The Change Control (CC) Request Process governs how enhancements to the CHRS system are submitted, reviewed, approved and prioritized.
Main Stages
-
Requester Submits a Request
- A CC request is submitted in ServiceNow
-
Chair/Co-Chair Prepares the Request
- The Chair/Co-Chair reviews the request and places it on the agenda for discussion
-
Subcommittee Discussion and Recommendation
- The Subcommittee reviews the request to evaluate CSU business needs, confirm requirements, and recommend priorities
- Outcomes:
- If the Subcommittee does not recommend approval → the process ends, and the requester is informed
- If the Subcommittee recommends approval → the request moves forward with a recommended priority
-
Change Control Committee Evaluation
- The committee reviews approved requests to determine whether the enhancement should be added to the CHRS Roadmap
- Outcomes:
- No → the process ends, and the requester/stakeholders are informed
- Yes → the request is approved and then added to the CHRS Roadmap with priority
-
Communication to Stakeholders
- At each decision point (approval, rejection, or Roadmap update), requesters, SWHR, and HUG are informed of the outcome. This ensures transparency and alignment across all CSU campuses.
Decision Points
- “Recommend Approval w/ Priority” is determined by the Subcommittee
- “Approves” is provided by the Change Control Committee
Key Stakeholder Roles
- Requester: Initiates enhancement request
- Subcommittee: Reviews and recommends requests with priority
- Change Control Committee: Approves or rejects CHRS Roadmap inclusion
- Systemwide Human Resources (SWHR): Ensures policy alignment and owns prioritization
- Human Resources User Group (HUG): informed of outcomes
ServiceNow
How to Submit a New CC Request
- Visit ServiceNow (URL: https://ds.calstate.edu/?svc=servicenow)
- Log in
- Click "All" on the top menu
- Scroll down to "CHRS Change Orders". You may also find this by typing "CHRS Change Orders" in the Filter field.
- Click "Create New"
6. Enter the details of your change request. Fields marked with a red asterisk are required.
If you are requesting for a change to the GRP (Gap Resolution Process), please provide the GRP Reference No. This can be found on the GRP Requests Tracking page as shown in the image below.
7. Click Submit once all details of the request are complete.
How to View/Monitor Your CC Request
- Click "All" on the top menu
- Under "CHRS Change Orders", click on “My Requests”
- Click on the Change Request ID number to open the ticket for more details
The status of your request can be found in the upper right corner under "Request State". Learn more about each request state in the reference table below.
Additional details regarding the status of your Change Request can be found in the tabs shown below.
Request States Defined
| Request State | Status / Resolution(s) | Description |
| Submitted |
|
Change Request is submitted and in progress. |
| Impact Analysis |
|
The CHRS Subcommittee has made a decision (approved or denied) and the Change Request will be reviewed by the Change Control Task Force. After which the SWHR is informed and may weigh in on the status. |
| SWHR Review |
|
This status is used to clarify a Tech Letter or policy question. Prior to being submitted to the SWHR, the Change Request will be listed as “Not Requested”. Once it has been submitted, it will be marked as “Requested”. Upon review, the SWHR will provide a final status of "Approved" or "Not Approved". |
| Executive Approvals (Steering Committee/Sponsors) |
|
This status is used to escalate a Change Request for the CHRS Steering Committee and/or the Sponsors' approval. Prior to being submitted to the Steering Committee and/or Sponsors, the Change Request will be listed as “Not Requested”. Once it has been submitted, it will be marked as “Requested”. Upon review, the Steering Committee and/or Sponsors will provide a final status of "Approved" or "Not Approved". |
| Pending | N/A | Change Control Task Force has agreed to move the Change Request to the CHRS Roadmap. |
| Active | N/A | Application Development team has activated the Change Request for development. |
| Resolved |
|
A solution is delivered. The requester may ask for the Change Request to be re-evaluated, at which point a comment is required. Note: If a Change Request is not Re-evaluated or marked Closed within 10 days, the ticket will automatically be marked as ”Closed”. |
| Re-Evaluate |
|
Change Request is sent back for re-evaluation. |
| Closed |
|
Change Request is closed. |
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