[Music] hello and welcome to the very special tutorial where we are going to explore how to add a new change request typ service now that's right we are diving into the heart of IT service management but we promise to keep it light-hearted and engaging so you won't even realize you are learning something new something new something complex right now adding a change request type might sound like a task only suited to the bravest of it Warriors arm with endless lines of code and a deep majestical understanding of the digital tra but fear not I'm here to guide you through this journey and I promise the only thing you will need to arm yourself with is a good sense of humor and perhaps a good cup of coffee so first thing first let's navigate to the change management application service now it's like entering the secret garden of change request where each type holds the key to solving a business unique business challenges but what if the garden doesn't have the type of flower you are looking for well that's where we plant the new one and we create a new change type here is in the normal is in the change type sections it's like being at a buffet you have got your standard options like normal emergency standard change all delicious in their own rights but today we are going to add a new flavor to the menu let's click on new and bu on The Culinary adventure of creating a new change request type That's Unique as it's as your it needs okay maybe super CR critical Ultra important might not be the official name okay we go with but you get an idea right it's all about customizing service now to fit the unique plate of your organization it strategy itm strategy so without wasting any time let's get started in order to create a new change first and the foremost thing what we have to do just go to the change request so we will go to I will just use the shortcut I'm just annoyed with this particular popup so change request and on change request let's open any of the change so I will open this one loing and what you have to do you have to just right click on the Ty field so if you see this is a typ field over here right so you have to just right click on the typ field and just do show Choice list and here you can see whatever all reconfigured options are there you can see over here so what you have to do you have to click new to create the new change type so I just click new it's loading and here you can simply type change request because we are creating it on change request I just spell it wrong change request now you have to select the label for it so for for now I will just create experted change okay so I will just give the name asite and you can give the value same with a small case at the bottom just following the nor clature of the normal process and then you can give the sequence so it will come on five because I already have the four change types right so or you can Shuffle it out also so I will just give it five and I will just go out submit so now you can see a new change type got created over here with the label exite perfect right this was the first step now moving over to the next step the next step step is the to create the interceptors what are interceptors so if you go to the change request right change the quest if you go to from here only I can I can show you know why oh I'm not on the screen if you go to change change request and if you click if you try to create a new change so for example from here if I'm creating a new change so you get some option what exactly you want to do so you can see this models emergency normal and so on so these are the interceptors so we'll be creating a new interceptor how we can create a new Interceptor so for that what you have to do just go to interceptors click on interceptors and then you just search for change request my bad again I will do star change so you will get this interceptors right so you just click this new change request and here you can see for this particular question you have already couple of options right director normal chain director so what you have to do just click on this URL just copy it out for any of the change and then you can click on new and create your own so I will go with simple question to redact the URL we'll simply add the target URL the same which we saw just with the twig what we'll do we'll just change it to expedite at the B at the end because we are creating a new expedite change right so over here and we can give a name as it was like direct to normal change or not so I can give direct to to exped change I got just extra a like to experted change and I can give the order for this as 500 because the order is in terms of 100s right I'll give it 500 um I think nothing uh you can add user prompt also it's What description you can enter a description that is displayed to the end user when they click on the new change okay under change so so this is exp change I will just give like this but you can Define anything and nothing to be change apart from this so you can submit so this particular step is also completed and you can see a new type got answer got created direct to exped change with a new URL right so this step is also done perfect now what you have to do you have to search for the change type script include on which to Bas the workflow for the new change type so for example I want to follow the track of emergency change right so I have to search for the Emergency change scrip you can do the changes at lat point but just to follow the state models right you have to do that so so I I feel that my use case is pretty close to the emergency so I will go with that so what you can do you can simply search for a script include with name which contains name as so I will just go I'll just close this popup script include and what I'm adding over here is the name so it change request State model so what is State model so State model defines from which particular state to what all state it can go so for example from new in normal change move to asses or cancer state right from asses it can go to authorized state or cancer state in the similar way right so for every change it's different so if you see over here we have state model snc for emergency normal standard and all right so we want it for emergency