---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Tutorial: add a new change management state

# Tutorial: add a new change management state {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

This tutorial provides an example of adding a new state to the existing state
model.

## Before you begin

Role required: script_include_admin, ui_policy_admin, ui_action_admin, or admin

## About this task

Consider the following scenario:

Based on your organization's requirements, you must add a new state, Complete, between the existing Implement and
Review states. You must also add the ability to decide if the Review state is needed.

Perform the following steps:

## Procedure

Open the Change Request form.
1. [Create a new choice](https://www.servicenow.com/docs/p2AsrLudCODpNcMiBUpNUA)  
   Create a new choice for the change request state.
2. [Create a custom field](https://www.servicenow.com/docs/ciwxhk0LvLHPgDbqs9gfuA)  
   Create a custom choice field to indicate whether a change request must go through the Review state.
3. [Add a UI policy](https://www.servicenow.com/docs/~Yg2GF6NmJzi1VUq_D4xgg)  
   Add a UI policy to display the Needs review field for Normal change requests when it reaches the Complete state.
4. [Create an ACL](https://www.servicenow.com/docs/FLHliROXX8vONLCCcUl2aQ)  
   Create an access control rule (ACL) to avoid the Needs review field from being modified after it has been set.
5. [Update the state handler script include](https://www.servicenow.com/docs/Z3b3dPc~ZWVvBbXkuybDMQ)  
   Update the ChangeRequestStateHandler script include with the new Complete state.
6. [Update the state model script include](https://www.servicenow.com/docs/CaYy9XJfghANjnKZkzZCeQ)  
   Update the ChangeRequestStateModel_normal script include to add new functions for the Complete state.
7. [Create a UI action](https://www.servicenow.com/docs/rFZ6bzH72bZqTqbKUh9TFg)  
   Create a UI action to display a button on a change request for the Complete state.
8. [Create a process flow record](https://www.servicenow.com/docs/nollOo3YhWJ_iGePtzjvNg)  
   Create and add a process flow record for the Complete state. The process flow formatter displays at the top of the Change Request form.
9. [Update the change request workflow](https://www.servicenow.com/docs/fmvF~ZYonisHxOJCpNl4wg)  
   Update the change request workflow to reflect the addition of the Complete state.