In ServiceNow, change models help standardise and streamline the change management process by defining specific workflows and state transitions. In this guide, I will walk you through creating a new "Urgent" Change Model that follows the Normal Change workflow using the out-of-the-box (OOB) normal change flows.
Organisations can handle urgent changes efficiently by implementing this change model while maintaining a structured approval and implementation process.
Step 1: Creating the Change Model and State Transitions
- Navigate to: Change > Administration > Change Models and click New.
- Name: Urgent
- Available in Create New: True
- Implementation States: Implement
- Record Preset: Type: Normal
2. In the Model States related list, create the state transitions similar to the Normal Change Model.
Step 2 : Modifying the Flows
For our urgent change model, we also need to modify the trigger condition in the flows to initiate the approval process.
I. Change - Normal - Assess
1. Navigate to Flow Designer and open the ‘Change - Normal - Assess’ flow as we need to include our new change model.
2. In the More actions, select the Copy Flow, give the new flow name, and click on Copy.
3. In the trigger condition, add Model is Urgent.
4. Deactivate the ‘ OOB'Change - Normal - Assess’ Flow
II. Change - Normal - Implement
1. Navigate to Flow Designer and open the ‘Change - Normal - Imlement ’ flow as we need to include our new change model.
2. In the More Actions flow, select the Copy Flow, give the new flow name, and click on Copy.
3.In the trigger condition, add Model is Urgent.
4. Deactivate the OOB ‘ Change - Normal - Implement’ Flow
Verify the urgent change request and the state flow.
In the change interceptor, you can see the urgent change request. The change request form will be opened, and check the state flow, I.e, the same as the normal change request.
Let me know if you have any questions or need further clarification!
I followed this in my PDI but had it follow more of an emergency change. After I open my urgent change the Request approval button to be able to get out of the new state never shows.
Here is my Change Model config:
What would I have missed? I would guess this would be the issue rather then the flows which I did make a copy of and added urgent.
Never mind figured it out. You need to expand the Model states by clicking the triangle next to them and add the transitions. You may want to add that to your article. Example screenshot below.
