Any non-Ops team engineer receives the request on #1 and concludes that an emergency change is needed to fix the issue.

3\. The non-Ops engineer logs an incident in PCS and asks for the emergency intervention from SaaS Ops team. Make sure to be clear about what and how needs to be operated. Also the non-Ops engineer logs an Unplanned Change in X4X that will follow the flow: the Ops engineer will update it with the emergency intervention, it will be approved by the management, it will be picked up by an Ops engineer and it will be closed (since it had been already operated).

4\. The non-Ops engineer requests the intervention of the Ops engineer team via the **ESM Cloud Team (CORE CPE & Cloud Service)** chat. If there is no feedback within 15 minutes, the non-Ops engineer calls the on-call Ops engineer in order to operate the emergency change logged on #3.

5\. The Ops engineer answers the phone call made on #4 and operates the emergency change according to the details specified in the incident logged on #3.

6\. At the end of the emergency change operated by the Ops engineer, he/she updates the incident logged on #3 and also leaves a comment in the Unplanned Change logged on point #3, to document the intervention. He/She also reassigns the PCS incident back to its requester's team and name.

## The visual summary of the process

## Conclusions

In case of an emergency change that requires the ESM CSD Ops team intervention, if there is no feedback in the Teams channel **ESM Cloud Team (CORE CPE & Cloud Service)** within 15 minutes, please check who is the on-call Operations engineer at the moment of the incident on the [EverBridge portal](https://member.everbridge.net/manage/453003085617753/1956345255324613#/scheduling/my-schedule) and contact him/her by phone, according the the Confluence page [here](https://confluence.opentext.com/display/ICSD/ESM+SaaS+RnD+Coverage).

**!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Note: Please mark this page as "Liked" that means that you have acknowledged it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!**

## Useful links

On-call schedule of the CSD ESM Operations team: [EverBridge portal](https://member.everbridge.net/manage/453003085617753/1956345255324613#/scheduling/my-schedule).

Work phone no. of the CSD ESM Operations team: [Confluence page](https://confluence.opentext.com/display/ICSD/ESM+SaaS+CSD+Ops+Coverage).

X4X link: [X4X Self Service Portal](https://us2-smax.saas.microfocus.com/saw/ess?TENANTID=202385354)
