Process a change request

Release version: Brazil
Updated September 10, 2026
2 minutes to read

You can approve, implement, review, and close a change request.

Before you begin

Role required: itil, admin, sn_change_write, or change_manager

As part of processing a change request, ensure that you have detected any change conflicts and performed risk assessment

Procedure

  1. Navigate to All > Change > Open.
  2. Select a change request you like to work on.
  3. Approve or reject multiple change requests from the list view.
    To see all the approvals routed to you, navigate to Self-service > My Approvals. Approvers with the approval_user role act only on the approval record.
  4. You can perform the following actions on a change request based on your role.
    OptionDescription
    Approve or reject a change request Open the approval record from the Self-Service > My Approvals module or from the Approvers related list on the change request or Reject to reject it.

    The change request changes to the Scheduled state if it is approved or to New state if it is rejected.
    Implement a change request Select Implement to put the change request to the Implement state.
    Note:
    When you select Implement, the system automatically creates two change tasks:
    • Implement: Represents the implementation work to be performed.
    • Post-implementation testing: Covers testing and validation after implementation.

    The system creates theses tasks when the change request enters to Implement state. You can modify task assignments, dates and descriptions as needed. To cancel a task, set its state to Cancelled.

    Tasks remain open until you close or cancel them. Canceling a task does not affect the parent change request.
    Review a change request Select Review after reviewing the details on the change request.

    The change request is moved to the Review state. All open change tasks are set to Canceled.
    Close a change request Select Close after entering the Close code and Close notes in the Closure Information section.

    The change request is closed.
    Cancel a change request From the context menu, Select Cancel Change. Provide a reason for canceling the change and select Save.

    The change request is canceled and the reason for canceling the change is added to the Work Notes field.
    Note:
    Manually created change tasks are not automatically closed or cancelled when state is changed from Implement to Review. You must first close the change tasks and to close the change request.
    Users with approval_user role, who approve change requests, do not have access to the change request itself. The following information are made available within the approval record to help these users make the right approval decision:
    • Number
    • Requested by
    • Configuration Item
    • Type
    • Planned Start Date
    • Risk
    • Planned End Date
    • Impact
    • Short Description
    • Description
    • Justification
    • Implementation plan
    • Risk and impact analysis
    • Backout plan

    You can add approval history to the change request activity log. Select the activity filter icon and select Approval history from the list. When there is a change in the approval process, such as an approval, rejection, or comments, the activity log is updated.