--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # State model and transitions # State model and transitions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of State model and transitions ServiceNow Change Management provides a structured state model to track and manage change requests through various stages. This model supports normal, standard, and emergency changes, each with specific state progression rules. Email notifications are automatically sent to the requester at key states, helping keep stakeholders informed throughout the change lifecycle. Show full answer Show less ## States and Transitions * **New** (state value -5): Change request is created but not yet submitted for review. * **Assess** (-4): Peer review and technical approval occur. * **Authorize** (-3): Final scheduling and authorization by Change Management and CAB. * **Scheduled** (-2): Change is authorized and scheduled; notification sent to requester. * **Implement** (-1): Actual change work is performed; notification sent to requester. * **Review** (0): Post-implementation review and success evaluation occur; notification sent to requester. Cancel action is disabled in this state. * **Closed** (3): Change is complete with no further action required. * **Canceled** (4): Change is canceled at any point except after closure; notification sent to requester. Standard changes skip the Assess and Authorize states since they are pre-authorized, while emergency changes require authorization but follow a similar flow. ## Reverting Change Requests Normal and Emergency changes can be reverted to the New state via the "Revert to New" action if approvals have been requested but the change scope is incomplete. This restarts the workflow and cancels pending approvals. ## Modifying Change Request Type Change request types can be modified only when in the New state and before any approvals are generated: * Standard changes can be changed to Normal or Emergency. * Normal and Emergency changes can switch between each other. * Rejected Normal or Emergency changes revert to New state, allowing type modification and resubmission. ## Restrictions and Attributes * The Cancel action is disabled during the Review state to prevent cancellation after work completion. * Change Managers can assign attributes to states in the model, such as **allowcimodification** to permit configuration item changes, and **allowimplementation** to indicate implementation status. ## Customization Organizations can extend the state model by adding new states tailored to their processes. Additionally, state transitions and progression criteria can be customized using script includes or UI policies to align with specific business rules. Change Management offers a state model to move and track change requests through several states. Figure 1. Example of state transitions for a normal change request The following table provides a list of all the states that a change request can progress through. Email notifications can be sent to the user who requested the change when it progresses to the following states: Scheduled, Implement, Review, and Canceled. {#c_ChangeStateModel__table_stq_kft_zs__entry__3} | State | Description | State value | |-|-|-| | New | Change request is not yet submitted for review and authorization. A change requester can save a change request as many times as necessary while building out the details of the change prior to submission. | -5 | | Assess | Peer review and technical approval of the change details are performed during this state. | -4 | | Authorize | Change Management and the CAB schedule the change and provide final authorization to proceed. | -3 | | Scheduled | The change is fully scheduled and authorized, and is waiting for the planned start date. An email notification is sent to the user who requested the change. | -2 | | Implement | The planned start date has approached and the actual work to implement the change is being conducted. An email notification is sent to the user, who requested the change. | -1 | | Review | The work has been completed. The change requester determines whether the change was successful. A post-implementation review can be conducted during this state. An email notification is sent to the user who requested the change. Note: You cannot cancel the change request if it is in the Review state. | 0 | | Closed | All review work is complete. The change is closed with no further action required. | 3 | | Canceled | A change can be canceled at any point when it is no longer required. However, a change cannot be canceled from a Closed state. An email notification is sent to the user who requested the change. | 4 | [Table 1. Change states] {#c_ChangeStateModel__table_stq_kft_zs} Normal, standard, and emergency changes progress through states in different ways. ## State progress for different changes {#c_ChangeStateModel__section_agv_5dv_fdb} * Normal changes progress through all states. * Standard changes are considered to be pre-authorized, so they bypass the Assess and Authorize states that trigger approval records. Approving these changes progress the change to the next appropriate state. Rejecting these changes send them back to New state. * Emergency changes are similar to standard changes, except that they must be authorized. {#c_ChangeStateModel__ul_fgx_cdv_fdb} ## Revert a change request to a New change {#c_ChangeStateModel__section_tms_xdv_fdb} Change Management allows the Emergency and Normal change types to be reverted to the new state which is the first approval state using the Revert to New action from the Context Menu. This action is performed if the approval was requested and the submitter recognizes that not all configuration item in the scope of the change is included before submitting for approval. * To modify the Normal change request to the New state, modify the state of a change request from Assess state to New state by clicking Revert to New from the Context menu. * To modify the Emergency change request to the New state, modify the state of a change request from Authorized state to New state by clicking Revert to New from the Context menu. Note: When you revert to New from the Assess state or the Authorized state, the workflow is restarted and all pending approvals are cancelled. {#c_ChangeStateModel__ul_ulc_12v_fdb} ## Modify change request type {#c_ChangeStateModel__section_vmn_22v_fdb} * A new ACL for change_request.type has been added that allows modification of the Type field in change request when the change request is in a New state and no approvals have been generated yet for it. * In case of Standard change request, you can modify the type of the change request from Standard to Normal or Emergency, if the state of a change request is New. * In case of Normal or Emergency change request, you can modify the type of the change request from Normal to Emergency or vice versa if the state of a change request is New. * If a Normal or Emergency change request is rejected, the state of the change request is set to New. As the state of the change request is New, you can modify the type of the change request again. For example, if your Emergency change request is rejected on the grounds that the change request is Normal, you can modify the Type of the change request to Normal and resubmit the change request. {#c_ChangeStateModel__ul_l5x_f2v_fdb} ## Disabled Cancel change action {#c_ChangeStateModel__section_s53_b21_1gb} The Cancel option for a change request in the Review state is disabled. This restricts cancelling the request when the work is complete and is waiting for review. ## Change model attributes {#c_ChangeStateModel__section_y1v_yy3_fdc} The Change Manager has the option to mandate specific actions when a Change Request is moved to a specific state. Attributes assigned to that state determine what actions can take place. By default, there are two attributes to manage a change request: * allow_ci_modification -- Allows to modify the CI. Attributes are only considered if they are included in a model. If the `allow_ci_modification` attribute is not added to a model, it defaults to its initial state. * allow_implementation -- Indicates that the change will be implemented. By enabling `allow_implementation`, this feature replaces the implementation states field currently present on the Change model. Both the states listed in the implementation states field and the attribute will be respected. {#c_ChangeStateModel__ul_mlv_bz3_fdc} * **[Add a state to the state model](https://www.servicenow.com/docs/UEbX06Kzcj6S2rvwEumZuQ#t_AddANewState)** You can add a new state to the existing state model for different change types based on the requirements of your organization. * **[Configure state model transitions](https://www.servicenow.com/docs/nHgqrOTyeAikvLcbq~WLkg)** You can use script includes or UI policies to configure state models and the criteria for moving change requests from one state to another.