Role required: change_manager.
Create a change request
To create a change request, complete the following steps:
Navigate to Change Enablement → New.
Fill in the fields.
Click Save or Save and Exit to apply the changes.
As a result, a new change request will be created in the Registered state.
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 and state models.
Field | Mandatory | Description |
|---|---|---|
| Notes tab | ||
Change Type | Y | Specify the change type. Available options:
Based on the selected option, the request should be authorized differently. Refer to the Change Request Authorization 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. When a change request is assigned to a group, the Assigned User 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 Task Auto Assignment article to learn more. |
Assigned User | Y | Specify a person responsible to work on the request. 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 Task 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 problem to the problem 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:
|
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 options:
|
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. |
Additional Comments | N | Add some comments with information about the request. |
Work Notes | N | Add work notes with information about the request. |
Followers List | N | This field is populated automatically with a list of users who follow the request for tracking the updates. The field appears if at least one user followed the problem. It is read-only. |
Related Records tab Use this tab to create relationships between change requests and other types of tasks. See Create relationships 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 | 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 | Specify a closure code. For more information, refer to the Closure Code article. |
When a change request is Scheduled, In Progress, or Completed, fields on the record form become read-only, excluding the following:
Assignment Group
Assigned User
State
Followers List
Additional Comments on the Notes tab
Actual Downtime on the Schedule tab
All fields on the Related Records tab
Risk management
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
You can create change requests based on three specific record types:
Problem
Incident
- User query (see Create a change request from a user query)
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.
You can create a change request from problems, incidents, and user queries in any State.
From a problem
To create a change request from a problem, complete the following steps:
Navigate to Problem Management → All Problems and open the problem you want to work on.
In the hamburger menu
, select Create Change.Choose the type of change:
Standard Change
Normal Change
Emergency Change
Fill in the fields of the change request.
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 Problems field of the Related Records tab.
From an incident
To create a change out of an incident, complete the following steps:
Navigate to Incident Management → All Incidents and open the incident you want to work on.
In the hamburger menu
, select Create Change.Choose the type of change:
Standard Change
Normal Change
Emergency Change
Fill in the fields of the change request.
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.
