Modifications in the Change Module you need to know about

Posted on Thursday, March 30, 2017

On March 22, 2017, many changes were made to the form used to enter change requests in ServiceNow. For staff working in Information Technology, these forms are a requirement for requests going to the Change Advisory Board (CAB) for software and hardware modifications we manage.

 Change forms are now very similar to incident request forms.

Figure 1: Change forms are now very similar to incident request forms.

Twelve fields were made mandatory and are indicated by a red asterisk on the form, these are type, category, assignment group, short description, description, reason, justification, planned start date, planned end date, change plan, backout plan, and test plan.

 Planned dates for the changes are entered lower on the form

Figure 2: Planned dates for the changes are entered lower on the form

Three plans are required for change requests

Figure 3: Three plans are required for change requests

Additional changes support the smooth functioning of the processes that underpin change requests and the CAB. Here are some of the enhancements made.

 When opening a new change request, the default state is now New.

Figure 4: When opening a new change request, the default state is now New.

 

 The new Approver List has the list of managers and directors who can approve change requests

Figure 5: The new Approver List has the list of managers and directors who can approve change requests

 

 To choose a manager, click on the Edit button in the Approvers section, make your selection and click on Save. An email will be sent to the manager for approval.

Figure 6: To choose a manager, click on the Edit button in the Approvers section, make your selection and click on Save. An email will be sent to the manager for approval.

 Automatic notification emails are now sent when there is a change of value for the CAB Approval or State.

Figure 7: Automatic notification emails are now sent when there is a change of value for the CAB Approval or State.

 

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