Create a change request

A change request allows you to implement a controlled process for the addition, modification, or removal of approved and supported configuration items (CIs). A change request records the detailed information about the change, such as the reason of the change, the priority, the risk, the type of change, and the change category.

Before you begin

Role required: itil or admin

About this task

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

Procedure

  1. Create the change request with one of these options.
    OptionDescription
    From the Change module You can create all three types of change from the Change module.
    1. Navigate to Change > Create New.
    2. Select Normal, Emergency, or Standard changes.
    From an incident or a problem You can create only normal or emergency changes from an incident or a problem.
    1. Open the incident or problem.
    2. Right-click the form header and select Create Normal Change or Create Emergency Change.
    From an existing change record If the administrator enabled the change request copy option, 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 in the [change_task] table to workflow, manually created tasks from the existing change record are copied.
  2. On the form, fill in the fields.
    Table 1. Change Request form
    Field Definition
    Number Displays the Change request number.
    Requested by User who requested the change. This field is available in the Change Requests list view, so that you can see who requested a particular change.
    Category The category of the change, for example, Hardware, Network, Software.
    Configuration item 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.

    The risk of a change can be defined manually as High, Moderate, or Low. You can also use Risk Calculation and Risk Assessment to drive the risk value of the change.

    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.
    Conflict status Displays whether there is a conflict for this Change or the conflict is not run.
    Conflict last run Displays the date and the time when conflict was last run.
    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. To plan the Change, click the Planning tab and enter information.
    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 because standard changes are preapproved.
      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. In the CAB recommendation field, enter notes or recommendations related for the CAB meeting.
  5. Click the Conflicts tab.
  6. To detect change conflicts, click Check conflicts.
  7. Right-click the form header and click Save.
  8. Review entries in the related lists and modify the entries as appropriate.
    Table 2. Default Change Request related lists
    Field Description
    Affected CIs List of CIs (from the CMDB) affected by the change. You can associate multiple affected CIs with a change.
    Impacted services/CIs List of CIs, such as business services or from other CI classes, that are impacted by the affected CI in the change. You can associate multiple impacted CIs with a change.
    Approvers This list is automatically generated from the workflow. You can also view the Group of approvers assigned to the task.
    Change Tasks The list of tasks can be created from a workflow. The default workflow generates tasks in the Implementation state. You can also create a new change task. The Planned start date and Planned end date in task type Implementation must fall within the planned start and end dates specified in the change request.
    Problems If the change was generated from a problem, this list is generated automatically.
    Incidents Fixed by Change List of incidents that require the change for resolution.
    Incidents Caused by Change List of incidents caused by implementation of the change.
    CAB Agenda Items List of agenda items and details of respective items. For example, the meeting start and end time, allocated time for the meeting, state of the meeting, and the decision made for that agenda item.
    Note: The CAB Agenda Items related list is not shown on the form when the list is empty. This feature is available only for Jakarta instances.
  9. When the change request is ready to move to the next state, click Request Approval.
    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 preapproved standard changes.
    Note: To mail the change record, click the more options icon in the content frame and select Email. The user who requested the change and the user who is assigned to the change is automatically populated in the list of recipients.

    To view the calendar, click View Calendar in the title bar of the Change Request form.

What to do next

Process a change request