Page History

Create a change request

To create a change request, complete the following steps:

1. Navigate to Change Enablement → New.

2. Fill in the

   form

   fields.

3. Click Save or Save and

   Exit

   exit to apply the changes.

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

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 and State Models. 

Schedule

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

If the service downtime occurs, specify its duration here.

Planning 

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

• • .

The priority of the change request can be figured out based on its impact and urgency using a priority matrix.

The impact of a change indicates the potential damage in case of emergency changes or effect in case of standard or normal changes. The damage will be done to the business user, service, or CI.

In SimpleOne, the impact can be categorized as:

1. Low
2. Medium
3. High
4. Very High

The urgency of a change indicates the measure of time in the following cases:

• Until a change impacts the business – in case of emergency changes.
• Until lack of change implementation will impact the business services or CI – in case of standard or normal changes.

In SimpleOne, the urgency can be categorized as:

1. Low
2. Medium
3. High
4. Very High

Based on the priority, the changes can be categorized as:

1. Low
2. Moderate
3. High
4. Critical

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

 
Risk metrics for IT Service Business Criticality = High

Create a change request from other record types

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

• Problem

• Incident

• User query (see Create a change request from a user query) 
• Service request

Create a change request

You can create change requests based on two specific issue types:

• Problem
• Incident

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

Create a change request from a problem

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

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

   need

   want to work on.

2. In the hamburger menu Image Modified, select Create Change.

3. Choose the

   type of change you need to create:
   • Standard Change
   • Normal Change
   • Emergency Change

   change type.

4. Fill in the fields of the change request.

5. Click Save or Save and

   Exit

   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 Problems field of the Related Records tab.

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

   need

   want to work on.

2. In the hamburger menu Image Modified, select Create Change.

3. Choose

   Select the

   type of change you need to create:
4. Standard Change
5. Normal Change
Emergency Change

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.