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State model and transitions

State model and transitions

Change Management offers a state model to move and track change requests through several states.

Figure 1. Example of state transitions for a normal change request
State transitions in a normal change request

The following table provides a list of all the states that a change request can progress through. Email notifications can be sent to the user who requested the change when it progresses to the following states: Scheduled, Implement, Review, and Canceled.

Table 1. Change states
State Description
New Change request is not yet submitted for review and authorization. A change requester can save a change request as many times as necessary while building out the details of the change prior to submission.
Assess Peer review and technical approval of the change details are performed during this state.
Authorize Change Management and the CAB schedule the change and provide final authorization to proceed.
Scheduled The change is fully scheduled and authorized, and is waiting for the planned start date. An email notification is sent to the user who requested the change.
Implement The planned start date has approached and the actual work to implement the change is being conducted. An email notification is sent to the user, who requested the change.
Review The work has been completed. The change requester determines whether the change was successful. A post-implementation review can be conducted during this state. An email notification is sent to the user who requested the change.
Closed All review work is complete. The change is closed with no further action required.
Canceled A change can be canceled at any point when it is no longer required. However, a change cannot be canceled from a Closed state. An email notification is sent to the user who requested the change.

Normal, standard, and emergency changes progress through states in different ways.

Change state progress for different types of changes

State progress for different changes

  • Normal changes progress through all states.
  • Standard changes are considered to be pre-authorized, so they bypass the Assess and Authorize states that trigger approval records. Approving these changes progress the change to the next appropriate state. Rejecting these changes send them back to New state.
  • Emergency changes are similar to standard changes, except that they must be authorized.

Modify the state of a change request

  • In case of Normal change request, you can modify the state of a change request from Assess state to New state before the request is approved, by clicking Revert to New from the Context menu.
  • In case of Emergency change request, you can modify the state of a change request from Authorized state to New state before the request is approved, by clicking Revert to New from the Context menu.
    Note: When you revert to New from the Assess state or the Authorized state, the workflow is restarted and all pending approvals are cancelled.

Modify change request type

  • A new ACL for change_request.type has been added that allows modification of the Type field in change request when the change request is in a New state and no approvals have been generated yet for it.
  • In case of Standard change request, you can modify the type of the change request from Standard to Normal or Emergency, if the state of a change request is New.
  • In case of Normal or Emergency change request, you can modify the type of the change request from Normal to Emergency or vice versa if the state of a change request is New.
  • If a Normal or Emergency change request is rejected, the state of the change request is set to New. As the state of the change request is New, you can modify the type of the change request again. For example, if your Emergency change request is rejected on the grounds that the change request is Normal, you can modify the Type of the change request to Normal and resubmit the change request.