Review a new change request

After a user creates a new change request or a Service Desk Agent escalates an interaction to a change, the change request moves to the Change Review phase. You can then review the information to verify that all the information you need is provided and that the change is assigned to the correct support group.

To review a new change request, follow these steps:

1. From your To Do queue, select Change from the Queue list and My Open Changes from the View list.
2. Expand Phase: Change Review from the record list, and then click the change request to view its detail.
3. Check to see if the change request is a standard request to be handled by the request fulfillment process. If it is, select Reject from the More Actions menu to reject the change.
4. Enter the reason for the rejection and click Finish to move to the Evaluation and Change Closure phase.
5. Review the information in the form to determine if it is complete and verify that the change is assigned to the correct support group. If more information is needed or the support group is incorrect, send the request back to the requester or to the Service Desk.
6. If the request status in the Category field is Default, select Change Category from the More Actions menu and select the appropriate category. Fill in any other required fields.
7. Click Close Phase. The phase status changes from Change Review to Change Assessment & Planning.

Implement a change and perform a production test
Reject a change request
Return a change request to the requester