Is it best practice to create new change type in ServiceNow? If no why?

KM SN · ‎01-09-2024

what are the issues involved in creating new change type in ServiceNow?

Ehab Pilloor · ‎01-10-2024

Creating a new change type in ServiceNow involves several steps, and it's crucial to follow best practices to ensure a smooth and effective implementation. Here are the key issues and best practices to consider when adding a new change type:

1. **Choice List Configuration:**
- **Issue:** Incorrect configuration of the new change type in the Choice List.
- **Best Practice:** Ensure accurate entries in the Choice List configuration, including the table selection, label, value, and sequence.

2. **Change Request Interceptor Configuration:**
- **Issue:** Inaccurate setup of the change request interceptor, leading to misrouting or mishandling of the new change type.
- **Best Practice:** Carefully configure the interceptor, providing a clear name, user prompt, target URL, and order to maintain proper routing and user guidance.

3. **Script Include Creation:**
- **Issue:** Errors in creating or referencing script includes may result in unexpected behavior.
- **Best Practice:** Follow a step-by-step approach when creating script includes, ensuring accurate naming, referencing the base script include correctly, and updating any necessary script content.

4. **State Transition Script Includes:**
- **Issue:** Incorrect modification of state transition script includes may lead to undesired state changes.
- **Best Practice:** Pay close attention to updating script includes related to state transitions. Verify that references are accurate, and changes align with the new change type.

5. **Workflow Creation and Configuration:**
- **Issue:** Mistakes in workflow creation or misconfiguration can impact the handling of the new change type.
- **Best Practice:** Duplicate and modify existing workflows carefully. Verify conditions, actions, and references to associated change task workflows. Publish workflows after making necessary updates.

6. **Testing:**
- **Issue:** Insufficient testing may result in overlooked issues when the new change type is deployed.
- **Best Practice:** Thoroughly test the new change type in a non-production environment, covering various scenarios to identify and address potential issues before deploying to production.

7. **Documentation:**
- **Issue:** Lack of documentation can lead to confusion and difficulties in maintaining the new change type.
- **Best Practice:** Document each step of the process, including configurations, script modifications, and workflow changes. This helps in troubleshooting and future reference.

8. **User Training:**
- **Issue:** Users may face challenges if they are not informed about the new change type and its implications.
- **Best Practice:** Provide training and communication to relevant users regarding the introduction of the new change type. Ensure they understand the purpose and any changes in their workflows or processes.

By addressing these issues and following best practices, you can enhance the success of adding a new change type in ServiceNow and ensure a seamless integration into your organization's change management processes.

If you found this reply helpful, please mark it as solution and helpful.

Thanks and regards,

Ehab Pilloor

View solution in original post

Musab Rasheed · ‎01-10-2024

It is will recommended to use 3 types of change which are available as OOB because everything is configured and controlled OOB but if at all need arises where you want to create new change then there is nothing wrong since logic has to be built from scratch to make it work. Make sure once you create change ticket you don't allow users to change type of change so that existing and new logic shouldn't break.

Please hit like and mark my response as correct if that helps
Regards,
Musab