Change risk in ChatOps
Change risk assessments, which can be notified in ChatOps, provide you with a Confidence percentage that represents the confidence level in the AI's prediction of the impact of a change. This percentage is relative to the risk associated with a new or updated ServiceNow change request ticket.
The Confidence percentage is calculated based on the change risk AI model and the data that you feed into it. Change can be evaluated based on any type of change, whether it is to code, or to configurations, or to data. If you have historical change request tickets for that type of change, IBM Cloud Pak® for AIOps can provide a confidence percentage for it.
NOTE: Feedback options (thumbs up and thumbs down) appear under the change risk assessment, to allow users to provide input on the assessment and the relevancy of related change requests. Providing feedback helps improve the quality of the change risk model.
Prerequisites
To implement change risk notifications:
- In ServiceNow, any change needs to be recorded in the Change Request Ticket Fields
- In ServiceNow, any deviation from an expected standard of operation must be documented in an incident ticket field
Change Request Ticket Fields
Change request tickets in ServiceNow record detailed information about a change, such as the reason for the change, the priority, the risk, the type of change, and the change category. This information is used to calculate a confidence percentage.
Required fields for change request tickets expect a str data type value and include the following fields:
- sys_id
- number
- assigned_to
- sys_created_by
- sys_domain
- business_service
- type
- state
- short_description
- impact
- reason
- justification
- description
- backout_plan
- close_code
- close_notes
For more information about change request fields, see Change Request 
in the ServiceNow documentation.
Six incident fields in ServiceNow are scanned for the presence of change ticket numbers: " description", "short_description", "work_notes", "caused_by", "close_notes", "comments_and_work_notes".
Incident Ticket Fields
You create an incident record to document a deviation from an expected standard of operation. The following list describes required fields for incident tickets:
- number
- opened_at
- short_description
- description
- work_notes
- caused_by
- rfc
- close_code
- close_notes
- closed_at
- cmdb_ci
- active
- assignment_group
- comments_and_work_notes
- impact
- problem_id
- priority
- severity
- state
- urgency
Note: All fields expect an str data type value, except "work_notes", which expects a List[str] data type.
For more information on incident ticket fields, see Incident Request in the ServiceNow documentation.
Linking Change Tickets and Incidents
Without the correct linkage information generated from these fields, the change risk assessment logic can fail or provide incomplete results. Also, if no linkage is found, the training is marked as unsuccessful or aborted.
When you determine the linkage between the change tickets and the incidents, you also need to look at data interdependence, such as that of the start and end dates. Set the Change Start Date to earlier than the Incident Start Date because the incident occurs after the changes are made.
For more information about change management in ServiceNow, see Change management in the ServiceNow documentation.
In order for you to receive change risk notifications, you must satisfy the following requirements: