Why are Emergency Changes skipping Assess and going straight to Authorize

[Community Alums]

When I am looking at Emergency change's the process flow is going from New when I save it to when I click Request approval it's skipping Assess and marking it complete and then going directly to Authorize.  We don't want this to go to Authorize until after assess has been looked at. 
Does anyone know how to fix this so it doesn't jump forward?

[Sandeep Rajput · Accepted solution]

@Community Alums The change model for Emergency change follows ITIL and hence from the new state it moves directly to authorise and skips Assess phase. 

Here is the OOTB change model in ServiceNow.

 Here is the URL for your reference https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

If you wish to make your change go through Assess phase, then you should create a Normal change instead of the emergency change.

Hope this helps.

[Sandeep Rajput · Accepted solution]

@Community Alums The change model for Emergency change follows ITIL and hence from the new state it moves directly to authorise and skips Assess phase. 

Here is the OOTB change model in ServiceNow.

 Here is the URL for your reference https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

If you wish to make your change go through Assess phase, then you should create a Normal change instead of the emergency change.

Hope this helps.

[Dr Atul G- LNG · Accepted solution]

Hi @Community Alums 

As per ITIL and OOTB ServiceNow configuration, emergency changes did not go for Assess .. It goes to Authorize state directly, bcz If it  go for assess the change may delayed due to multiple approvals , which cant be a good case. So as per best practice Emergency change also goto the Authorize state.

Please 

[Jaspal Singh]

Hi Stephen,

That is an expected behavior for Emergency change type. Refer doc link.

In case you wish to edit then you might need to update Script Include ChangeRequestStateModel_emergency to be bit inline with ChangeRequestStateModel_normal.