Creating a Change Request

Change requests are divided into five different types. Each type of change request defines the priority of the change in relation to other changes, the speed at which the change must be implemented, the size of the impact that the change makes on the organization.

1.Do one of the following:

Log in to the Service Desk console and open the Change workspace.

Within a form (such as incident, problem, or release), select the Change tab.

2.From the toolbar, click New Change to open a blank form, or select a template from the drop-down list.

A change form is displayed. If you used a template, some data already appears in the fields.

If you create a change request as a Service Desk Analyst or another user who does not have Change Manager permissions, only a subset of fields on the change form is displayed. Results may vary depending on your application setup.

Details: See step 3.

Working with Tasks

Creating a Service

Risk Level

Change Schedule

Working With Attachments and URLs

About Activity History

About Creating a Configuration Item

Managing Incidents

Working with Problems


Working with Workflow Instances


About the Related Posts Tab


The Approval tab is displayed only if an approval is needed for a task on the change request.

3.Under the Details tab, enter information into the fields.

Field Description

Requested By

The person requesting the change. The application automatically enters the name of the logged-in user, but you can change this if you are not the requester of the change.

Sponsor The name of the sponsor of this change.
Team The team associated with the person requesting the change.
Coordinator The coordinator requesting the change. Defined from the team list.
CAB Vote Expiration The deadline date and time for the Change Approval Board (CAB) to vote to approve or deny this change. The date and time must be after now.
CAB Review Date The deadline date and time for the CAB to review this change. The date and time must be after now.
Approved By/On This field is automatically populated by the application, based on the approval workflow.
Cost This field is automatically populated by the application.

The time spent is based on the activity history, is automatically generated by the application, and is given in minutes.


Subject or title of the change.


Details of the change.


The status of the change. Only Change Managers can modify a change status. See Change Business Object Reference for details on each change status.


The type of change:

Standard: This type of change is performed on a regular basis and is considered routine. Standard changes are typically created through one of the various change templates available. A user cannot create a standard change in the same fashion as other changes.

Emergency: This type of change is usually a response to a failure or error that needs an urgent fix. Emergency changes must be made quickly and is usually recorded after the change has already been made.

Major: This type of change requires a lot of items or dependencies and may require other associated change requests.

Minor: Small changes or changes that have a small or minor affect are classified this way.

Significant: Similar to major except that significant changes might need to be divided into several partial subsequent changes that together would constitute a large significant change, depending on the policies and requirements of your organization.

Category The category of the change.

The reason for the change.

Risk Level Automatically shows the results of the Risk Level tab.


The time appropriateness required. The default value is 3. Urgency and impact together define the priority value.

High: Necessary immediately with a high degree of urgency.

Medium: Required, but can be made after higher urgency changes have been implemented.

Low: Required, but can wait for other changes of greater urgency to be implemented.


Impact to the organization, group, or individual. The default value is 3. Impact and urgency together define the priority value.

High: Has a major impact on the organization.

Medium: Has some effect on the organization but generally not considered a large effect.

Low: Does not have much effect on the organization.

Backout Plan Attached

Specifies that there is a backout plan to the record under the Attachment tab. Attach the required supporting documents before setting the change to pending review status.
Changes Tested Specifies if you have tested the changes described in this record.
Start Date

The date and time when the event starts.

End Date

The date and time when the event finishes.

Release The related release number. The release must be defined in the Release workspace.

4.Click Save.

The change request remains in the logged state while you are working on the change request record.