Change Conflict: New Server installation

[Jan Raphael Caa]

I was wondering if anyone can push me to the right direction for this scenario that we have in the Change Request module. We have a standard change request for building a new server installation. So basically the Configuration Item  that needs to be selected is the "No CI" that we've created. The problem with this approach is that if you're going to have two or more server installation on the same day, you need to raise both a change request. This causes ServiceNow to execute its Conflict Detection and creates a conflict record.

My initial thought on this is to just exclude the business rule "Update Conflicts" if "No CI" is selected. However, it also excludes checking of the Maintenance Window and Blackout Schedules.

Do you guys have any recommendation on this?

[Dr Atul G- LNG]

Hi @Jan Raphael Caa 

This is defined in the Change Conflict properties, but the catch is that it applies globally. This means that if you tick or untick the option, the change applies to all types of changes. So, if you're looking to exclude MW or BW only for standard changes, it's not possible.

[Jan Raphael Caa]

Looking at the OOB functionality, it may not be possible. As much as possible, I would avoid too much customization by modifying the OOB script include for the change conflict detection.

I might be overthinking this so I thought of checking how the other companies are handling this scenario. Maybe we have to tweak the process behind this so that we can stick with the OOB.

[Dr Atul G- LNG]

Hi @Jan Raphael Caa 

Yes,  don't touch ootb functionality,  it may impact other areas , as you said better change the process. 

If all good, please accept the answer and close the thread.

[Kieran Anson]

Have you moved to using change models? This might be a good use for a change model where you can remove the mandate for a configuration item, and have a custom approval process and state transition(s).