Change Record List

09 Sep 2025
12 Minutes to read

Change Record List

Updated on 09 Sep 2025
12 Minutes to read

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In-app AI Features

The AI Copilot for Change Management acts as a smart assistant that helps analysts, approvers, and managers streamline the end-to-end change lifecycle. It leverages historical data, predictive analytics, and natural language interaction to guide decision-making, reduce risks, and improve efficiency.

Note
The In-App AI features here are predicted by AI for every page load. The Prediction result may vary every time when the page is loaded. To arrive at the decision based on the predicted result, you should repeat this and take an average of the predicted result.

As an Analyst you will be able to use the below Copilot features in a Change Record.

Suggested Change Type
Suggested Risk
Approval

Suggested Change Type

Copilot analyzes historical change records and patterns to determine whether a proposed change should be classified as a Standard Change or a Normal Change. It considers factors like the nature of the change, potential impact, and past outcomes to ensure reliable categorization.

The Change Types are configurable and can vary from customer to customer. Based on the Change Types that are trained on to the LLMs and the historical data patterns from the previous Change Records, as a combined result the Change Type is predicted.

Note
The values in the Change Type dropdown are configurable. For more information, refer to Change Type.

To view Change Type prediction, perform the following steps:

Log in to the Application.
Navigate to Change > User > Change Record List.
Change Record List page is displayed.
Select Change Record ID on the list page
Change Record ID details are displayed along with the predicted Change Type.
Figure: Change Type Prediction
Hover over the Predicted Change Type to view the suggestion. Based on the attributes such as historical data for Change Type selected for the change category, and other relevant attributes.
Figure: Suggested Change Type

As Change Type is configurable, training the LLM with the change types on the CRs will enable you to view the suggestion accordingly.

Suggested Risk

This feature predicts the risk level associated with implementing a change. It assesses potential threats and Predicts a Risk Value such as Low, Medium, and High enabling analysts to plan and mitigate accordingly. Prediction is depends on the historical data from the last 6 months.

Risk Prediction depends on the previous Change Records of a customer. It considers the Change Description from the current Change Record and all the past change records with the similar Description for the CI. Based on the historical CR data for the CI which is available in the AI Agent and the information that is available in the CR such as Description, Urgency, Impact, Priority, Category details etc. combined the AI predicts the Risk level.

Note
The values in Risk dropdown field are configurable. To configure, refer to Risk.

Scenario for CR Risk Prediction

Change Manager creates a CR for monthly Hotfix deployment on the below CI.

CI: acme-excwin001

The system records the details such as CI Name, Activity Type, Schedule and Purpose. On the page load when the AI API is called these are captured for prediction.

AI Copilot evaluates the following:

Historical CR outcomes for acme-excwin0001
Frequency and success rate of the recurring hotfix deployment.
Past impact post CR execution
Example: Minor outages, Service Restarts and other mitigations

Based on the above patterns from the previous CRs, Risk Level is predicted.

Prediction Outcome: Since the Hotfix Deployment is repetitive and well documented. The AI Copilot predicts the most accurate risk value reflecting both repetition and outcomes.

Let us consider the below example:

The last 10 HF deployment cycles succeeded with minimal disruption that lead to the Predicted Risk as Low. If past patches on the CI showed intermittent mail flow issues or downtime then the Predicted Risk is Medium or High.

To view change record risk prediction, perform the following steps:

Log in to the Application.
Navigate to Change > User > Change Record List.
Change Record List page is displayed.
Select Change Record ID on the list page.
Change Record ID details are displayed along with the suggested Change Risk.
Figure: Suggested Risk

Hover over the Suggested Change Risk to view the prediction. This is displayed based on the historical data patterns for the CI, Change Record Description, Symptom and other SLA parameters.
Figure: Predicted Risk Message
Notes
- In-app AI displays a risk score (low, medium and high) for each Change Request.
- The risk score updates automatically when request details are modified by the user.
- In-app AI response time is less than 3 seconds for a Change Request.
- AI uses only authorized data and does not reveal sensitive information.
Change Risk is configurable, based on the configured Risk the predictions are displayed.

Note
Here, the AI Copilot will only predict and provide the Risk value as a suggestion. It is up to the Analyst to change the Risk value from the dropdown. If the Analyst is in agreement with the AI prediction then the user can change the value accordingly.

Approval

Similarly, as an analyst you can view the prediction that if the CR is safe to approve or not. Based on the data gathered from the current CR’s Description and CI which then compares with the past CRs to determine the success rate of the CR.

If the percent is higher then it indicates greater probability for the CR to be successful.

To view the likelihood of Change Record success, perform the following:

Log in to the Application.
Navigate to Change > User > Change Record List.
Change Record List page is displayed.
Select Change Record ID on the list page.

Select Approval in the CR’s Action panel to view the likelihood of the CR success.

Figure: Likelihood of Change

Following is the likelihood of change success prediction.

