Create Records Related to Change Requests

Create change tasks

---

If solving a change request requires the participation of several departments, you can create a change task for each of them.

To create a change task, complete the following steps:

1. Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
2. Open the Planning section.
3. Click Add task and fill in the form. At this step, you can create a task chain by filling in the Previous task and Next task fields.
4. Click Save.

The other way to create a change task is the following:

1. Navigate to Change Enablement → All Change Requests and open the change request you need to work on.
2. Open the Change Tasks tab in the Related Lists area.
3. Click New and fill in the form.
4. Specify the start and end dates on the Schedule tab for task implementation.
5. Click Save or Save and exit.

You can create as many change tasks as you need.

Change Tasks form fields

General

Field	Mandatory	Description
Number	Y	This field contains a change request task number in CHTXXXXXXX format and is populated automatically.
Change request	Y	Specify the change request for which you need to create a task. This field is populated automatically when you create a change task from the related list on the change request form.
Phase	Y	Specify the change phase, depending on its schedule.
Type	N	Define the type of the change task. Available options: Planning Review Testing Implementation The task type can be customized based on business needs (for example, Deployment task, Code review task, Documentation task).
Subject	Y	Specify the task subject.
Description	N	Add a detailed description of the task.
Follower list	N	Specify the users to receive notifications, when: A Work note is added to the Activity Feed. The record state changes. The value of the fields Assignment group, Assigned user changes. The agent adds or deletes a follower. The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI action on the form. The field is read-only when the record is in the Canceled or Closed state.
State	Y	Specify the task state. Available options: Draft Waiting for change authorization To do In progress Completed Closed Canceled The Draft state is displayed when the related change request is in the Registered state. The Waiting for change authorization state is displayed when the related change request is in the Registered state and waiting for the CAB approval (state is Authorization). Once the change request is authorized, the task state changes to To do. If the task is moved to the Canceled state, the user responsible for the parent change request receives an email notification about it. The Closed state appears only when the change task is in the Completed state.
Assignment group	Y	Select a group to assign the task to. When a change request task is assigned to a responsible group, the Assigned user field becomes non-mandatory. See the Auto Assignment article to learn more about the dependency between the Assigned user and Assignment group fields.
Assigned user	Y	Select a person to assign the task to. When a change request task is assigned to a responsible person, the Assignment group field becomes non-mandatory. See the Auto Assignment article to learn more about the dependency between the Assigned user and Assignment group fields.
On hold	N	Select the checkbox to show that the work on the task is paused.
Plan is ready	N	Select this checkbox to notify the user responsible for the parent change request that the change task plan is ready. This checkbox is active only for change tasks in the Registered state. When all change tasks related to the parent change request are saved with this checkbox selected, the user responsible for the parent change request receives an email notification that all of the change task plans are ready, and the authorization is required.

Notes

Field	Mandatory	Description
Activity Feed	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.

Schedule

Field	Mandatory	Description
Planned start datetime	N	The date when the assigned person is supposed to start working on this task.
Planned end datetime	N	The date when the task should be in the Completed or Closed state. The task chain is created if specified.
Previous task	N	The task that was done before this one. The task chain is created if specified.
Actual start datetime	N	The date when the assigned person started working on this task. The agent should fill in this field.
Actual end datetime	N	The date when the assigned person finished working on this task. The agent should fill in this field.
Next task	N	A task that will be done after.

Follow / Unfollow UI actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.

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 task or the assigned user, can:
  • View the record.
  • Submit Work notes in all states of the change task other than Closed.
  • Edit the Followers list field value.
• The users with the change_manager role can:
  • Edit the State, Assignment group, and Assigned user field values in all states of the task except Waiting for change authorization, Completed, and Closed. The Work notes field becomes mandatory in this case.
• The users with the ITSM_agent role who are assigned to the task or the member of the assigned group can:
  • Edit the Change Task field values of the task when the related change request is in the Registered state. In other states, only the Work notes field is available.
• The caller can:
  • View the record, except for the Work notes field.

Change Task state model

---

Standard Change / Normal Change

Normal Change (Change authority != Local authorization) / Emergency Change

Create a change request announcement

---

You can create an announcement informing affected users about the change request process. For more information, see General Concepts and Procedures.

Create relationships

---

You can create relationships between changes and other types of tasks.

To add a new relationship, complete the following steps:

1. Navigate to Change Enablement → All Change Requests and open the required change request.
2. Open the Related Records tab.
3. Click the magnifier icon next to the respective field.
4. In the window that appears, select the necessary option.
5. Click Save or Save and exit to apply the changes.

Relationship Types

Type	Description
Caused by incidents	This change request is the cause of the incidents specified.
Caused by problems	This change request is the cause of the problems specified.
Caused by requests	This change request is the cause of the service requests specified.
Related articles	This change request is related to the Knowledge Base articles specified.
Related incidents	This change request is related to the incident specified.
Related problems	This change request is related to the problem specified.
Related user query	This change request is related to the user query specified.