> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Change type

> Use the Change ticket type in Ravenna for ITIL change enablement: plan, approve, and track changes to systems, infrastructure, and processes.

In ITIL, change enablement makes sure changes to services, systems, and infrastructure are assessed, approved, and scheduled before they happen, so they succeed without disrupting the people who depend on them. Changes range from routine, pre-approved standard changes to normal changes that need review, and emergency changes that fix an urgent issue.

Set a ticket's type (ITSM-aligned classification of a ticket) to **Change** to track a change request from proposal to completion.

***

## When to use Change

Use Change for planned modifications to something other people rely on:

* Configuration changes, such as firewall rules, SSO settings, or a new mail routing rule
* Upgrades and patches to shared systems
* Infrastructure work, such as replacing network hardware or moving a server
* Policy or process changes that affect a team

Requests for one person's access go under [Access](https://docs.ravenna.ai/documentation/tickets/types/access.md), and routine fulfilment such as a new laptop under [Service](https://docs.ravenna.ai/documentation/tickets/types/service.md).

***

## Set the Change type

> [accordion] In the web app
>
> * Set **Change** as the default type on the forms (Structured intake forms with custom fields) for this kind of request, such as "Change request" or "Infrastructure change". See [Configure default types](https://docs.ravenna.ai/documentation/tickets/types#configure-default-types).
> * Change the **Type** property on a ticket, or select several tickets in a list and update their type with a bulk action.

> [accordion] With Copilot
>
> Ask Copilot to set or change the type on a ticket you're looking at, or to find tickets of this type.
>
> Reclassify a ticket with Copilot.
>
> Show me open Change tickets assigned to the infrastructure team.

> [accordion] Automatically
>
> * Add an agent rule (Instructions the AI agent follows when it handles a request) that sets the type, for example: "If the user asks to modify a shared system, configuration, or infrastructure, set type to Change."
> * Set **Type** in a workflow's **Create Ticket** or **Update Ticket** action.

***

## Put Change tickets to work

> [accordion] Collect approvals
>
> Route each change through review with [approvals](https://docs.ravenna.ai/documentation/tickets/approvals/overview). Use an approval template with one round per reviewer group, such as the system owner and then a change advisory board, and add approvers from a workflow with **Add Approvers** or **Wait for Approval**. See [Approvals in workflows](https://docs.ravenna.ai/documentation/tickets/approvals/overview#approvals-in-workflows).

> [accordion] Plan the work
>
> Capture the implementation plan, testing, and rollback steps as [tasks](https://docs.ravenna.ai/documentation/tickets/tasks.md), and apply a task template so every change follows the same checklist. Set a [due date](https://docs.ravenna.ai/documentation/tickets/due-dates.md) for the planned change window.

> [accordion] Keep changes visible
>
> Save a [view](https://docs.ravenna.ai/documentation/tickets/organize/views.md) filtered to **Type is Change** for your change review meeting, and use [analytics](https://docs.ravenna.ai/documentation/measure/analytics.md) to track change volume and how long changes take to complete.

> [accordion] Connect related work
>
> When a change fixes a [problem](https://docs.ravenna.ai/documentation/tickets/types/problem.md), link the two with [ticket relations](https://docs.ravenna.ai/documentation/tickets/relations.md) so the root cause and its fix stay together.

Learn more about [ticket types](https://docs.ravenna.ai/documentation/tickets/types)


## Related topics

- [Types](https://docs.ravenna.ai/documentation/tickets/types.md)
- [Execute single value widget query](https://docs.ravenna.ai/api/analytics/execute-single-value-widget-query.md)
- [Execute grouped value widget query](https://docs.ravenna.ai/api/analytics/execute-grouped-value-widget-query.md)
- [Access type](https://docs.ravenna.ai/documentation/tickets/types/access.md)
- [Problem type](https://docs.ravenna.ai/documentation/tickets/types/problem.md)


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