If the cause of a problem requires a change to your infrastructure or a business
service, you can create a change request from the problem as part of fixing the
problem.
Role required: agent_workspace_user, itil, or admin
You can implement a resolution to a problem by applying a
standard change procedure and testing to confirm service recovery. For a normal change,
you raise a Request For Change (RFC). The Change Advisory Board (CAB) must approve the
RFC before a resolution is applied to the Problem.
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Navigate to .
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From the list, click .
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Open the problem record from which you want to create a change request.
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Click the more actions icon (
) and click Create Change Request.
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In the Create Change Request dialog box, select the type of change.
Option | Description |
---|
Normal |
Any service change that is not a standard change or an emergency
change. |
Standard |
A pre-authorized change that is low risk, relatively common, and
follows a specified procedure or work instruction. |
Emergency |
An emergency change that bypasses group and peer review and
approval, and goes straight to the authorization state for approval by
the CAB approval group. |
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Click Create.
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Create the change record.
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Click Save.
The change record appears under the Change Requests related
list.