Rolling back a change request

If the actions associated with a change request need to be reversed, your support staff and managers can identify the request as needing to be rolled back. This means that the impacted systems need to be restored to their previous state before the change request was implemented. The status of a change request must be Implementation In Progress for you to identify it as a rollback.

The known error is the result of an incident review request of incident request records associated with a specific CI. The change is initiated by the known error that identifies the problem's root cause and indicates to the change coordinator that a rollback is required.

For more information about incident request reviews, see Performing the incident request review.

To create a change request as a rollback

You should create a back-out plan for restoring the IT infrastructure to its initial situation. If the actions associated with a change request need to be reversed, the support staff and managers can create a change request for the system that needs to be rolled back. This situation means that impacted systems need to be restored to their previous status before the change request was implemented.

1. Create a new change request.
2. Create a related task to implement the rollback for this change request. 
   For more information, see Adding-tasks-to-implement-a-change-request.
3. Update the fields on the Work Detail tab to add a work info record to enter information about why you are rolling back the change request.
4. Close the task.
5. Complete the change request.

To identify an existing change request as a rollback

1. Open the change request.
2. Use the Process Flow Status bar to move the change request to the Implement stage.
3. Set the Status field to Implementation In Progress.
4. Set the Status Reason field to In Rollback.
5. Create a related task to implement the rollback for this change request.
6. Roll back the change request.
7. Update the fields on the Work Detail tab to add a work info record to enter information about why you are rolling back the change request.
8. Move the change request to Completed or Closed status. 
   Changes in value to the Status field are tracked in the audit trail.
9. Click Save.