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Create a change request

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Create a change request

You can create, progress, review, and close a change request.

About this task

Role required: itil or admin


  1. Create the change request with one of these options.
    From the Change module You can create all three types of change from the Change module.
    1. Navigate to Change > Create New.
    2. Select one of the following types of change: Normal, Emergency, or Standard.
    From an incident You can create only normal or emergency changes from an incident.
    1. Open the incident.
    2. Right-click the incident header and select Create Normal Change or Create Emergency Change.
    From a problem You can create only normal or emergency changes from a problem.
    1. Open the problem.
    2. Right-click the problem header and select Create Normal Change or Create Emergency Change.
    From an existing change record.

    If copying change requests is enabled by your administrator, you can create a new change from a copy of an existing change record.

    1. Open the change record that you want to copy.
    2. Click Copy Change.

    Manually created tasks from the existing change record are also copied, if the workflow when creating the task is setting the create_from field on the change_task table to workflow.

  2. Fill in the fields as appropriate.
    Table 1. Change request form
    Name Definition
    Requested by Select the profile of the user who requested the change.
    Category Enter the category of change. For example, Hardware, Network, Software.
    Configuration Item Select the configuration item (CI) that the change will apply to.
    Priority Select the priority for the change, from 1 (Critical) to 4 (Low).
    Risk The risk level for the change.

    In addition to manually evaluating the risk involved in a change, you can use the Change Risk Calculator.

    Impact Select the appropriate impact level (High, Medium or Low).
    Short description Enter a summary of the change.
    Description Enter a detailed description of the change.
    Assignment group Select the group that the change is assigned to.
    Assigned to Select the specific user that the change is assigned to. If an assignment rule applies, the change is automatically assigned to the appropriate user or group.
  3. Click the Planning tab and enter information to plan the change.
  4. Click the Schedule tab to enter a requested by date, a planned start and end date, and work start and end dates. For normal or emergency changes, the planned start and end dates are typically populated automatically during the Authorize state. Work start and end dates are populated automatically as the change progresses in and out of Implement state.
  5. Click the Conflicts tab to detect change conflicts.
  6. Right-click the form header and click Save.
  7. Review entries in the related lists and modify the entries as appropriate.
    Table 2. Change Request related lists
    Name Definition
    Change Tasks The list of tasks can be created from a workflow. The default workflow generates tasks in Implementation state.
    Approvers This list is automatically generated from the workflow.
    Problems If the change was generated from a problem, this list is generated automatically.
    Affected CIs List of CIs (from the CMDB) that will be affected by the change. You can associate multiple affected CIs with a change.
    Impacted services / CIs List of business services (from the CMDB) that will be affected by the change. You can associate multiple impacted CIs with a change.
    Incidents Pending Change List of incidents that require the change for resolution.
    Incidents Caused by Change List of incidents that were caused by implementation of the change.
  8. Click Request Approval when the change request is ready to progress into the life cycle for authorization. Click Schedule in case of standard changes.
    The change request moves into the Assess state and approval records are automatically generated based on the selected Assignment group. You can now conduct peer and technical reviews of the proposed change.

What to do next

After a change request is created, it is sent for processing to the change manager. The change manager then reviews, approves, implements, and closes the change request as necessary.

In addition, you can associate CIs to the newly created change request.