Work on a change request in Service Operations Workspace
Modify a supported configuration item to clear a change request.
Before you begin
Role required: itil
Procedure
Open a change request.
To open a change request, select the List icon (
Image omitted: sow-list.png
list icon\) and then navigate to **Changes**.
list icon\) and then navigate to **Changes**.
**Note:** Following lists are available:
- Open
- Closed
- All
Select a change request from the relevant list.
Note: You can also open a change request from the Incidents, Problems or Interactions lists.
Perform any of the following actions on the change record page.
| Option | Description |
|---|---|
| Create change tasks for delegation | In the Overview tab, select Add Task. For more information about creating a change task, see Create a change task in Service Operations Workspace. |
| Compose an email from the change | Select the more actions icon ( Image omitted: more-actions-icon.png From the contextual side panel, select the record Information icon \( more actions icon) and select <strong>Compose Email</strong>.</td></tr><tr><td id="d312280e166"><strong>Create outage</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Create Outage</strong>.</td></tr><tr><td id="d312280e184"><strong>View dependencies</strong></td><td>View the entities associated with the CI that can be impacted as a result of the change request.In the <strong>Impact</strong> section of the <strong>Details</strong> tab, select the Configuration item dependency view icon ( [Omitted image "dependency-icon-r.png"] Alt text: configuration item dependency view icon ) displayed in the <strong>Configuration item</strong>, <strong>Service offering</strong>, or <strong>Service</strong> field, as applicable. The unified dependency Configuration Management Database (CMDB) map is displayed in a new tab within the workspace view.</td></tr><tr><td id="d312280e227"><strong>Refresh impacted Services on a change request form</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Refresh Impacted Services</strong>. For information about refreshing impacted services, see <a href="../../change-management/refresh-impacted-services-cis/">Refresh impacted services and CIs for Change</a>.</td></tr><tr><td id="d312280e252"><strong>Cancel the change</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Cancel</strong>.</td></tr><tr><td id="d312280e270"><strong>Delete the change</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select select <strong>Delete</strong>.</td></tr><tr><td id="d312280e288"><strong>Copy the record page URL to easily access the record</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Copy URL</strong>.</td></tr><tr><td id="d312280e306"><strong>View the record information such as SLAs</strong></td><td> Image omitted: record-info-icon.png record Information icon\). |
| Attach a record that helps in quick resolution of the change | 1. From the contextual side panel, select the agent assist icon \( Image omitted: agent-assist-icon.png 2. Search for a resource and perform the required action, for example, link the change to an incident.agent assist icon\). |
| Collaborate using Microsoft Teams | From the contextual side panel, select the collaborate icon \( Image omitted: collaborate-sidebar.png collaborate icon\). |
| Add attachments | From the contextual side panel, select the attachments icon ( Image omitted: attachment-icon.png From the contextual side panel, select the templates icon \( attachments icon).<strong>Note:</strong> The added attachments are displayed in the activity stream in the <strong>Compose</strong> section.</td></tr><tr><td id="d312280e385"><strong>Create templates for reuse</strong></td><td> Image omitted: template-icon.png templates icon\) and create a template or reuse an existing one. |
| Approve the change | Select Related records tab, select Approvers. |
| Implement the change | Select Implement to put the change request into action. The change request state changes to Implement. The workflow creates two change tasks: Implement and Post-implementation testing. Review the change tasks and assign them to a user or group, as appropriate. |
| Review a change request | Select Review after reviewing the details on the change request. The change request is moved to the Review state. All open change tasks are set to Canceled. |
| Close a change request | Select Close after entering the Close code ** and Close notes ** in the **Closure Information ** section. The change request is closed. |
The following action buttons are displayed only if the On Hold field is configured for the change request form in SOW:
- Schedule
- Request approval for access
- Request approval for authorize
- Implement
- Review
- Close
Parent Topic:Change Management in Service Operations Workspace
Related topics
Create a change request in Service Operations Workspace
Create a change task in Service Operations Workspace
Work on a change task in Service Operations Workspace