Create a change request

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

Before you begin

Role required: itil, admin

About this task

If you use conflict detection, the planned start and end dates and the configuration item are required.


  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 form 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 the administrator enabled change request copy, you can create a new change by copying an existing change record.
    1. Open the change record that you want to copy.
    2. Click Copy Change.
    Note: If the create task workflow sets the create_from field on the [change_task] table to workflow, manually created tasks from the existing change record are copied.
  2. Fill in the fields as appropriate.
    Table 1. Change Request form fields
    Name Definition
    Requested by The user who requested the change. This field is available on the Change Requests list view, so you can see who requested a particular change.
    Category The category of the change, for example, Hardware, Network, Software.
    Configuration item The configuration item (CI) that the change applies to. Change requests can be associated with any type of CI, including service offerings, providing detailed access to SLA and availability requirements.

    After selecting a CI, you can click the health dashboard icon Health dashboard icon to view the CI health details.

    Priority How quickly the service desk should address the task.
    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 The effect that the task has on business.
    Type The type of change request. This field is read-only.
    State The state of the change request. The default state is New.
    Assignment group The group that the change is assigned to.
    Assigned to The user that the change is assigned to. If an assignment rule applies, the change is automatically assigned to the appropriate user or group.
    Short description A summary of the change.
    Description A detailed description of the change.
  3. Click the Planning tab and enter information to plan the change.
    This information is critical for change approvers.
  4. Click the Schedule tab.
    1. Enter as much information about the scheduled dates as you have.
      Some of the fields are available for normal or emergency changes only since standard changes are pre-approved.
      Note: For normal or emergency changes, enter the planned start and end dates and actual start and end dates manually. Populate the actual start and end date fields during the Implement state as the assignee begins and completes the work.
    2. If the form is configured to show the CAB required check box, select it to indicate that CAB approval is required before implementation.
      The CAB date field in the change request is automatically updated with the date in the Meeting start time field of the CAB meeting form.
    3. If the form is configured to show the CAB delegate field, select the user who attends the CAB meeting to describe the change.
    4. If the form is configured to show the CAB recommendation field, enter notes or recommendations related for the CAB meeting.
  5. Click the Conflicts tab and click Check conflicts 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
    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.
    Approvers This list is automatically generated from the workflow.
    Change Tasks The list of tasks can be created from a workflow. The default workflow generates tasks in Review state.
    Problems If the change was generated from a problem, this list is generated automatically.
    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 move to the next state.
    The state is moved forward based on the type of change request.
    • Assess state for group level approval for a normal change request. Approval records are automatically generated based on the Assignment group. You can conduct peer and technical reviews of the proposed change.
    • Authorize state for an emergency change request.
    • Scheduled state for pre-approved standard changes.

What to do next

Process a change request