Work on a change request in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Modify a supported configuration item to clear a change request.

    Before you begin

    Role required: itil

    Procedure

    1. Open a change request.
    2. To open a change request, select the List icon (list icon) and then navigate to Changes.
      Note:
      Following lists are available:
      • Open
      • Closed
      • All
    3. Select a change request from the relevant list.
      Note:
      You can also open a change request from the Incidents, Problems or Interactions lists.
    4. Perform any of the following actions on the change record page.
      OptionDescription
      Create change tasks for delegation In the Overview tab, select Add Task. For more information about creating a change task, see Create a change task in Service Operations Workspace.
      Compose an email from the change Select the more actions icon (more actions icon) and select Compose Email.
      Create outage Select the more actions icon (more actions icon) and select Create Outage.
      View dependencies View the entities associated with the CI that can be impacted as a result of the change request.

      In the Impact section of the Details tab, select the Configuration item dependency view icon ( configuration item dependency view icon ) displayed in the Configuration item, Service offering, or Service field, as applicable. The unified dependency Configuration Management Database (CMDB) map is displayed in a new tab within the workspace view.

      Refresh impacted Services on a change request form Select the more actions icon (more actions icon) and select Refresh Impacted Services. For information about refreshing impacted services, see Refresh impacted services and CIs for Change.
      Cancel the change Select the more actions icon (more actions icon) and select Cancel.
      Delete the change Select the more actions icon (more actions icon) and select select Delete.
      Copy the record page URL to easily access the record Select the more actions icon (more actions icon) and select Copy URL.
      View the record information such as SLAs From the contextual side panel, select the record Information icon (record Information icon).
      Attach a record that helps in quick resolution of the change
      1. From the contextual side panel, select the agent assist icon (agent assist icon).
      2. Search for a resource and perform the required action, for example, link the change to an incident.
      Collaborate using Microsoft Teams From the contextual side panel, select the collaborate icon (collaborate icon).
      Add attachments From the contextual side panel, select the attachments icon (attachments icon).
      Note:
      The added attachments are displayed in the activity stream in the Compose section.
      Create templates for reuse From the contextual side panel, select the templates icon (templates icon) and create a template or reuse an existing one.
      Approve the change

      Select Related records tab, select Approvers.
      Implement the change Select  Implement  to put the change request into action.

      The change request state changes to  Implement. The workflow creates two change tasks: Implement  and  Post-implementation testing. Review the change tasks and assign them to a user or group, as appropriate.
      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.
      The following action buttons are displayed only if the On Hold field is configured for the change request form in SOW:
      • Schedule
      • Request approval for access
      • Request approval for authorize
      • Implement
      • Review
      • Close