How to Copy Configuration Item and Service Details from Incident to Change

[Akhil Mudugal]

From the incident with help of Hamburg when we create Standard Change, Configuration item and Services are not getting copied into the Change request created. It is creating Change with blank values for those two fields. Does anyone have any idea how to achieve this?

[ryan_pope]

With the way Standard Changes are meant to work OOB, and in accordance to the ITIL framework, data like the service and CI should be defined in the Standard Change template, and auto-applied when you select the pre-approved standard change template to instantiate. Standard changes are meant to be repeatable (and having already been repeated numerous times) changes, and as such, require validation that it has been repeated successfully numerous times against a particular CI. 

[Akhil Mudugal]

So which Change request will be best suitable for such scenarios?

[ryan_pope · Accepted solution]

The situation would depend on which change is appropriate, based on the organization's definitions of each change. Standard Changes should use Std Change templates where the CI should already be defined, per the template for simple, repeatable changes. If not standard, than a normal change should be used, and as you'll see, the CI field does get populated as a result of that: 

You would just need to update this UI action to add a line for the Service field as well. Same goes for emergency change (if that's appropriate for expedited resolution/recovery based on the incident.

[AnubhavRitolia]

Hi @Akhil Mudugal 

You can use Normal Change Request for this and in that Context Menu UI Action you can add code to auto populate those fields from Incident to Change if that is not happening.