Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, attached files, and the source record to create a draft. Verify the details, and then save the record.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create change request using Einstein: | Prompt Template User permission set |
- From the App Launcher, find and select Incidents or Problems.
- From the Incident or Problems page, open a record.
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From the quick actions menu, select Create Change Request with
Einstein.
Einstein analyzes the record and its related records to automatically draft a change request record.
- Review the change request record generated by Einstein to make sure the accuracy of key fields, such as subject, description, impact, urgency, priority, risk level, type, and change type.
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Click Save.
The change request record is created successfully.
Sarah is from IT team at Cumulus Bank. A problem record exists with these details:
- Problem Number: PRB-0023
- Subject: Company Intranet is Slow
- Attachment: A network log export showing packet loss and interface errors on the affected switch.
Based on the investigation, Sarah reviews the attached network log export and finds increasing packet loss and rising interface errors on the affected switch. The log entries show packet drops and error counts trending upward over time, confirming failing switch hardware rather than a configuration or software issue. Sarah determines that the outdated switch is causing the performance issue and requires replacement. To resolve the issue permanently, she initiates a formal change request to upgrade the hardware.
She clicks Create Change Request with Einstein on the problem record. Einstein analyzes the problem details and root cause analysis, and attached files. Prioritizing technical logs, investigation notes, and attached log files, which confirms rising interface errors and packet loss consistent with failing switch hardware, specifying that a hardware replacement is required.
Einstein drafts a new change request record automatically, which includes key details such as category, change type, subject, implementation plan, risk, and backout plan summarized from problem details and attached files. The new change request is created (CR-0045), saving Sarah the manual effort of drafting it from scratch and helping her to immediately start the approval process.