How to create a record from a change

Any change can trigger additional records as part of the change process. You can create additional changes, incidents, projects, or knowledge/news articles from a single change. These records are called related records. For example:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

A change request might trigger a change to the infrastructure, or its components.

A change request might trigger an incident.

When you create a record from an existing record, Service Management automatically creates a relationship between the records.

Note

Data domain assignments:

Are copied when you create a change or incident from a change.
Are not copied when you create a knowledge or news article from a change.

For more information about domains, see Data domain segmentation.

To create a new record from a change:

From the main menu, select Build > Change.

Service Management lists all changes arranged in column format. If necessary, select the columns that you want to view.

Click the record identifier in the ID column to display the selected record.

If you select an individual record, Service Management displays the contents of that record in the right pane.

On the toolbar, click and select the type of record to create from the change.

Service Management displays the correct form to gather the appropriate information for the new record, and automatically fills in common information.

For more information about the field mappings, see Mapping records created from a change record.

Enter the details for the new record, and click Save icon Save on the toolbar.

The following relationships are created:

New changes.
- In the source change record, the new change record appears on the Related records tab, in the Effects of the change section.
- In the new change record, the source change record appears on the Related records tab, in the Causes of the change section.
Incidents.
- In the change record, the incident record appears on the Related records tab, in the Effects of the change section.
- In the incident record, the source change record appears on the Related records tab, in the Depends on this incident section.
Articles. In the change record, the knowledge and news articles appear on the Related knowledge tab.
Projects and Programs. In the change record, the project or program appears on the Related records tab, in the Related projects and programs section.

The Title and Description fields are copied from the change record to the new project or program record.

How to create a record from a change

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