---
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


---

# Update the change request workflow

# Update the change request workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Update the change request workflow to reflect the addition of the
Complete state.

## Before you begin

Role required: admin

## About this task

The Change Request -- Normal workflow for the Normal type change request must be updated to progress the change request to Complete instead of Review.  
In case of a change request of type Normal, in the Assess state, any user from the Assignment group can approve the change request. When the value of Risk is Moderate or High, a CAB approval is initiated in the Authorization state. In case the Risk is Low, an approval from the CAB team is not required. Instead, the manager of the assignment group can approve the change request.  
Note:  
If the manager of the assignment group also happens to be the user who had approved the change request in the Assess state, the Authorize state is skipped and the state of the change request is set to Scheduled.

The functionality is
available only for the new customers.

## Procedure

1. Navigate to AllWorkflowWorkflow Editor.
2. Select Change Request -- Normal from the list of workflows.
3. Select the Checkout option from the Context menu to create a new version of this workflow.
4. Open the Set Values activity that transitions to the End activity and modify the following fields.  
   {#t_UpdateWorkflow__table_izh_ltm_b1b__entry__2}

   | Field | Value |
   |-|-|
   | Name | Move to Complete |
   | Set these values | State = Complete |
   [ ]

   {#t_UpdateWorkflow__table_izh_ltm_b1b}
5. Click Update.
6. Open the Wait for conditions activity that transitions to the End activity and modify the following fields.  
   {#t_UpdateWorkflow__table_c52_ttm_b1b__entry__2}

   | Field | Value |
   |-|-|
   | Name | Change moves to Complete |
   | Set these values | \[State\] \[is\] \[Complete\] |
   [ ]

   {#t_UpdateWorkflow__table_c52_ttm_b1b}
7. Click Update.
8. Open the Workflow Actions menu and click Publish.
**Previous topic:** [Create a process flow record](https://servicenow-prod.fluidtopics.net/nollOo3YhWJ_iGePtzjvNg "Create and add a process flow record for the Complete state. The process flow formatter displays at the top of the Change Request form.")  
**Next topic:** [Change flows](https://servicenow-prod.fluidtopics.net/Em~Myoh2dbqEBpWXX~rajQ "The Change Management Change flows provide a library of reusable actions and end-to-end implementations of the Change models provided in the base system.")

*[\>]: and then