# ServiceNow Change Requests Integration Guide

Set up and configure the ServiceNow Change Requests integration

PagerDuty enhances ServiceNow’s effectiveness by allowing customers to quickly add real-time response capabilities to their change management process. PagerDuty’s Change Request integration creates [Change Events](/ai-automation/aiops/recent-changes) on PagerDuty services whenever a change request is opened, and include important details like priority and risk.

> **Requirements:** - This integration is available with our [PagerDuty AIOps](/ai-automation/aiops/overview) add-on. If you would like to sign up for a trial of PagerDuty AIOps features, please read [PagerDuty AIOps Trials](/ai-automation/aiops/overview#pagerduty-aiops-trials). 
>   - **Note**: If you do not have the AIOps add-on or if you have [disabled AIOps](/incident-management/services/configurable-service-settings#manage-aiops) on your service, your ServiceNow change events will still create maintenance windows on PagerDuty services, but you wont be able to see ServiceNow change events in PagerDuty.
> - The ServiceNow Change Request integration is available on versions 7.5 and higher of our [ServiceNow integration](https://store.servicenow.com/sn_appstore_store.do#!/store/application/39a9d9664f834e00dd657bb28110c77b).
> - In order to send change events from ServiceNow to PagerDuty, you must first [provision a ServiceNow CI as a service in PagerDuty](/integrations/servicenow-integration-guide/servicenow-provisioning#provision-configuration-items-to-pagerduty-with-services-provisioning).

## Configure the PagerDuty ServiceNow Integration

1. Configure the [PagerDuty ServiceNow integration](/integrations/servicenow-integration-guide).
2. Once the integration has been configured, [provision the desired CI as a service](/integrations/servicenow-integration-guide/servicenow-provisioning) in PagerDuty.
3. In your ServiceNow instance, navigate to the Change Requests CI and click **Provision PD Change Event Integration** under Related links. 

### Send ServiceNow Change Events

4. In your ServiceNow instance, search for `Change`, click **Create New** and then select a change type: **Normal**, **Standard** or **Emergency**.
5. Once the change request has been created, search and select the **Service** and **Configuration Item** that have been [provisioned from ServiceNow to PagerDuty](/integrations/servicenow-integration-guide/servicenow-provisioning). Then select the **Assignment Group** and enter a **Short description**. 
6. In the **Planning** tab, enter a **Justification**, **Implementation plan**, **Risk and impact analysis**, **Backout plan** and **Test plan**, if applicable. This information will appear in the change event’s details in PagerDuty. 
7. In the **Schedule** tab, select and **save**  the **Planned start date**, **Planned end date**, **Actual start date** and **Actual end date**. This information will schedule the [Maintenance Window](/incident-management/services/maintenance-windows) on the selected service in PagerDuty. Click **Submit**.
8. Click the change request **Number** that was just requested and then click **Request Approval** at the top-right of the request. Once approved, navigate to the change request and click **Implement** at the top-right. You should now be able to see the change event in PagerDuty in the following locations:

- **Incidents**  →  **Recent Changes**: Click the change event’s **Summary** to see all of the details entered in the change request. Click the link **View CHG[NUMBER-HERE]** at the right of the change event to link back to the change request in ServiceNow.
- **Services**  →  **Service Directory**  →  **Maintenance Windows**: **Please Note**: Maintenance windows will not automatically end if the change request is completed in ServiceNow. Users can either [manually end the maintenance window](/incident-management/services/maintenance-windows#end-a-maintenance-window) in PagerDuty or they can wait until the window ends at its end time.
- The connected service in PagerDuty will also have a **Status** of being in maintenance mode. 

![A screenshot of the PagerDuty UI detailing recent changes](/images/kb/8d59381ab4cddf2a67017e31773b892db2ad6b6ee9591400fed9d1851423fbfd-snow-change-request-event.webp)
*Recent changes*

### Edit ServiceNow Change Event Custom Details Format

1. In your ServiceNow account, navigate to **PagerDuty**  →  **Configuration files**  →  **Script Includes** tab and search for `change events`. 
2. Click **PagerDuty Change Events** and scroll down in the **Script** body to find the `payload` of the `var chgEventBody`. You may customize the details in this script directly. 
3. Click **Update** to save your customization.

### Disable Maintenance Windows via Change Requests

To disable ServiceNow change requests from creating PagerDuty maintenance windows:

1. In your ServiceNow account, navigate to **PagerDuty**  →  **Configuration files**  →  **Application Files** tab and search for `*maint`. 
2. Click the **change event maintenance window** system property and change the **Value** field to `false`.
3. Click **Update** to save your customization.

## Disable the ServiceNow Change Events Integration

1. In your ServiceNow account, navigate to **PagerDuty**  →  **Configuration files**  →  **Business Rules** tab and search for `change events`. 
2. Click the **PD Change Request to Change Event** Name and deselect the **Active** checkbox. 
3. Click **Update** to disable change events.