Change Management

Create a change request and take it through approval, implementation and close on a supported ITSM platform.

Runs an ITSM change request lifecycle — create, update, approve/reject, gate-check, close — on whichever platform the caller is targeting, following that platform's own documented procedure and state model.

When to use this skill

• Creating, updating, closing, or managing the approval workflow of a change request on a supported ITSM platform — exactly which of those (including approve/reject and gate-check) the target platform supports is platform-dependent; see references/INDEX.md.
• Not for delete, CI association, conflict-checking, scheduling, or change-task endpoints — no platform procedure under this skill covers those.

Universal concepts (common ITSM change-management vocabulary, not a wire standard)

Unlike a protocol-grounded skill (e.g. DNS/RFC 1035), there is no single spec every change-management platform implements — this section states practice-level concepts common across ITSM tooling, not RFC-derived rules. Not every concept below is guaranteed on every platform — confirm against references/INDEX.md before assuming a capability exists:

• A change moves through named states, but "how do I know what's next" varies by platform. ServiceNow gates transitions with a dedicated readiness check; Jira exposes a "get available transitions" list (discoverable, but not a readiness gate — it just says what the workflow currently permits); Freshservice and BMC treat status as a plain field with no discovery mechanism documented in the sources. Where no gate/discovery is documented, the calling agent is responsible for sequencing status changes sensibly — the API itself won't stop an out-of-order one.
• Approve/reject capability is a spectrum, not binary — check the specific platform. ServiceNow lets this skill submit the approval decision directly on anyone's behalf (permission allowing). Jira allows an API-driven approve/decline, but strictly for the credential matching the assigned approver, and only once (no re-decision). Freshservice restricts the API to observing approval state and cancelling a pending request — approve/reject can only be done by the approver in the product itself. Check references/INDEX.md before promising any specific approve/reject capability to the caller; if the target platform doesn't support what's being asked, say so rather than attempting a workaround.
• Approval and state are related but distinct. A change can be approved but not yet in a closable state, or vice versa depending on the platform's model — check both explicitly rather than assuming one implies the other.
• Close (or the platform's equivalent terminal state) is effectively irreversible. Every platform procedure under this skill treats it as a required operator-confirmation point.
• Cancelling a pending approval is not the same as rejecting it. Where a platform only supports cancellation (no reject), report the outcome as CANCELLED, not REJECTED — cancelling means the request was withdrawn, not that an approver declined it.
• Rejection, where supported, has real process consequences beyond just "not approved" (e.g. auto-cancelling dependent tasks) — treat it as its own confirmation point, not a lesser version of approval.

Procedure

1. Identify the target platform — from the caller's request or the platform argument. If it isn't one of the platforms in references/INDEX.md, stop: this skill doesn't cover it yet.
2. Open references/<platform>/procedure.md and follow it exactly — it contains that platform's full operational procedure, error handling, patterns, known limitations, tools, and verification checklist.
3. Report the outcome using that platform procedure's own status vocabulary — don't normalize it away.

Known limitations

• Currently covers ServiceNow, Freshservice, Jira Service Management, and BMC Helix ITSM — see references/INDEX.md for exactly which actions each supports (they are not symmetric — see Universal concepts above). A platform not listed there needs a new references/<platform>/procedure.md before this skill can be used for it.
• Does not cover delete, CI association, conflict-checking, scheduling, or change-task endpoints on any platform.
• Approve/reject-by-API is platform-dependent, not guaranteed — check references/INDEX.md before telling a caller this skill can approve or reject a change on their behalf.

Contributing to this skill

SKILL.md only changes for two reasons: a bug in the universal concepts/router logic above, or adding a pointer to a newly-supported platform. Platform-specific procedure changes — a new error code, a corrected field, a changed API path — belong in that platform's own references/<platform>/procedure.md and endpoints.md, never here.

Tools

Each platform assumes its own authenticated client — see references/INDEX.md for which, and that platform's procedure.md for the specific operations.

Verification checklist

• [ ] Target platform confirmed against references/INDEX.md before proceeding
• [ ] That platform's own procedure.md was followed, including its own confirmation gates and error handling — not a generic/improvised sequence
• [ ] Outcome reported using the platform procedure's own status vocabulary