Percentage level	Success Rate	Description
0% - 20%	Fail	Lacks feasibility and proper planning.
21% - 40%	Revise	Needs major risk mitigation and resource assurance.
41% - 60%	Clarify	Requires detailed impact analysis and mitigation plans
61% - 80%	Condition	Needs final validation or supporting evidence
81% - 100%	Success	Meets all requirements; ready for approval

You can view the list of Change Records (CRs) to which you have access.

You can view the CRs in the Tile view or Tabular view.
You can search for the CRs using the Filter section.

To view or update a CR, perform the following steps:

Navigate to Change > User > Change Record List.
On the Change Record List page, a list of all the CRs is displayed.
Figure: Change Record List Tile View
Figure: Change Record List Tabular View
Hover the mouse over Change Request Description or Information to view the description or information in a pop-up as shown above or hover the mouse over () in Description or Information to view the description or information in a pop-up as shown above.
Select the CR NO of the CR that you want to view or update.
The following page is displayed with all the details about the CR. For information about the fields on the CHANGE RECORD ID page, see Creating Change Records.
Figure: Change Record ID page
Click the Caller name link to display the INITIATOR NAME pop-up page. On the INITIATOR NAME pop-up page, you can view general details and additional information about the Caller.
Figure: Initiator Name page
Note
On the Workflow section, click the block to view the details.

Actions

This section explains all the icons displayed on the ACTIONS panel of the CHANGE RECORD ID page.

SHOW LIST

Click SHOW LIST to display the CHANGE RECORD LIST page showing all the available CRs.

SHOW LIST FOR APPROVAL

Click SHOW LIST FOR APPROVAL to display the APPROVE CHANGE RECORDS page showing only the CRs waiting for approval.

ALERT CONFIGURATION

You can configure the alerts to be sent out to the stakeholders for the CR. Click the ALERT icon to display the ALERT CONFIGURATION pop-up page.

Figure: Alert Configuration

The following table describes the fields on the ALERT CONFIGURATION page:

Field	Description
Analyst	Select the check box to send the alerts to the Analyst to whom the CR is assigned.
Assigned Workgroup	Select the check box to send the alerts to the Workgroup to which the CR belongs.
Workgroup Owner	Select the check box to send the alerts to the Workgroup Owner.
Initiator	Select the check box to send the alerts to the Change Requestor.
CAB Members	Select the check box to send the alerts to the CAB members.
Add to Bulletin Board	Select the check box to add the alert on the Bulletin Board. If selected, information about this CR is available to the End Users on the End User Dashboard.
Display Alert Hours Before the Planned Start Time	Type in the number of hours before the planned start time, the alert should be sent to the configured users.
Workgroups	Select the Workgroups to whom the alerts should be sent.
Mail Groups	Select the Mail Groups to whom the alerts should be sent.
ADDITIONAL USERS	Select the additional User's to whom the alerts should be sent.
Users List	Type in the users names and click the Add icon to add users. Click the Minus icon to delete users.
Additional Alert Information To Be Shown	Type in the additional alert information to be displayed.

CREATE RECURRING CR

Click CREATE RECURRING CR to create a recurring CR. The same CR is created as per the frequency details configured on the CUSTOM SCHEDULER pop-up page.

Note
This icon is enabled only if the status of the CR is Requested.

CAB info

You can view the CAB information of the specific CR in this section. The fields on this section are not editable.

Figure: CAB Information

Field	Description
Change ID	Displays the Change Record ID for which the CAB information is displayed.
CAB Name	Displays the CAB name associated with the selected CR.
Meeting Date	Displays the meeting date for CAB members.
Actions	Displays the associated action(s).
Owner	Displays the name of the owner(s).
Deadline	Displays the deadline for the CAB members.

Approval

A CR needs to be authorized by the Change Record Authorizer and approved by the Change Advisory Board (CAB) members before it is analyzed and then implemented. A CAB member who is configured as an Approver by the Administrator has the privilege to Approve, Reject or Refer Back a CR. By default, a CAB member who is not having approval privilege can object to a CR. If a CR is objected by any of the CAB members, the CR cannot be processed further. The CAB member who objected to the CR must clear the CR before implementing it.

Click the APPROVAL icon on the ACTIONS panel. The APPROVAL pop-up page is displayed. The fields on this page are not editable if you are not the CR Authorizer or CAB member for the selected CR.

There are two sections in this page:

CR SUMMARY

You can view the CR Summary in this section. The fields on this section are not editable.

Figure: CR Summary

Field	Description
Is PIR Required ?	If selected, the Post Implementation Review is mandatory. The check box can be modified by a Change Manager even after Change is Implemented.

Field

Description

Is PIR Required ?

If selected, the Post Implementation Review is mandatory.

The check box can be modified by a Change Manager even after Change is Implemented.

