Documentation forSolarWinds Service Desk

Creating New CCIs

Create a New Change Catalog Item (CCI)

Select the icon to reveal the New CCI details page. Here you can customize new CCIs that help automate workflows within your organization.

The form is divided into two main sections, fields and tabs, below is an explanation to help you fill out the form to maximize the benefits of creating CCI templates.

General Details Fields:

It is best practice to enter all common details to provide transparency and clarity for future users of this CCI. As described in the introduction, here is where you define the three critical plans in the process:

  • Change Plan
  • Rollback Plan
  • Test Plan

The icon, as it relates to the fields in the top portion of the New CCI form, provides the ability for others on the team to edit these fields. By disabling this function, others can only view the details without making any changes in later phases of the CM lifecycle.

Therefore you can enable editing in the Change and Roll Back Plans fields however disable it in the Test Plan field which will keep the Test Plan as a constant.

In addition, there are rich text fields. Notice theat the corner of each field. Clicking the gray icon reveals a menu of options.


The lower section of the New CCI form consists of tabs such as Details, Process, Related and Audit. We recommend reviewing each tab to get the full benefit of this form. For example:

The Process tab displays all tasks, assigned approvers for the Change workflow and more.

Review the example below:

There are additional tools provided directly in the Process tab to create seamless workflow processes:

From the edit icon there are several options as reflected below:

In one step you can update a:

  • Task - Update/Add a task to the lifecycle of this change, including the name, description and person assigned to complete task.
  • Group - Update/Add a group to act as a container for multiple steps to occur in a concurrent fashion.
  • Approval - Update/Add an approval steps to capture the needed authorization for this Change.
  • Condition Set - Add a new Condition and add a value to the pre-existing process.
  • Update Record you can alter any workflow process to customize and ensure smooth automation of business processes as well as streamlining your workflows.

    1. You can update any record field in the workflow. This includes system fields such as:
      • State
      • Priority
      • Assignee
      • Department
      • and all custom fields
    2. When you update a field such as name and/or CC, you can select from previously cached entries.

    Notice: Once a field is updated, it is not available for additional updates within the same action. Exit and re-enter Update Record to make additional changes. Lastly, Update Record does not include variables (also known as process fields).

  • Notice: Once a field is updated, it is not available for additional updates within the same action. Exit and re-enter Update Record to make additional changes. Lastly, Update Record does not include variables (also known as process fields).

The icon, when found in the tabs section offered two options:

  • As in the fields above, you can enable for collaboration of editing of this form or
  • You can select to Start the Change process automatically once the request is entered.

The Start Process Automatically can also be enabled from all existing CCI template.

Once you have made the relevant adjustments, click Add Update Record to save your changes.

Now that you have finalized your workflow, it is important to understand how the process unfolds. You can select between:

  • Pre-processing: When a change or service request is submitted, the entire workflow is processed, with each step in the workflow evaluated based on the value of conditions and fields before the workflow begins.
  • Just-in-Time processing: Evaluates each step of the workflow based on the value of conditions and fields when these steps are reached. This allows you to base workflow decisions on current value rather than the values of these conditions and fields prior to workflow beginning. As a result, you can build more dynamic and realistic workflows that replicate your IT and business processes.

In the event that you need to create a New Change Request, follow the steps below.

New Change Request

Once a CCI is in an Approved state, you can:

  • Select the icon from the Change index page
  • From the CCI Index page:
    • Select the CCI name to add a New Change Request
    • Hover in the Actions section of the relevant CCI row and click Request.

Remember, when creating the CCI you determined which fields are editable moving forward. Therefore, any field that you did not enable editing, will be constant.

The requester completes a variety of details such as:

  • Attach relevant ITSM object such as CI, Incident, Problem etc.
  • Assigned to - Can be individual or group
  • Type - None, Standard, Normal or Emergency
  • Priority - None, Low, Medium, High or Critical
  • From the Process tab you can outline all tasks, approvers, etc. and make changes as necessary.

It is important to enter the Planned Start and End dates. If there is any conflict with an existing scheduled Change, you will be notified immediately.

As you can see from the example above, there is an additional change scheduled for the same time, however the technology does not overlap therefore processing both changing simultaneously will not have an negative impact. You can proceed.

Once you enter all the necessary information click Request at the bottom of the screen to submit your request.