Create a change request from a problem

If the cause of a problem requires a change to your infrastructure or a business service, you can create a change request from the problem as part of fixing the problem.

Before you begin

Role required: agent_workspace_user, itil, or admin

About this task

You can implement a resolution to a problem by applying a standard change procedure and testing to confirm service recovery. For a normal change, you raise a Request For Change (RFC). The Change Advisory Board (CAB) must approve the RFC before a resolution is applied to the Problem.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the list, click Problems > Open.
3. Open the problem record from which you want to create a change request.
4. Click the more actions icon () and click Create Change Request.
5. In the Create Change Request dialog box, select the type of change.

   Option	Description
   Normal	Any service change that is not a standard change or an emergency change.
   Standard	A pre-authorized change that is low risk, relatively common, and follows a specified procedure or work instruction.
   Emergency	An emergency change that bypasses group and peer review and approval, and goes straight to the authorization state for approval by the CAB approval group.

6. Click Create.
7. Create the change record.
   For more information, see Create a change task.
8. Click Save.
   The change record appears under the Change Requests related list.