Change request schema

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When integrating with the ITSM Service Manager from service management solutions such as ServiceNow, Salesforce, or Jira, you must transform your platform-specific change reques data to match the ITSM change request schema.

Change request schema fields

Use the change request schema to transform change request data from your service management solution into the ITSM format. The schema defines both required and optional fields, along with their data types and formatting requirements. This table provides a detailed description of each field in the change request schema.

Table 1. ITSM change request schema field definitions
Field name	Type	Required	Format/Allowed values	Description
`ChangeRequestID`	string	Yes	Any unique identifier	Unique identifier from source platform
`ChangeRequestNumber`	string	Yes	Any string	Change request number (for example, CHG0001234)
`PlatformCreated`	string	Yes	ServiceNow, Salesforce, or Jira	Source platform identifier
`CreatedDate`	timestamp	Yes	YYYY-MM-DDTHH:mm:ssZ	Change request creation date
`LastModifiedDate`	timestamp	No	YYYY-MM-DDTHH:mm:ssZ	Last modification date
`Subject`	string	Yes	Any string	Brief change description
`Status`	string	Yes	New, Submitted to Approval, Approved, Scheduled, Planning, Implementing, Reviewed, Closed, or Rejected	Current change status
`Priority`	string	Yes	Critical, High, Medium, or Low	Change priority
`ChangeType`	string	Yes	Standard, Normal, Major, or Emergency	Type of change
`ReviewerId`	string	No	Any string	Reviewer identifier
`EstimatedStartTime`	timestamp	Yes	YYYY-MM-DDTHH:mm:ssZ	Planned start time
`EstimatedEndTime`	timestamp	Yes	YYYY-MM-DDTHH:mm:ssZ	Planned end time
`ActualStart`	timestamp	No	YYYY-MM-DDTHH:mm:ssZ	Actual start time
`ActualEnd`	timestamp	No	YYYY-MM-DDTHH:mm:ssZ	Actual end time
`AssignedTo`	string	No	Email format	Assignee email address
`Environment`	string	No	Production, Staging, or Development	Environment name
`BusinessJustification`	string	No	Any string	Business justification for change
`RiskImpactAnalysis`	string	No	Any string	Risk and impact analysis
`RemediationPlan`	string	No	Any string	Rollback or remediation plan
`Description`	string	Yes	Any string	Detailed change description
`ExternalApproval`	string	No	Approved, Rejected, or Pending	External approval status
`Disruptive`	boolean	No	true or false	Service disruption flag
`TypeofChange`	string	No	Infrastructure, Application, or Configuration	Category of change
`DeploymentMethod`	string	No	Any string	Deployment approach
`DeploymentImpact`	string	No	Any string	Impact of deployment
`OfferingManager`	string	No	Email format	Offering manager email
`PublishStatus`	string	No	Not Submitted for Publication, Review for Publication, Approved by Management, or Rejected for Publication	Publication approval status
`WhatIsChanging`	string	No	Any string	Customer-facing description of what is changing
`WhyAreChangesBeingMade`	string	No	Any string	Customer-facing explanation of reason for change
`HowWillTheseChangesImpactYou`	string	No	Any string	Customer-facing description of impact
`WhatActionsDoYouNeedToTake`	string	No	Any string	Customer-facing description of required actions
`SREImplementerEmail`	string	No	Email format	SRE implementer email
`SREImplementerName`	string	No	Any string	SRE implementer name
`CloseCode`	string	No	Abandoned, Closed Failed, Closed Completed with Problems, or Closed Successfully	Closure code
`ClosedDate`	timestamp	No	YYYY-MM-DDTHH:mm:ssZ	Closure date