Creating a Change Request

--or--

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

A New Change Record

A change form appears. 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 appears on the change form.

The change request status is set to logged.

The following default tabs appear (results may vary depending on your system setup):

--fields--

Field	Description
Requested By	Person requesting the change. This is filled in with the logged in user name and contact information. Select another requester if you are not the requester of the change.
Sponsor	Optional. Enter the employee name of the sponsor of this change.
Team	The team of the person requesting the change. Choose from the drop-down list.
Coordinator	The coordinator requesting the change. Choose from the drop-down list. Defined from the team list.
CAB Vote Expiration	The deadline date and time the Change Approval Board (CAB) has to vote to approve or deny this change. The date and time must be after now.
CAB Review Date	The deadline date and time the CAB has to review this change. The date and time must be after now.
Approved By/On	This field is automatically entered by the system, based on the approval workflow.
Cost	This field is automatically entered by the system.
Time	The time spent is based on the activity history, is automatically generated by the system, and is given in minutes.
Summary	Subject or title of the change.
Description	Details of the change.
Status	The status of the change. Choose from the drop-down list. Only a Change ManagerEnsures that changes are introduced into the organization with minimum disruption to existing services. The Change Manager can initiate a change request, but usually manages the change through its lifecycle. can modify a change status. See Default Change State Transitions for details on each change status.
Type	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 and/or dependencies and may require other associated change requests. Minor: Small changes or changes that have a small/minor affect are classified this way. Significant: Similar to type classification of major, except that significant 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. Choose from the drop-down list.
Justification	The reason for the change. Choose from the drop-down list.
Risk Level	Automatically shows the results of the Risk Level tab.
Urgency	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	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. Low: Does not have much effect on the organization. Medium: Has some effect on the organization but generally not considered a large effect.
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 that 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	Optional. The related release number. The release must be defined in the Release workspace.

4.

Click Save from the toolbar.

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

From the change request, you can link to an incident, problem, configuration item, service, or release that gets resolved from the change request. Change requests created from within an object are automatically linked.

Incidents

Incidents, not problems, should be created for any issues that arise during the change process. Problems arise from the underlying root cause of one or more incidents or potential incidents; for this reason, you cannot create a new problem from a change request. You can, however, view incidents that are linked to a problem from a change record.

Problems

An existing problem can get resolved when a change is implemented, so you can link an existing problem record to a change. All configuration items and services linked to the problem record get linked to the change by a default Search and Link business rule.

Releases

When the change request is linked to a release, link the problem record from the change request to the release record. A change request is usually scheduled to implement or deploy a configuration item through the release mechanism. In HEAT, configuration items include physical assets as well as services. During the change, the Change Manager needs to ask which configuration items have been affected, how have they been affected, and which services are impacted by the affected configuration items. For example, implementing a new Microsoft Exchange server (a configuration item) could potentially impact email services (a service).

Configuration Item

The Change Manager can also view the configuration item map to view the services that might be impacted by or impact the change.

Baseline

The Change Manager can also view the baseline of a configuration item before making the change. The system records a baseline of the associated configuration item in the Baseline Comparison tab of the configuration item record and in the Baseline tab of the change record when the change is in implemented status.

Services

Impacted services that are linked to the change need to be linked to the Service tab of the release record when the change is linked to a release. See Linking CIs and Services to a Release.

To link a change request to a business object:

5.

Click Save from the toolbar.