Work with Change Requests for IT Services

Create Change Requests

Change managers and change fulfillers can create change requests in the Agentic IT Service Desk console to capture the IT changes required.

1. From App Launcher, search for and select Change Requests.
2. From the Change Requests list view page, click New.

   Enter Subject, Status, Priority, Risk Level, Impact, Urgency, and Type. These are the mandatory fields, you can fill out the rest of the fields after you have created the change request.

3. Save your changes.
4. You can also create a change request from an incident or a problem record.

Associate Change Requests

Associating a change request with incidents, problems, and releases is a best practice that enhances traceability, accountability, and service quality.

1. To associate a change request to another record:
   1. On the Details tab of a Change Request record click Associate or go to the Associations tab and click Add.
   2. Select the Record Type and Relationship Type.
   3. Select all the records that you would like to associate to the current record. You can associate a single record or multiple records in the same interaction.
   4. Save your changes.
2. To remove existing associations:
   1. From a Change Request record, go to the Associations tab, click Remove.
   2. Choose the Record Type and select the records you want to remove and then click Remove.

      Removing Associations does not lead to deletion of associated records.

3. To close multiple associations:
   1. From a Change Request record, go to the Associations tab, choose the Record Type.
   2. Select the records that you want to resolve, and click Resolve.

Associate Affected and Impacted CIs with Change Requests

Add configuration items to a change request so you can see which items are directly involved and which depend on them.

Associate Cases with Change Requests

Associate cases with a change request to give fulfillers more context while they plan and implement the change.

1. Open a change request record, and then click the Related tab.
2. In the Cases related list, click Add.
3. Search for a case by name or number, select the case, and then click Save.
4. To remove an association, select the case, click Remove, and then confirm the removal.
   Only the association is removed. The case record isn't deleted.

Associate Service Requests with Change Requests

Associate service requests with a change request to give fulfillers more context while they plan and implement the change.

1. Open a change request record, and then click the Related tab.
2. In the Service Requests related list, click Add.
3. Search for and select a service request.
4. For Relationship Type, select a value, such as Linked to Service Request.
5. Click Save.
6. To remove an association, select the service request, click Remove, and then confirm the removal.
   Only the association is removed. The service request record isn't deleted.

View and Filter Change Requests on IT Service Calendar

Each change request is represented as an event in the IT Service Calendar if the scheduled start and end date is populated. The calendar helps IT Service team view the change schedule on a calendar and avoid conflict decisions.

Resolve and Close Change Requests

After you've successfully completed the change, you can resolve and close the change request. Closing a change request is an important part of the process, as it helps maintain accurate records, track completion, and analyze the effectiveness of the change.

1. From an existing Change Request record page, click Close Change Request.
2. Enter the Close Code and a Close Summary.
3. Save your changes.
   When the status of a change request changes to Closed, Salesforce automatically populates the Closed Date field.