ITSM Agent Workspace - Change Management

Use ServiceNow® ITSM Agent Workspace to create and manage your change requests.

The Change workspace form is similar to the ServiceNow AI Platform Change request form. You can customize the view of the Agent Workspace form by changing the workspace view. For more information, see Add field or related list to a workspace form.

Figure 1. ITSM Agent Workspace — Change

• Create a change request in Agent Workspace
  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.
• Create a standard change from an interaction
  Create a standard change record directly from an interaction to implement a pre-approved, low-risk change without having to go through the Change Management module to implement it.
• Link a change request to an incident through Agent Assist
  You can identify incidents caused by a change and link it to the change record from the Agent Assist panel in a workspace.
• Delete a change request
  If you no longer require the change information, you can delete the change record. This action deletes the change record form the ServiceNow database and the Change [change] table.
• Disable creating an emergency change in Agent Workspace
  Limit the access to create an Emergency change request from the Agent Workspace. However, you can continue creating the emergency change from your ServiceNow AI Platform instance.