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Enable Features for Change Request Management in IT Services
Turn on settings in your org that turn on Change Request Management and its associated features.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To turn on Change Request Management: | View Setup and Configuration |
To use configuration items in change request records, enable Confirguration Management Database (CMDB).
- From the Salesforce Go page, go to the Features tab, search for and select Change Management.
- Click Get Started, click Turn On, and then confirm the changes.
- Click Review next to Turn On Risk Assessment.
- Enable Risk Assessment to assess the risk of change requests based on evaluation questionnaire.
-
You can turn on settings to use the decision table for Risk Assessment to modify the table
as per your business needs.
- From Setup in the Quick Find box, search for and select Business Rules Engine Settings.
- Enable Industries Cloud Common Decision Tables Access.
- Configure the Priority Matrix for change requests. See Configure Rules for Automatic Priority Assignment.
- Set up the Change Approval process. See Advanced Approvals for IT Services.
- Customize the page layout such as adding or modifying fields, editing picklist values, and adding related lists for change requests.
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Add components to the change request record page to view and manage affected and impacted
configuration items.
- Open a change request record.
- From the Setup menu, select Edit Page.
-
In the Lightning App Builder, drag and drop Related Affected Config
Items and Related Impacted Configuration Items components
to the desired region on the page.
These components are available only when Configuration Management Database (CMDB) is enabled.
- Click Save.
- Click Activate to make the page available in Lightning Experience.
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You can also set up advanced settings for Change Management.
- To identify conflicts between a change requests that affect the same configuration item during overlapping schedules, set up change request conflict detection. See Set Up Stage Management for Change Requests in IT Services.
- Define the stage definition, steps, and assignment rules for each change type. See Set Up Stage Management for Change Requests in IT Services.
- Deliver the IT service change notifications through your preferred communication channel. See Notifications for IT Services.
- Set up event types for your business that helps schedule and deploy changes. See IT Service Calendar.
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Turn on default field validations to maintain data accuracy throughout the change request
lifecycle.
Default field validations help prevent common errors during record creation and updates. These fields are validated and must meet the required input rules.
Validation Group Fields with Default Validations Estimated times Estimated Start Time, Estimated End Time Actual dates Actual Start Date Completion dates Actual Start Date, Completion Date Required fields Subject, Status, Priority, Impact, Risk Level, Type Assignment Assigned User, Assigned Group
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