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Update the change request workflow

Update the change request workflow

Update the change request workflow to reflect the addition of the Complete state.

Before you begin

Role required: admin

About this task

The Change Request – Normal workflow for the Normal type change request must be updated to progress the change request to Complete instead of Review.
In case of a change request of type Normal, in the Assess state, any user from the Assignment group can approve the change request. When the value of Risk is Moderate or High, a CAB approval is initiated in the Authorization state. In case the Risk is Low, an approval from the CAB team is not required. Instead, the manager of the assignment group can approve the change request.
Note: If the manager of the assignment group also happens to be the user who had approved the change request in the Assess state, the Authorize state is skipped and the state of the change request is set to Scheduled.

The functionality is available only for the new customers.

Procedure

  1. Navigate to Workflow > Workflow Editor.
  2. Select Change Request – Normal from the list of workflows.
  3. Select the Checkout option from the Context menu to create a new version of this workflow.
  4. Open the Set Values activity that transitions to the End activity and modify the following fields.
    Field Value
    Name Move to Complete
    Set these values State = Complete
    Set Values activity properties
  5. Click Update.
  6. Open the Wait for conditions activity that transitions to the End activity and modify the following fields.
    Field Value
    Name Change moves to Complete
    Set these values [State] [is] [Complete]
  7. Click Update.
  8. Open the Workflow Actions menu and click Publish.