change request

[Pavankalyan Bat]

In an effort to provide some tool level preventive measures for reducing the open CR count, we are proposing the below plan:

Scenario 1: When the change request is in any state till "schedule for approval" and have passed scheduled end date as stated in the portal.

Action plan: Servicenow will trigger 2 notification emails to change assignee in a gap of 2 business days asking to either cancel or reschedule the change. If not actioned within 2 Business Days, Servicenow will auto cancel the ticket and update change assignee. Cancelled ticket cannot be re-opened but can be copied.

Scenario 2: When the change request is open and has passed all approval stages and scheduled end date.

Action plan: Servicenow will trigger 2 notification emails to change assignee in a gap of 2 business days requesting for the closure of the change request in the portal with appropriate closure code.

If not actioned, SNOW will trigger email to group managers post 5 business days. Post this, change managers will get a full overview weekly of the changes that got a 3rd reminder, to follow up with change assignees for closure.

[Dr Atul G- LNG]

Hi @Pavankalyan Bat 

Scenario 1: When the change request is in any state till "schedule for approval" and have passed scheduled end date as stated in the portal.

Action plan: Servicenow will trigger 2 notification emails to change assignee in a gap of 2 business days asking to either cancel or reschedule the change. If not actioned within 2 Business Days, Servicenow will auto cancel the ticket and update change assignee. Cancelled ticket cannot be re-opened but can be copied.

Solution: Create a flow for this, where trigger can be Schedule, and check the plan start date> current date, ACtion: Send notification gap of 2 days and then Action: Change State = Cancel and put the cancel reason as well.

Scenario 2: When the change request is open and has passed all approval stages and scheduled end date.

Action plan: Servicenow will trigger 2 notification emails to change assignee in a gap of 2 business days requesting for the closure of the change request in the portal with appropriate closure code.

Solution: Same, as above, create the Flow and check the condition. It is low code and you can do this.

If not actioned, SNOW will trigger email to group managers post 5 business days. Post this, change managers will get a full overview weekly of the changes that got a 3rd reminder, to follow up with change assignees for closure.

Solution: Its not SNOW, its SN or ServiceNow. Create flow. Believe me, it is easy and straight forward and you can build it with low / zero code.