Change Request from Service Catalog

[David Boom]

Hi All,

I have a requirement to create change request through RITM and all the required approvals can be configured in workflow. Once all approval are done, ticket should create in Implementation state directly. As we are by-passing OOTB flow and creating ticket directly in final state i.e. Implementation, what can be negative impact for this?

[Anurag Tripathi]

Hi,

Why don't you look at creating a new Change model for this use case.

Change models

[Dr Atul G- LNG]

Hi @David Boom 

Yes, it is doable, and using the change model is indeed the best approach to move the change directly to the "Implementation" state. However, there are several considerations to keep in mind:

1. Are you certain that all required fields are filled or passed correctly from the RITM to the Change record?
2. If it’s not a standard change, what about the risk assessment?
3. What about tasks—are they accounted for?
4. Does this change need to go through CAB approval if it’s not a standard change?

There are many factors involved. Therefore, the best practice would be to keep the change in the "New" state initially. The change coordinator/manager should review, verify all details, and then move the change to the appropriate state.

[David Boom]

@Dr Atul G- LNG  It's only for standard change and all the required fields are reflecting with correct data. Just confirming if we are creating record in implementation state directly, will it impact in future upgrades in any way? 

[Anurag Tripathi]

If you dont make any change in the workflow then there will not be any impact in upgrades.