How to see Change Requests from ServiceNow are conflicting with our Change Requests ?

[Philippe Casidy]

Hi everyone,

ServiceNow performs changes on our production instances like AHA transfers and any change related to a COMM record via Change Requests on /now .

We are also making change requests internally to manage our instance and plan maintenance.

What are the options to be able to see that we plan something at the same time?

How do you guys would do it? Not manually of course 🙂

Thanks

Philippe

[Riya Verma]

Hi @Philippe Casidy ,

Hope you are doing great.

To implement this solution, you can follow these steps:

1. Enable the Change Management module in ServiceNow if it is not already activated.
2. Define a standardized process for requesting and approving changes, ensuring that it aligns with your company's change management policies and procedures.
3. Create a new Change Request form or modify the existing one to include relevant fields for capturing information about the planned change, such as the date, time, duration, and scope of the change.
4. Implement a change calendar or timeline view within ServiceNow to visualize all planned changes. This can be achieved by utilizing ServiceNow's UI components and configuring the calendar view to display relevant change details.
5. Configure notifications and reminders to inform stakeholders about upcoming changes. This can be done using ServiceNow's notification functionality, where appropriate individuals or groups are notified when a change is scheduled or modified.
6. Establish access controls and permissions to ensure that only authorized personnel can view and manage change requests. This can be achieved by defining roles and assigning appropriate access rights within ServiceNow.
7. Train and educate your team members on how to effectively use the Change Management module and follow the defined change request process.
8. Encourage active utilization of the ServiceNow platform for submitting and tracking change requests. This will foster collaboration, enhance visibility, and minimize the need for manual coordination.

[Philippe Casidy]

Hi Riya,

Thanks a lot for your answer. Sorry, looks like my OP was confusing as we already have change management implemented.

We are already using change management to plan changes on our production instance.

If I take your answer, at step 4, how could I add on my change calendar that ServiceNow is also doing maintenance on the instance.

How can I see on my instance, the change records which are hosted by ServiceNow?

For example, I create a change request on ServiceNow portal to install a patch. ServiceNow will create their own change request. Anyway I could replicate the change request in my instance so that I can see it in my calendar with all my internal change requests related to my production instance?

Thanks

Philippe

[Sathish0702]

Create an account with a mailbox email in the ServiceNow Hi portal and add a role, Create a mailbox with same name in your company and create a inbound action to create a incident or change.