---
schema_version: "1"
id: 2eb26213df1d2dd5522ea4b481a414776d0daf214106302d7a725b517a03963a
title: Work with Change Requests for 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_work_with_chng_rqsts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_work_with_chng_rqsts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4e81725bdb9901b350357982ce43d1d83db12053a255acdeaf9eb215b03ccc57
description: Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Work with Change Requests for IT Services

Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar.

### 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%">
        </colgroup>
        <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="d113933e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to an Incident:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Change Associator</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to a Problem:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Problem Associator</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to a Release:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Release Associator</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To resolve an association:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Change Request Associations Resolver</td>

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

## 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.

To associate configuration items with a change request, follow the steps in [Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption.").

## Associate Cases with Change Requests

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

Your admin must add the **Cases** related list to the change request page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US).

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.

Your admin must add the **Service Requests** related list to the change request page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US).

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.

To view and filter change requests on the IT Service Calendar, 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.")

## 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.