Process a change request

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. You can perform the following actions on a change request based on your role.

   Option	Description
   Approve or reject a change request
   Implement a 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 also add approval history to the change request activity log. Click 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.

• Associated CIs on a change request
  You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.
• Mass Update CI
  The Mass Update CI plugin enable users to apply the same update to a set of CIs for a specific CI class. The Change Management - Mass Update CI plugin is intended to be used when the Change Management - State Model plugin is activated.
• Use Mass Update CI
  You can use the proposed changes in a change request to apply the same update to a set of CIs for a specific CI class.
• Place a change request on hold
  You can put a change request on hold to get additional information for the created change request.
• Refresh impacted services and CIs for Change
  The Impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.

Related tasks

• Create a change request