Change Requests

What are Change Requests?

A change request represents a planned modification to your infrastructure, services, or configuration. Examples include deploying a new server, upgrading firmware on network switches, migrating a database, or modifying firewall rules. Change requests are one of the three ticket types in Anzen's ITSM module.

Status Workflow

Change requests follow a more structured workflow than incidents or problems, including an approval gate. A change starts as a Draft while details, affected assets, and business processes are documented. Once ready, it is Submitted for review. A reviewer or change advisory board then either Approves or Rejects the change. If approved, the change moves to Implementing while the work is carried out, and finally to Completed once it has been successfully implemented and verified.

Approval Workflow

The transition from Submitted to Approved (or Rejected) represents the approval gate. This is where a manager or change advisory board reviews the proposed change, evaluates its risk and impact, and decides whether to proceed.

The linked assets and business processes on the change request help reviewers understand the blast radius of the proposed change.

Implementation Tracking

Once approved, the change moves to Implementing. The comment timeline serves as a log of implementation progress — team members can post updates, note complications, or confirm completion of individual tasks. Moving to Completed signals that the change is done and verified.

Ticket Number

Change requests receive ticket numbers in the format CHG + year + sequential number, for example CHG2026000001. See Tickets for more on the shared ticket structure.