You can approve, implement, review, and close a change request.

Before you begin

Role required: itil, admin, sn_change_write, or change_manager

As part of processing a change request, ensure that you have detected any change conflicts and performed risk assessment

Procedure

  1. Navigate to All > Change > Open.
  2. Select a change request you like to work upon.
  3. You can perform the following actions on a change request based on your role.
    OptionDescription
    Approve or reject a change request Open the approval record and click Approve to approve the change request or Reject to reject it.

    The change request changes to the Scheduled state if it is approved or to New state if it is rejected.
    Implement a change request Click Implement to put the change request into action.

    The change request state changes to Implement. The workflow creates two change tasks: Implement and Post-implementation testing. Review the change tasks and assign them to a user or group, as appropriate.
    Review a change request Click Review after reviewing the details on the change request.

    The change request is moved to the Review state. All open change tasks are set to Canceled.
    Close a change request Click Close after entering the Close code and Close notes in the Closure Information section.

    The change request is closed.
    Cancel a change request From the context menu, click Cancel Change. Provide a reason for canceling the change and click Save.

    The change request is canceled and the reason for canceling the change is added to the Work Notes field.
    Note: Manually created change tasks are not automatically closed or cancelled when state is changed from Implement to Review. You must first close the change tasks and to close the change request.
    Users with approval_user role, who approve change requests, do not have access to the change request itself. The following information are made available within the approval record to help these users make the right approval decision:
    • Number
    • Requested by
    • Configuration Item
    • Type
    • Planned Start Date
    • Risk
    • Planned End Date
    • Impact
    • Short Description
    • Description
    • Justification
    • Implementation plan
    • Risk and impact analysis
    • Backout plan

    You can also add approval history to the change request activity log. Click the activity filter icon and select Approval history from the list. When there is a change in the approval process, such as an approval, rejection, or comments, the activity log is updated.