— title: Tutorial: add a new change management state description: This tutorial provides an example of adding a new state to the existing state model. locale: en-US canonical_url: www.servicenow.com/docs/r/australia/it-service-management/change-management/t_AddNewStateTutorial.html release: australia product: Change Management classification: change-management topic_type: task last_updated: “2026-03-12” reading_time_minutes: 1

breadcrumb: [Reference, Change Management, IT Service Management]

Tutorial: add a new change management state

This tutorial provides an example of adding a new state to the existing state model.

Before you begin

Role required: script_include_admin, ui_policy_admin, ui_action_admin, or admin

About this task

Consider the following scenario:

Based on your organization’s requirements, you must add a new state, Complete, between the existing Implement and Review states. You must also add the ability to decide if the Review state is needed.

Perform the following steps:

Procedure

1. Open the Change Request form.

2. Create a new choice
   Create a new choice for the change request state.

3. Create a custom field
   Create a custom choice field to indicate whether a change request must go through the Review state.

4. Add a UI policy
   Add a UI policy to display the Needs review field for Normal change requests when it reaches the Complete state.

5. Create an ACL
   Create an access control rule (ACL) to avoid the Needs review field from being modified after it has been set.

6. Update the state handler script include
   Update the ChangeRequestStateHandler script include with the new Complete state.

7. Update the state model script include
   Update the ChangeRequestStateModel_normal script include to add new functions for the Complete state.

8. Create a UI action
   Create a UI action to display a button on a change request for the Complete state.

9. Create a process flow record
   Create and add a process flow record for the Complete state. The process flow formatter displays at the top of the Change Request form.

10. Update the change request workflow
    Update the change request workflow to reflect the addition of the Complete state.

Parent Topic:Reference section for Change Management