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            Set Up Change Request Conflict Detection

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            Set Up Change Request Conflict Detection

            Identify and manage potential conflicts early in the change lifecycle by enabling change request conflict detection. When active, conflict detection creates conflict records when overlapping change requests affect the same configuration item during the same scheduled period, helping change managers and fulfillers review and resolve conflicts before deployment.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To enable Change Request Conflict Detection: View Setup and Configuration
            Note
            Note

            To view and manage configuration item conflicts, the change managers and fulfillers must also have at least read access to the affected configuration item records.

            CMDB is connected and configuration items are available.

            View detected conflicts directly on a change request record to reschedule requests or mark conflicts as resolved.

            After you turn on change request conflict detection and configure the change request conflict settings, Salesforce activates out-of-the-box template flows that implement configuration item conflict detection. These flows use the change request conflict object to store detected conflicts.

            The out-of-the-box implementation includes these flows:

            • Two record-triggered parent flows. One runs when a configuration item is associated with a change request, and the other runs when a change request schedule is updated.
            • One child autolaunched flow that evaluates overlapping change requests and creates conflict records.

            The parent flows call the child flow to verify whether other change requests are scheduled for the same configuration item during overlapping time periods.

            You can also clone and flow templates for other conflict detection use cases, such as detecting conflicts based on events or resources.

            1. From the Salesforce Go page, go to the Features tab, and search for and select Change Management.
            2. In the Unlock Advanced Functionality section, select Turn On Change Request Conflict Detection.
            3. To detect when the same configuration item is affected by multiple change requests scheduled during the same period, click Configure.
            4. Turn on Configuration Item Conflicts.
            5. Save your changes.

              Salesforce creates and deploys active versions of the record-triggered template flows.

              The Conflicts Detected is displayed on the change request record page when you turn on conflict detection. If the card isn’t visible, you can add it to the record page using Lightning App Builder.

             
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