--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Process a change request # Process a change request {#ariaid-title1} Release version: Australia Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read You can approve, implement, review, and close a change request. ## Before you begin Role required: itil, admin, sn_change_write, or change_manager As part of processing a change request, ensure that you have [detected any change conflicts](https://servicenow-prod.fluidtopics.net/uWeywcJWCXG8NmbgNukTaw#t_RunManualConflictDetection "Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.") and [performed risk assessment](https://servicenow-prod.fluidtopics.net/3VO7_kneiRuMKQM0Z~x~Qw "You can perform risk assessment of existing change requests after the risk assessment criteria are defined. After assessing the risk, you can view the risk assessment responses in the change request.") ## Procedure 1. Navigate to AllChangeOpen. 2. Select a change request you like to work on. 3. Approve or reject multiple change requests from the list view. To see all the approvals routed to you, navigate to Self-serviceMy Approvals. Approvers with the `approval_user` role act only on the approval record. 4. You can perform the following actions on a change request based on your role. | Option | Description | | Approve or reject a change request | Open the approval record from the Self-ServiceMy Approvals module or from the Approvers related list on the change request or Reject to reject it. The change request changes to the Scheduled state if it is approved or to New state if it is rejected. | | Implement a change request | Select Implement to put the change request to the Implement state. Note: When you select Implement, the system automatically creates two change tasks: * Implement: Represents the implementation work to be performed. * Post-implementation testing: Covers testing and validation after implementation. {#t_ProcessAChangeRequest__ul_uml_pv2_pjc} The system creates theses tasks when the change request enters to Implement state. You can modify task assignments, dates and descriptions as needed. To cancel a task, set its state to Cancelled. Tasks remain open until you close or cancel them. Canceling a task does not affect the parent change request. | | Review a change request | Select Review after reviewing the details on the change request. The change request is moved to the Review state. All open change tasks are set to Canceled. | | Close a change request | Select Close after entering the Close code and Close notes in the Closure Information section. The change request is closed. | | Cancel a change request | From the context menu, Select Cancel Change. Provide a reason for canceling the change and select Save. The change request is canceled and the reason for canceling the change is added to the Work Notes field. | |-|-| {#t_ProcessAChangeRequest__choicetable_yhp_ddv_tt} Note: Manually created change tasks are not automatically closed or cancelled when state is changed from Implement to Review. You must first close the change tasks and to close the change request. Users with approval_user role, who approve change requests, do not have access to the change request itself. The following information are made available within the approval record to help these users make the right approval decision: * Number * Requested by * Configuration Item * Type * Planned Start Date * Risk * Planned End Date * Impact * Short Description * Description * Justification * Implementation plan * Risk and impact analysis * Backout plan {#t_ProcessAChangeRequest__ul_apn_c41_nsb} You can also add approval history to the change request activity log. Click the activity filter icon and select Approval history from the list. When there is a change in the approval process, such as an approval, rejection, or comments, the activity log is updated. {#t_ProcessAChangeRequest__steps_ovn_cdv_tt} * **[Associated CIs on a change request](https://servicenow-prod.fluidtopics.net/mGIgnQbkoaECjBvd8FLMBA#c_AffectedCIsAndImpactedServices)** You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map. * **[Mass Update CI](https://servicenow-prod.fluidtopics.net/A6tpAz3RW5s~lSvLmCtCXg)** The Mass Update CI plugin enable users to apply the same update to a set of CIs for a specific CI class. The Change Management - Mass Update CI plugin is intended to be used when the Change Management - State Model plugin is activated. * **[Use Mass Update CI](https://servicenow-prod.fluidtopics.net/AoK5iic_CTOC62dXE0scgQ)** You can use the proposed changes in a change request to apply the same update to a set of CIs for a specific CI class. * **[Place a change request on hold](https://servicenow-prod.fluidtopics.net/Qzf~CTLuIcGOPO6lWLXWnQ)** You can put a change request on hold to get additional information for the created change request. * **[Refresh impacted services and CIs for Change](https://servicenow-prod.fluidtopics.net/cKmPbkmibQMNLO1PLd~RmA)** The Impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action. **Related tasks** * [Create a change request](https://servicenow-prod.fluidtopics.net/laj6IUiVKxXyDUK3C3hfzw "Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs).") *[\>]: and then