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!