right this particular so what we'll do we'll open this out in the next step and what you have to do you have to just because we will be following the same model right so you have to do you just you can simply copy the script out from here and you can click a new create a new uh script include I just paste the code for now I've copied right yeah perfect and here what you have to do we can give the same name over here set to expedite right so over here I can change the name to expedite just to make this aggregation from rest of the change request so exped I added and next thing what you have to do as you have changed the script include name and copied it from the other script include right we get replace this now name out so you can simply use this replace all option I want to replace with this particular statement exped and what I need to replace this so wherever there is a reference to the emergency change I will uh I will refresh it with the expired one I will just do replace all and I will just verify it out so I can see okay the script includ is looks good for now that will be at the bottom also perfect so once it's done you can simply submit the change out uh submit the script include out so this is done now the next thing what you have to do you you have to give the reference that this particular changes existed right this particular change exist to the system okay now how you can do that so for that you have to just go again I will search for script include which is a Handler script include which handles all this activities out so you can just type scripting to change what was the name request I just read a mess again change request State Handler and if I go do enter so here we get the handlers so basically what we have to do if you look into this particular snc right snc Handler so it will have some properties with respect to every change okay and you have to add whenever you create a new change you have to add it over there so if you see over here you can see normal emergency standard so we want exped over here right but the fun part is this particular script only so you can't edit it out over here then you must be thinking how you can edit it out then if you got hand out over here so if you know that this SSC script includes is extended by this change the state Handler so if you look over here okay over here you can see uh this particular object extended ense Handler so basically this particular script include will have all the properties plus function which the Handler script include snc is having okay so you can add it over here right and it will get added to that so you can simply add over here the similar format we will add ke so you can simply add below this you are just defining one variable out and you guys simply put the comma okay there's this error okay perfect it's done so you are done with all the setup for the new change itself perfect right it was pretty quick and I'm going U pretty faster because within uh 10 20 minutes I have a service time will be call so before that I have to complete this out so this is done now next thing what you have to do you must be thinking oh we didn't do anything on the workflow side right because the workflow is the one which get executed when whenever this iteration happen so now what we'll do we'll go to the workflow so I will just go all I'll go work flow workflow editor as we are referencing to the emergency change so we'll just copy the emergency change workflow and at later point you can do the changes to that new workflow so you can see on the change request it's showing at the top only change request emergency perfect right so I just click on that I'm not altering anything on the emergency change workflow okay make it in mind keep it in mind so what I will do um I will just copy this out so where exactly so I will just go copy copy this workflow and what name we should give so I'll just give the name as change request expedited okay so it will create a new change so it's creating perfect change request expedited got created and it's at this moment check out State I kept it on check out state for a reason okay what was the what is the reason because there is a workflow underneath it there is a subflow underneath it but is change request emergency task Emery change task okay so what we want to do over here is where is that particular fun emergency change task this is the one right so let's copy this also right because we want to so I will just copy this and what was the name change request change it's not mandatory to keep the same name but I'm just following the nomenclature okay did change askask okay done okay so this workflow is done okay and nothing to be changed on this particular one R right so I can simply copy the name of this Comm Fe and I can simply publish the work floud okay now coming back to this previous one now what you can do basically what is doing okay it's growing from here and from here right so I can simply remove this out do it can this did it and this one right I just didn't this out and this the water right Chas way oh yep here it is I was thinking what exact come on so great I can click on this oh two create this one the B we here and we can fix this out done done and you can publish perfect right so we have completed all the steps okay required to create a new change and the new change got created just got created okay and just like that with a few clicks and a dash of creativity we have added a new change request type two hour service now instant it's a small step from an IT team but a giant Le for your organization efficiency and adaptability so there you have it okay adding a new ch request type in service now does it have to be daunting task with the little guidance and pos positive attitude you can customize your itm process to better suit your organization needs and remember if you ever feel lost in the digital world of service now we are I'm there to help you out so if you have any queries you can reach out to me on LinkedIn and so on so thank you for joining me today don't forget to like share subscribe for more helpful and engaging tutorial until next time keep navigating the ever exciting world of service now with a confidence and a bit of humor thank you and have a nice day