Change Requests settings

The Change Requests tab controls how Turbonomic Actions creates and manages change requests (CRs) in ServiceNow. You can configure CR types, assignment settings, custom business rules, and CR state mappings.

To edit the settings, see the following steps:

1. In the Turbonomic Actions menu, click Settings > General.

   The Turbonomic Actions Settings view displays. This view includes the record that shows your current CR settings and other settings.

2. Open the Change Requests tab.

3. Configure the settings as needed:

   • Matching CR Type: Select the ServiceNow change request type that Turbonomic Actions uses when searching for existing change requests and creating new change requests. The available options are:

     • Normal (Default)

     • Emergency

     • Standard

     For more information about CR types, see ServiceNow documentation.

     Note:

     You can edit your CRs in ServiceNow. In all cases, the CR that you use with Turbonomic Actions must include a Scheduled state. When Turbonomic Actions recognizes that the CR is in this state, it sends the action for Turbonomic to run.

   • CR Close Code For Missed Approvals: Specify the Close Code value to set when Change Requests for MISSED action approvals are closed.

     • Successful

     • Unsuccessful (default)

   • Populate CR Assignee: Select Populate CR Assignee to assign generated change requests to a specific user or group. Click the Lookup using list icon to search for valid CR user and CR group.

     Note: Assigned CR User and Assigned CR Group appear disabled until Populate CR Assignee is selected.

   • Assigned CR User: Specify the user to assign the CR to.

   • Assigned CR Group: Specify the group to assign the CR to.

   • Use Custom Business Rules for CR Management: Select this option to use custom rules when Turbonomic Actions generates a CR. When you enable this setting, Turbonomic Actions does not create CRs. Your ServiceNow administrator must deploy a custom business rule that generates the CR.

     The business rule is defined for the x_turbo_turbonomic_turbonomic_action_approval table on insert.

     Implement the rule to trigger for each insert into the approval table that Turbonomic Actions maintains. Disable the UpdateApprovalBasedOnRequestStateChanges business rule and implement a similar rule to update the approval record when the CR is approved or rejected.

   • Approved CR State: Specify the ServiceNow state value that represents an approved change request.This value corresponds to the SCHEDULED CR state. The default value is -2. If your environment uses a different value, specify it in this field.

   • Implement CR State: Specify the ServiceNow state value that represents a change request in the implementation phase. This value corresponds to the IMPLEMENT CR state. The default value is -1. If your environment uses a different value, specify it in this field.

   • Canceled CR State: This value corresponds to the CANCELED CR state. The default value is 4. If your environment uses a different value, specify it in this field.

   • Closed CR State: Specify the ServiceNow state value that represents a closed change request. This value corresponds to the CLOSED CR state. The default value is 3. If your environment uses a different value, specify it in this field.

   • Set Turbonomic Schedule to the CR: Select this option to include the Turbonomic action execution schedule in the corresponding ServiceNow change request.

   Note: CR State values: these settings are hidden by default but you can display them by adjusting the page layout. Set these fields if your ServiceNow administrator changes the default CR states for your environment. For more information about the default settings, see Custom business rules.

4. Click Update.