Request a change from a problem

After a problem is identified and isolated, it may require changes to be made through the organization Change Management process.

Before you begin

Role required: itil

About this task

The administrator can modify how the Create Change UI action works in System Definition > UI Actions. Modify the Create Change UI action that specifies Problem in the Table column.

A Normal or Emergency change request can be created from the problem record.

Procedure

  1. Open the problem record.
  2. Right-click the form header bar and select Create Normal Change or Create Emergency Change.
    The Short description and Description fields are copied to the change request. If there is a configuration item (CI) associated with the problem, it is also copied to the change request.