---
schema_version: "1"
id: 25df838bc9a93e95a8a0de052846d9c99557c5557a56970bcd554580b411d67c
title: Create Change Requests Automatically from Incidents or Problems with Einstein
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_einstein_create_chngereqst.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_create_chngereqst.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7093b35224f4402fb6b6c859c590a793150230261ebedd6d9ba4239b2820d755
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Create Change Requests Automatically from Incidents or Problems with Einstein

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

<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>, 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">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9887e68">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9887e68 ">To create change request using Einstein:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9887e68 ">Prompt Template User permission set</td>

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1. From the App Launcher, find and select **Incidents** or **Problems**.
2. From the Incident or Problems page, open a record.
3. 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.
4. 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.
5. Click **Save**.
    
    The change request record is created successfully.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Example

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.