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Tip

Role required: changeitsm_manageragent.

Create a change request

To create a change request, complete the following steps:

  1. Navigate to Change Enablement → New.

  2. Fill in the fields.

  3. Click Save or Save and Exitexit to apply the changes.

As a result, a new change request will be created in the Registered state.

Tip

You can copy the record number, title and link via the hamburger menu. To do so, click Generate link.

New Change Request form fields

The State field specifies the work state and progress. This field is populated automatically with the Registered state when the request is being created. To learn about the other states, see Change types Types and state modelsState Models. 

Notes Request Authorization User field . The same goes for other task objects, like incidents or service requests User GroupTask Group User GroupTask records related to change requestsSpecify a closure code. For more information, refer to the Closure Code article

Field

Mandatory

Description

General tab

Change Type

Y

Specify the change type. Available options:

  • Standard

  • Normal

  • Emergency

Based on the selected option, the request should be authorized differently. Refer to the Process Change

Requests article to learn more.

Service

Y

Specify the service affected by this change request.

Assignment Group

Y

Specify a group responsible to work on the request.

Note

When a change request is assigned to a group, the Assigned

user field becomes non-mandatory

.

There is a dependency between the Assigned

user and Assignment

group fields. Refer to the

Auto Assignment article to learn more.

Assigned User

Y

Specify a person responsible to work on the request.

Note

When a change request is assigned to a user, the Assignment

group field becomes non-mandatory. The same goes for other task objects, like incidents or service requests.

There is a dependency between the Assigned

user and Assignment

group fields. Refer to the

Auto Assignment article to learn more.

Subject

Y

Add a brief description of the request. After saving, the field is hidden on the form.

Reason

Y

Add a justification for the request.

Description

N

Add a detailed description of the request.

Related CIs

N

Specify service-related configuration items affected by this change request.

Copy CIs to Originators

N

Select this checkbox to automatically relate configuration items from the request to the request originator entities.

Caller

Y

Specify the request originator.

Company

N

Specify the company to which the request is related.

Impact

Y

Measure the effect that the change request may cause on the business processes. 

See the Priority Management article to learn more.

Probability

Y

Specify the level of possibility of disruptive or harmful event occurrence. Available options:

  • High

  • Low

Urgency

Y

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the issue impacts the business. 

See the Priority Management article to learn more.

Risk

N

Risk is a function of impact and probability. It is a possible event that could cause loss or harm. Available harm or losses, or create obstacles to achieving your objectives. The field is populated automatically according to the Risk Matrix based on the selected values of Impact, Probability fields and the Business criticality of the service to which the change request is related. Possible options:

  • Low

  • Medium

  • High

  • Very High

Priority

N

Priority is a function of impact and urgency. It identifies the importance of a request. 

See the Priority Management article to learn more.

Change Authority

N

The person or group responsible for authorizing the request. This field is populated automatically based on the value in the Change type field.


Customize CAB
See Process Change Requests.

Additional Comments

N

Add some comments with information about the request.

Followers listN

Contains the list of users who follow the change request to receive notifications related to the request.

The field is read-only for all users without the ITSM_agent, change_manager or admin role.

Activity Feed 
This section appears after the request is saved.
Work notesWork NotesN

Add work notes that may be useful.

Followers List

N

. The field becomes mandatory when:

  • the Assigned user changes the state to Completed, Canceled or Closed.
  • other user with the ITSM_agent role changes the State value.
This field is populated automatically with a list of users who follow the request for tracking the updates.  

Related Records tab

Use this tab to create relationships between change requests and other types of tasks. See Create Records Related to Change Requests to learn more.
Schedule tab

Planned Start Datetime

N

Pick a date and time to start the request processing. Fill in this field before the change request can be processed.

Planned End Datetime

N

Pick a date and time to finish the request processing. Fill in this field before the change request can be processed.

Change Schedule

N/A

See the Change Schedule article.

Planned Downtime

N

If a service downtime is expected, specify its duration. The responsible person must fill in this field before the change request can be processed.

Downtime Notes

N

Add any notes about the planned service downtime. Fill in this field before the change request can be processed.

Possible Conflicting Changes

N

Contains change requests that have a time overlap with this request. It possibly can impact request implementation. This field is populated automatically.

