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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 enablement state models. 

Notes tabTypes and State Models. 

Request Authorization User field . The same goes for other task objects, like incidents or service requests User GroupTask Group User GroupTask problem problem This field is populated automatically with a The field appears if at least one user followed the problem. It is read-only.

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. Available options:

  • Low

  • Medium

  • High

    • Very High

     

    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. Available options:

    1. Low

    2. Medium

    3. High

    4. Very High

     

    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. Available options:

  • Low
  • Moderate
  • High

    •  

    See the Priority Management article to learn more.

    Critical

    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.

    Additional Comments

    N

    Add some comments with information about the request.

    Work Notes

    N

    Add work notes with information about the request.


    Customize CAB
    		See Process Change Requests.
    Followers listN

    Contains the

    Followers List

    N

    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 Completed, Canceled or Closed.
    • other user with the ITSM_agent role changes the State value.
    for tracking the updates.  
    Info

    Related Records tab

    Use this tab to create relationships between change requests and other types of tasks. See Create
    a
    Records Related to Change
    Request

    If the service downtime occurs, specify its duration.

    Requests to learn more.
    Schedule tab

    Field

    Mandatory

    Description

    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

    Info

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

    Planning tab

    Field

    Mandatory

    Description

    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

    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.

    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

    Closure Information tab

    This tab appears when the change request state is Completed.

    Field

    Mandatory

    Description

    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

    Specify 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

      • 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

    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 other record types

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

    Create a change request from problems and incidents

    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 from problems, incidents, and incidents 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. Emergency Change

      Choose 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 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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