Create Change Requests

tip

Role required: ITSM_agent.

Create a change request

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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 exit to apply the changes.

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

Change Request form fields

General

Field	Mandatory	Description
Change type	Y	Specify the change type. Available options: Standard Normal Emergency Based on the selected option, the request should be authorized differently. See Change Request Authorization 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. 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. When a change request is assigned to a user, the Assignment group 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.
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
State	Y	The 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.
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 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 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. Click Customize CAB to configure the CAB. See Process Change Requests to learn more.
Followers list	N	This field is populated automatically with a list of users who follow the request for tracking the updates.
Work notes	N	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.

Related Records

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

Use this tab to create a schedule for change requests. See Process Change Requests to learn more.

Planning

Use this tab to plan change requests. See Process Change Requests to learn more.

Closure Information

The Closure Information tab appears and becomes mandatory when the change request state is Completed, Post implementation review, or Closed. See Process Change Requests 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

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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 change request other than Closed.
  • Edit the Followers list field value.
• The caller can:
  • View the record, except for the Work notes field.

caution

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
  • Assigned user
  • State
  • Followers list
• Discussion in the Activity Feed
• Actual downtime on the Schedule tab
• All fields on the Related Records tab

Create a change request from other record types

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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

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.

note

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

From a problem

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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 burger menu , select Create change.
3. Select the change type.
4. Fill in the fields of the change request.
5. Click Save or Save and exit to apply changes.

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

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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 burger menu , select Create change.
3. Select the change type.
4. Fill in the fields of the change request.
5. 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 incident in the Caused by incidents field of the Related Records tab.