Approver CR authorization

Figure: APPROVAL pop-up page : APPROVE CR - AUTHORIZATION

The following table describes the fields on the APPROVE CR (AUTHORIZATION) section:

Field	Description
Approver	Displays the name of the Authorizer. Based on the selected Workgroup under the General tab, the configured Authorizer's name is displayed.
Status	Allows you to authorize a CR (if you are the Authorizer or have appropriate access). Authorize: If selected, the CR is authorized by the Authorizer. Not Authorize: If selected, the CR is not authorized by the Authorizer. On Hold: If selected, the CR is kept on hold by the Authorizer. Authorize and Forward: The CR Authorizer has an option to authorize and forward to another member to authorize (Sub-authorizers). This is to take another Authorizer’s opinion, if required. After the CR is authorized by CR Authorizer and Sub-authorizers, the status of the CR is automatically changed to Initial Authorization.
Remarks	The Authorizer types in the comments.

Field

Description

Approver

Displays the name of the Authorizer. Based on the selected Workgroup under the General tab, the configured Authorizer's name is displayed.

Status

Allows you to authorize a CR (if you are the Authorizer or have appropriate access).

Authorize: If selected, the CR is authorized by the Authorizer.
Not Authorize: If selected, the CR is not authorized by the Authorizer.
On Hold: If selected, the CR is kept on hold by the Authorizer.
Authorize and Forward: The CR Authorizer has an option to authorize and forward to another member to authorize (Sub-authorizers). This is to take another Authorizer’s opinion, if required. After the CR is authorized by CR Authorizer and Sub-authorizers, the status of the CR is automatically changed to Initial Authorization.

Remarks

The Authorizer types in the comments.

Approve CR - CAB Approval

PI Review

After the changes for the CR are implemented, a review takes place to analyze the impact of the change and if required a decision may be taken to roll back to the previous version. You can capture all the details discussed during the Post Implementation Review on the POST IMPLEMENTATION REVIEW page. Click the P.I.REVIEW icon, the POST IMPLEMENTATION REVIEW pop-up page is displayed. It is mandatory to update the post implementation details for a CR before closing the CR.

Figure: PI Review

The following table describes the fields on the POST IMPLEMENTATION REVIEW page:

Field	Description
Planned PIR Date	Select the planned PIR date. The field is mandatory when Is PIR Required? is selected and the status is Implemented.
Actual PIR Date	Select the actual PIR date.
Post Implementation Review	Type in any reviews or comments about the PI review for the CR. The field is mandatory when Is PIR Required? is selected and the status is Closed.
Is CMDB Updated?	This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page. Yes: If selected, indicates that the CMDB is updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB. No: If selected, indicates that the CMDB is not updated. A mail is sent to the assigned Workgroup Owners and Analysts to update the CMDB. NA: If selected, indicates that CMDB update is not required.
Reviewer	Type in the name of the Reviewer.
Review Date	Type in the review date.
Revert to Previous Version ?	This field is enabled for you to modify only after the CR is implemented with the status field displaying Implemented on the CHANGE RECORD page. Yes: If selected, the CI can be revert to the previous version. No: If selected, the CI cannot be reverted to the previous version.

Note
While closing the CR, the fields Actual PIR Date and Post Implementation Review are mandatory for the following conditions:
When the Expedited is set to Yes.
When Rolled Back is selected in the field Is the Change Implemented or Rolled Back?
When Change Implemented is selected in the field Is the Change Implemented or Rolled Back? No is selected in the field Is the Change Successful?, and the CAB Approver or Change Manager selects the Is PIR Required check box.
When the fields, Planned Start Time and Actual Start Time are different.

Change History

Click CHANGE HISTORY to view the various changes that have occurred on the CR. This information is useful to track the various changes made on the CR.

Figure: Change Historypop-up page

The following table describes the fields on the CHANGE HISTORY page:

Field	Description
Column Name	Displays the name of the field on which the change is made.
Change Date	Displays the date when the change is made.
Changed By	Displays the name of the user who made the change.
Old Value	Displays the old value of the field.
New Value	Displays the new value of the field.

Note:
On the CHANGE HISTORY pop-up, CR resubmission date and time are getting captured when the initiator resubmits the referred back Change Request. Also, the CR approver Remap details gets capture in the Change History.

ATTACHMENTS

By clicking the ATTACHMENTS icon, the Analyst can view all the attachments added to a Change Request. On the ATTACHMENTS pop-up, the attachments added under the following tabs, and the attachments added via Custom Fields, are displayed.

GENERAL
RISK
TEST
RELEASE

Figure: Attachments pop-up

Field Description

The following table describes the fields on the ATTACHMENTS pop-up:

Field	Description
Record Type	This column displays record types such as CR or Task.
Group Name	This column displays the Tab Name or Tab Name - Group Header Name (In the case of Custom Group).
Field Name	This column displays the name of the field for which the attachment is being attached.
Attachment Name	This column displays the Name of the Attachment.
Uploaded Date	This column displays the attachment Uploaded Date and Time.

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Create Tasks for Change Records

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