---
schema_version: "1"
id: 17708dede930faddc6f4ae9b06c94609fa60b57729d9b3a1d38171d4e53d5767
title: Enable Features for Change Request Management in IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_enable_features.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_enable_features.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9c3a0e33044f60d3a60c4ac8032b1979283f496190e3a5bc6fc04be951e3f5a2
description: Turn on settings in your org that turn on Change Request Management and its associated features.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Enable Features for Change Request Management in IT Services

Turn on settings in your org that turn on Change Request Management and its associated features.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124359e72">User Permissions Needed</th>
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        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124359e72 ">To turn on Change Request Management:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124359e72 ">View Setup and Configuration</td>

          </tr>
        </tbody>
      </table>

To use configuration items in change request records, enable Confirguration Management Database (CMDB).

1. From the Salesforce Go page, go to the Features tab, search for and select **Change Management**.
2. Click **Get Started**, click **Turn On**, and then confirm the changes.
3. Click **Review** next to **Turn On Risk Assessment**.
4. Enable **Risk Assessment** to assess the risk of change requests based on evaluation questionnaire.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)
    
    Note New orgs created after the Winter '27 release don’t need this step. If you upgrade an existing org where Risk Assessment was set up before Winter '27, delete the existing Change Request Risk Score Expression Set. Then turn **Risk Assessment** off and on so Salesforce regenerates the expression set that calculates the normalized 1–100 score.
5. You can turn on settings to use the decision table for Risk Assessment to modify the table as per your business needs.
    1. From Setup in the Quick Find box, search for and select **Business Rules Engine Settings**.
    2. Enable **Industries Cloud Common Decision Tables Access**.
6. Configure the Priority Matrix for change requests. See [Configure Rules for Automatic Priority Assignment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.").
7. Set up the Change Approval process. See [Advanced Approvals for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_approvals.htm&release=264.0.0&type=5 "Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows.").
8. Customize the page layout such as adding or modifying fields, editing picklist values, and adding related lists for change requests.
9. Add components to the change request record page to view and manage affected and impacted configuration items.
    1. Open a change request record.
    2. From the Setup menu, select **Edit Page**.
    3. In the Lightning App Builder, drag and drop **Related Affected Config Items** and **Related Impacted Configuration Items** components to the desired region on the page.
        
        These components are available only when Configuration Management Database (CMDB) is enabled.
    4. Click **Save**.
    5. Click **Activate** to make the page available in Lightning Experience.
10. You can also set up advanced settings for Change Management.
    1. To identify conflicts between a change requests that affect the same configuration item during overlapping schedules, set up change request conflict detection. See [Set Up Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_stage.htm&release=264.0.0&type=5 "Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish.").
    2. Define the stage definition, steps, and assignment rules for each change type. See [Set Up Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_stage.htm&release=264.0.0&type=5 "Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish.").
    3. Deliver the IT service change notifications through your preferred communication channel. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.").
    4. Set up event types for your business that helps schedule and deploy changes. See [IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5 "Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts.").
    5. Turn on default field validations to maintain data accuracy throughout the change request lifecycle.
        
        Default field validations help prevent common errors during record creation and updates. These fields are validated and must meet the required input rules.
        
         
        | Validation Group | Fields with Default Validations |
        | --- | --- |
        | Estimated times | Estimated Start Time, Estimated End Time |
        | Actual dates | Actual Start Date |
        | Completion dates | Actual Start Date, Completion Date |
        | Required fields | Subject, Status, Priority, Impact, Risk Level, Type |
        | Assignment | Assigned User, Assigned Group |