Actual Start Datetime

N

Pick a date and time for the actual start of the request processing. 

Actual End Datetime

N

Pick a date and time for the actual finish of the request processing. 

Actual Downtime

N

If the service downtime occurs, specify its duration.

This field is mandatory if the Planned Downtime field is filled in, and the state of the change request is Completed.

Planning tab

Preparation

Y

This plan specifies the steps that need to be done and the criteria to be met before implementing the change. Fill in this field before the change request can be processed.

Core Activities

Y

Describe the process of change implementation. Fill in this field before the change request can be processed.

Validation

Y

Describe the process of how the change must be tested after the implementation. Fill in this field before the change request can be processed.

Backout

Y

The plan specifies the processes that will roll back the system, service or CI condition to its previous state in case of a failed implementation. Fill in this field before the change request can be processed.

Closure Information tab
This tab appears when the change request state is Completed.

Complete originators

N

Select this checkbox to make the originators related to this request be completed along with it.

Closure Notes

Y

Specify some notes summarizing the implementation process.

Closure Code

Y

Use this tab to create a schedule for change requests. See Process Change Requests to learn more.
Planning tab
Use this tab to plan change requests. See Process Change Requests to learn more.
Closure Information tab
The Closure Information tab appears and becomes mandatory when the change request state is Completed, Post Implementation Review, or Closed. See the Process Change Requests article to learn more.

The External Specification and Internal Specification related lists contain Knowledge Base articles with the same Service as in the change request, for quick access to the necessary instructions. See the Knowledge Management article to learn more about the service specifications.

Access to the form fields

The read or update access to certain fields of a record can vary depending on the current user's roles.

  • The users with the ITSM_agent or change_manager roles, other than the creator of the change request or the assigned user, can:
    • View the record.
    • Submit Work notes in all states of the request other than Closed.
    • Edit the Followers list field value.
  • The caller can:
    • View the record, except for the Work notes field.
Note

When a change request is Scheduled, In Progress, or Completed, fields on the record form become read-only, excluding the following:

  • On the General tab:

    • Assignment group

    • Assignment Group

    • Assigned

    • User

    • user

    • State

    • Followers

    • List

    • list

  • Additional Comments Discussion on the Notes tab

  • Actual Downtime on the Schedule tab

  • All fields on the Related Records tab

Risk management Anchorriskrisk

The risk of the change request can be figured out based on the following metrics:

  • Impact

  • Probability

  • IT Service Business Criticality

The IT Service Business Criticality metric specifies how crucial the disruption of this service for the business can be. The options are High or Low.

Risk metrics for IT Service Business Criticality = Low

Probability / Impact

Low

Medium

High

Very High

Low

Low

Low

Medium

High

High

Medium

Medium

High

High

 
Risk metrics for IT Service Business Criticality = High

Probability / Impact

Low

Medium

High

Very High

Low

Low

Medium

High

High

High

High

High

High

Very High


Create a change request from

problems and incidents

other record types

You can create change requests based on three specific the following record types:

When you have fixed an incident, a problem or a user query, and, as a result, you have found a need in a change, you can create change requests straight out of them. 

Info

You can create a change request from problems, incidents, and user queries in any State.

From

Create a change request from a problem

To create a change request from a problem, complete the following steps:

  1. Navigate to Problem Management → All Problems and open the problem you want to work on.

  2. In the hamburger menu , select Create Change.

  3. Choose the type of change:

    • Standard Change

    • Normal Change

    • Emergency Change

    change type.

  4. Fill in the fields of the change request.

  5. Click Save or Save and Exitexit.

As a result, a new change request is created in the Registered state. There is a reference to the problem in the Caused by Problems field of the Related Records tab.From an

Create a change request from an incident

To create a change out of an incident, complete the following steps:

  1. Navigate to Incident Management → All Incidents and open the incident you want to work on.

  2. In the hamburger menu , select Create Change.

  3. Emergency Change

    Choose Select the type of change:

  4. Standard Change

  5. Normal Change

    6. change type.

  6. Fill in the fields of the change request.

  7. Click Save or Save and Exit.

As a result, a new change request is created in the Registered state. There is a reference to the problem in the Caused by Incidents field of the Related Records tab.

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