How to show "Reschedule Change" button on portal?

[Sathwik1]

We had a requirement to show RESCHEDULE CHANGE button on the portal, similar to RESCHEDULE UPGRADE button on HI Ticket page. I would like to understand. is it custom feature developed by ServiceNow or is it OOB Feature?

@Ankur Bawiskar @Tanushree Maiti 

[Tanushree Maiti]

I believe this is a customized UI action for the Hi portal, which is an important feature for change requesters.

However, rescheduling a change has significant implications within the ITIL process and must be handled carefully, particularly in terms of approvals and notifications:

• Approval Reset: Rescheduling typically requires approvals to be re-triggered. Any change in schedule may alter the risk profile or create conflicts, so stakeholders (such as CAB or technical managers) need to review and approve again.
• Approval Reset Mechanism: This can be managed by validating the “SNC Approval – Reset Conditions” business rule or by using Flow Designer to automatically clear existing approvals.
• Collision Detection Re-validation: The system should re-check for scheduling conflicts with other planned changes or maintenance windows.
• Notifications: All relevant stakeholders must be informed about the updated schedule to avoid unintended manual activities during the originally planned time.
• Audit Trail: The reason for rescheduling should be documented in the work notes to maintain a proper audit trail.

Given the complexity and impact of such customization, an alternative approach would be to use the out-of-the-box “Revert to New” option.

A change can be reverted to the New state when it is in the Scheduled state.