Create a change request in Service Operations Workspace

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

    • Track modifications to 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: itil or admin

    Procedure

    1. Perform one of the following actions to start creating a change request.
      OptionDescription
      From any change list
      1. Navigate to a list of changes.
        Note:
        Following lists are available for change:
        • Open
        • Closed
        • All
      2. Click New .
      From an incident
      1. Open an incident.
      2. From the record page, select Create change request.
      From an interaction
      1. Open an interaction.
      2. From the record page, click the drop-down beside Create incident and select Create change.
      From a problem
      1. Open a problem.
      2. Perform any of the following actions:
        • From the record page, click the drop-down beside Create problem task and select Create change request.
        • From the Fix Tasks tab, navigate to Change Requests list and click New.
    2. Select the change model that you want to create, and click Next.

      For information about change models, see Change models.

      OptionDescription
      Normal Any service change that is not a pre-approved change or an emergency change.
      Pre-approved 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.
      Note:
      • You can filter and search for the change type.
      • When you create a change request from an interaction, only pre-approved change types are available.
    3. In the Overview tab, fill in the fields.

      You must provide the initial details of the change in the Overview tab.

      Field Description
      Short description Brief description of the change.
      Description Detailed description of the change.
      Justification Reason for the planned change request, which helps approvers determine their decision.
    4. Click Save.

      The change request is created along with Scope and impact, Assignment, Schedule, Risk evaluation, and Change task sections.

    5. Select Add scope in Scope and impact section.
      1. On the form, fill in the fields.
        Table 1. Add scope form
        Field Description
        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.
        Service offering 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.
        Service The business service that you want to make available for the change request.
        Category The category of the change, for example, Hardware,  Network, or  Software.
        Refresh impact services When you refresh impacted services, the Impacted Services/CIs, Business Applications, and Service Offerings related lists get updated based on the affected CIs. The records in each of the related list are unique even though the impact can be from a single affected CI.
      2. Click Save.
    6. Select Assign in the Assignment section.
      1. On the form, fill the fields.
        Field Description
        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 change group, then the field gets populated with the change 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.
        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.
      2. Click Save.
    7. Select Schedule to schedule the implementation for the change.
      1. On the form, fill in the fields.
        Table 2. Schedule
        Field Description
        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.
        Actual start date Start date of the implementation.
        Conflict status Status of the conflict.
        Actual end date Date when the change was implemented.
        Conflict last run Date when the conflict was last run.
      2. Select Schedule.

        Select Schedule under Next conflict-free card to re-schedule the implementation of the change if there is any conflict.

        Change schedule

      3. Select Details tab to view the Change details.
    8. Select Risk evaluation to evaluate the risk for the change.

      The risk is calculated and is shown in Record information.

      The last evaluated risk value is displayed along with the timestamp.

    9. Select New in Change task section.
      For more information to create a change task, refer Create a change task in Service Operations Workspace.
    10. Select  Request Approval when the change request is ready to move to the next state.
      The state is moved forward based on the type of change request:
      • Assess state: Group level approval for a normal change request. Approval records are automatically generated based on the  Change approval policies. You can conduct peer and technical reviews of the proposed change.
      • Authorize state: Approval required by the business stakeholders, or by the Change Advisory Board.
      • Scheduled state: Pre-approved standard changes.
      Note:
      To mail the change record, click the more options icon (More options icon.) in the content frame and select Email. Both the user who requested the change and the user who is assigned to the change are automatically populated in the list of recipients.

      To view the calendar, click View Calendar in the title bar of the Change Request form.

    11. Click Save.