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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

    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.

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

FieldMandatoryDescriptionNumberY

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

and contains a change request number in CHGXXXXXXX format.A company to which the request is related.

The list of users who follow the request for tracking the updates.  

Field

Mandatory

Description

General tab
CallerYThe request originator.
CompanyN

Change Type

Y

Specify the the change type. Available choice options:

  • Standard

  • Normal

  • Emergency

Based on the selected option, the request should be authorized differently. Refer to the Change Request Authorization article the Process Change Requests article to learn more.

Service

Y

The

Specify the service affected by this change request.

Related CIsNService-related CI that will be affected by this change request.
Copy CIs to OriginatorsNSelect this checkbox to automatically relate configuration items from the problem to problem originator entities.

Assignment Group

Y

Specify a group responsible group to work on the request.

Note

When a change request is assigned to a responsible group, the Assigned User field user field becomes non-mandatory. The same goes for other task objects, like incidents or service requests.

There is a dependency between the Assigned Useruser and Assignment Groupgroup fields. Refer to theTask Auto Assignment article to learn more.

Assigned User

Y

Specify a person responsible person to work on the request.

Note

When a change request is assigned to a responsible user, the Assignment Groupgroup field becomes non-mandatory. The same goes for other task objects, like incidents or service requests.

There is a dependency between the Assigned Useruser and Assignment Groupgroup fields. Refer to theTask Auto Assignment article to learn more.

Subject

N

Y

Add a brief description of

Describe

the request

briefly

. After saving, the field is hidden on the form.

Reason

Y

Justify

Add a justification for the request.

Followers List

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.

Info

The field appears if at least one user followed the problem. It is read-only.

StateN

Specify the work state and progress. This field is populated automatically with the Registered state. Other states you can find in State Models

Impact

Y

Measure the effect that a the change request may cause on the business processes and select one of the available choice options:

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

See the Priority Management article to learn more.

Identify how soon a change request will have an impact on the business and select one of the available choice options:

  • Low
  • Medium
  • High
  • Very High

    Probability

    Y

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

    • High

    • Low

    Priority

    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 is a Management article to learn more.

    Risk

    N

    Risk is a possible event that could cause 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 function of impact and urgency. It identifies the importance of a request. Available choice options:

    • Low

    Moderate
    • Medium

    • High

    Critical
    • Very High

    Risk

    Priority

    Y

    N

    Risk Priority is a function of impact and probabilityurgency. It is a possible event that could cause loss or harm. Available choice options:

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

    identifies the importance of a request. 

    See the Priority Management article to learn more.

    Change Authority

    N

    Change AuthorityY

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

    Schedule

    FieldMandatoryDescriptionPlanned Start DatetimeNPick a date and time to start the request processing. Fill in this field before a change request can be processed.Planned End DatetimeNPick a date and time to finish the request processing. Fill in this field before a change request can be processed.Planned DowntimeNIf a service downtime is expected, specify its duration here. The responsible person must fill in this field before a change request can be processed.Downtime NotesNAdd any notes about the planned service downtime here. Fill in this field before a change request can be processed.Possible Conflicting ChangesNChange requests that have a time overlap with this request. It possibly can impact request implementation. This field is populated automatically.Actual Start DatetimeNPick a date and time for the actual start of the request processing. Actual End DatetimeNPick a date and time for the actual finish of the request processing. 


    Customize CAB
    See Process Change Requests.
    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 notesN

    Add work notes. The field becomes mandatory when:

    • the Assigned user changes the state to CompletedCanceled or Closed.
    • other user with the ITSM_agent role changes the State value.

    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
    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
    Actual DowntimeN

    If the service downtime occurs, specify its duration here.

    Info

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

    Planning 

    FieldMandatoryDescriptionPreparationYThis plan specifies the steps that need to be done and the criteria to be met before implementing the change. Fill in this field before a change request can be processed.Core ActivitiesYDescribe the process of change implementation. Fill in this field before a change request can be processed.ValidationYThe process of how the change must be tested after the implementation. Fill in this field before a change request can be processed.BackoutYThe 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 a change request can be processed.

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

    FieldMandatoryDescriptionComplete originatorsNSelect this checkbox to make the originators related to this request be completed along with it.Closure NotesYSpecify some notes summarizing the implementation process.Closure CodeYSpecify a closure code. For more information, refer to the Closure Code article
      • .
    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

    Change Request Prioritization  Anchorprioritypriority

    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
    Excerpt IncludePriority ManagementPriority ManagementRisk 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 / ImpactLowMediumHighVery HighLowLowLowMediumHighHighMediumMediumHighHigh

     
    Risk metrics for IT Service Business Criticality = High

    Probability / ImpactLowMediumHighVery HighLowLowMediumHighHighHighHighHighHighVery High


    Create a change request from other record types

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

    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

    Info

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

    out of

    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.

    out of

    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
    6. Emergency Change

      change type.

    7. Fill in the fields of the change request.

    8. 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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