Create a change request in Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read

    • A change request is a proposal to alter a supported configuration item (CI). Use a change request form to record information such as the reason for the change, type, priority, and risk.

    Before you begin

    Role required: sn_change_write, itil, or admin

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the navigation list, click Change > Open.
    3. Click New.
    4. Select a change type and then click Create.
      OptionDescription
      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.
    5. On the form, fill in the fields.
      Table 1. Change form
      Field Description
      Number The unique change request number
      Requested by User who requested the change.
      Category The category of the change, for example, Hardware, Network, or Software.
      Service The business service that you want to make available for the change request.
      Service Offerings Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.
      Configuration item Configuration item (CI) that the change applies to. You can associate any type of CI with a change request, including service offerings. It also provides detailed access to SLA and availability requirements.
      Priority Priority value that is auto-generated based on impact and urgency. It identifies how quickly the service desk should address the task
      Impact Impact auto-calculated value that indicates a measure of the effect of an incident, problem, or change on business processes.
      Type Displays the selected change request type (Standard, Normal, or Emergency). You can change this value by selecting another type.
      State State of the change request. By default, the state is New.
      Assignment group Group assigned to the change.
      You can populate the Assignment group field automatically based on the support group available for the respective configuration item (CI). If the CI does not have any support group, then the field gets populated with the support group available for service offerings. The business rule Populate Assignment Group based on CI/SO triggers the functionality when an incident, problem, or change request is created or updated and when the Assignment group and the Assigned to field is empty. The following properties identify the field whose value populates the Assignment group field:
      • com.snc.change_request.ci_assignment_group.field_name: This change property identifies which CI field populates the Assignment group field.
      • com.snc.change_request.service_offering_assignment_group.field_name: This change property identifies which service offering field populates the Assignment group field.
      Note:
      The default value for the properties is support group for incident or problem and change group for change request respectively. The business rule Populate Assignment Group based on CI/SO is shipped as part of the development plugin ITSM CSDM Best Practice – Quebec plugin (com.snc.best_practice.itsm_csdm.quebec) and is available only for the new customers.
      Assigned to User assigned to the change request. If an assignment rule applies, the change is automatically assigned to the appropriate user or group.
      Risk The risk level for the change.

      Either High, Moderate, or Low. You can set this value manually or use Risk Calculation and Risk Assessment to derive it.
      Short description Brief description of the change.
      Description Detailed description of the change.
      Planning section
      Justification Reason for the planned change request, which helps approvers determine their decision.
      Implementation plan Plan or process to follow to implement the change.
      Risk and impact analysis Detailed analysis of the risk and impact foreseen if the change is implemented.
      Backout plan The information required to restore the system to its original state if an implementation fails.
      Test plan Detailed information on the test strategy and objectives for the change request.
      Schedule section
      Planned start date Date to begin working on the change.
      Planned end date Date the change is planned to be completed.

      If the task type is Implementation, the Planned start date and Planned end date values must fall within the planned start and end dates specified in the change request.
      Unauthorized Option to indicate that the change is an unauthorized change. For more information see, Unauthorized change request.
      Actual start date Start date of the implementation.
      Actual end date Date when the change was completely implemented.
      Notes section
      Watch list Users to receive notifications when work notes are added.
      Work notes list Users to receive notifications when work notes are added.
      Note:
      The administrator must create an email notification for the work notes list.
      Additional comments (Customer visible) More information about the change.
      Work notes Information about how to resolve the change or steps taken to resolve it, if applicable. This note is for internal use. The work notes information is not visible to your customer.
      Closure Information section
      Close code Resolution code for the change.
      Close notes How or why the change was closed.
    6. Click Save.