Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • IT Service Management
Table of Contents
Choose your release version
    Home Madrid IT Service Management IT Service Management Change Management Configure Change Management State model and transitions

    State model and transitions

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    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.
    Note: You cannot cancel the change request if it is in the Review state.
    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.

    Revert a change request to a New change

    Change Management allows the Emergency and Normal change types to be reverted to the new state which is the first approval state using the Revert to New action from the Context Menu. This action is performed if the approval was requested and the submitter recognizes that not all configuration item in the scope of the change is included before submitting for approval.

    • To modify the Normal change request to the New state, modify the state of a change request from Assess state to New state by clicking Revert to New from the Context menu.
    • To modify the Emergency change request to the New state, modify the state of a change request from Authorized state to New state 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.

    Disabled Cancel change action

    • The Cancel option for a change request in the Review state is disabled. This restricts cancelling the request when the work is complete and is waiting for review.
    • State progression for normal, standard, and emergency changes

      Each change request model progresses through a number of state values in a specific order.

    • Add a state to the state model

      You can add a new state to the existing state model for different change types based on the requirements of your organization.

    • Configure state model transitions

      You can use script includes or UI policies to configure state models and the criteria for moving change requests from one state to another.

    • Modify the email notification for change request state changes

      There is a change request email notification, which, if active, sends a notification to the user when the state progresses to Scheduled, Implement, Review, or Canceled. You can modify the change request notification to specify when to send it, who receives it, and what it contains.

    • Tutorial: add a new change management state

      This tutorial provides an example of adding a new state to the existing state model.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      State model and transitions

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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.
      Note: You cannot cancel the change request if it is in the Review state.
      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.

      Revert a change request to a New change

      Change Management allows the Emergency and Normal change types to be reverted to the new state which is the first approval state using the Revert to New action from the Context Menu. This action is performed if the approval was requested and the submitter recognizes that not all configuration item in the scope of the change is included before submitting for approval.

      • To modify the Normal change request to the New state, modify the state of a change request from Assess state to New state by clicking Revert to New from the Context menu.
      • To modify the Emergency change request to the New state, modify the state of a change request from Authorized state to New state 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.

      Disabled Cancel change action

      • The Cancel option for a change request in the Review state is disabled. This restricts cancelling the request when the work is complete and is waiting for review.
      • State progression for normal, standard, and emergency changes

        Each change request model progresses through a number of state values in a specific order.

      • Add a state to the state model

        You can add a new state to the existing state model for different change types based on the requirements of your organization.

      • Configure state model transitions

        You can use script includes or UI policies to configure state models and the criteria for moving change requests from one state to another.

      • Modify the email notification for change request state changes

        There is a change request email notification, which, if active, sends a notification to the user when the state progresses to Scheduled, Implement, Review, or Canceled. You can modify the change request notification to specify when to send it, who receives it, and what it contains.

      • Tutorial: add a new change management state

        This tutorial provides an example of adding a new state to the existing state model.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login