Cherwell: Creating a New Normal Change Request

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Change Management

Change management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. ITS’s Change Management ensures that Changes are recorded, classified, scheduled, implemented, and reviewed to minimize Service disruption to the company.

About Change Request Records

A Change Request is a record that tracks the addition, removal, or modification of anything that could affect IT Services. These can include changes to architectures, processes, tools, metrics, documentation, and other Configuration Items.

There are three types of Changes:

  • A Standard Change is a well-documented, low risk, low cost, occurs frequently, and is thoroughly understood by the Change Advisory Board (CAB). The Change only needs to be authorized by the CAB once before it is added to a list of Standard Changes.

  • A Normal Change is unknown how the Change might affect the system. Though the CAB must authorize the Change before implementation, it is not considered a high priority, and can be addressed during the regular CAB meeting time or via email, depending upon the risk level.

  • An Emergency Change is a break in the system and must be addressed immediately so that the system can resume operation. Since the Change is critical, it requires immediate attention from the Emergency Change Advisory Board (ECAB).

Creating a New Normal Change Request

When creating a new Change Request record in Cherwell, the default Change Type is Normal.

Create a New Standard Change


1.In the Main Menu, click New>New Change Request. The Normal Change record is divided into four main sections: Info, Classify, Assess, Implement and Review.


2. Fill in the Requestor. This field may be automatically populated with the end-user creating the record, but you can click the Contact Manager button to select someone else. This is usually the person who has made the request for a change to be completed. It could also be the manager from the area driving the change.



3. Fill in Implementation Manager and Team information. This will be the main team completing the work for the request. If other teams are involved, a task can be created later in the request for tasking those teams with specific parts of the work.

4. Fill in the Change Title. The title may appear in Dashboards and Reports. Try to keep it to no more than five words if possible. Use the Description field for more detailed information. 

5. Fill in the Description. In this field, provide a detailed description of the work that will be completed.

6. Select the Proposed Start Date. Select the date\time the actual work begins to implement the change. For some organizations, this is the timeframe that begins an outage so the work on a server can be started. This is not the date the Change Request record is created or initiated, but rather the date the actual work will begin.

7. Select the Proposed End Date. Select the date\time the work to implement the change will be completed. Dates should be as specific as possible for when the actual change activity will be scheduled to occur. 

8. Select the Primary CI. If CI’s are populated, and available in the CMDB interface, select the primary affected CI. If additional CI’s must be linked to the Change Request, click the link button on the Configuration Items tab in the Arrangement. This opens the CMDB interface and you may select an additional CI to link.

Link Additional CIs

Please note: More information on creating a CI can be found at the following link: How to Create a Configuration Item


While there are many types of CI’s listed, the best practice is to select the category or type of CI and then narrow your search from the resulting list.

CMDB Search


9. Click the Next button.

10. Complete the Risk Assessment:

Risk Assessment


(Optional) Add Journal to the record to document testing, troubleshooting, conversations, meetings and outcomes etc.

11. On the Journal Tab in the Arrangement, click New Journal - Note.  

New Journal


12. Click Save to save the record:

Save Button


13. Click Move to Assessing to move the record to the next status.

Move to Assessing


14. You can safely close the Change Request by clicking the Home button:

home Button



12/13/2018 1:09:57 PM