Change Listener
Change Listeners play the role of โlisteningโ for specific actions on change requests and automatically enforcing further actions when the defined conditions are satisfied. Unlike workflows, which run when a change is created, listeners respond when an agent or requester updates a change request, for example, by modifying its status, priority, or type.
Listeners ensure that every manual action taken on a change is automatically followed up with predefined processes, keeping change management consistent and efficient.
How do Change Listeners work?
Listeners respond when changes are updated. You can define them based on three main aspects:
- Who performs the action – For example, whether itโs an agent or requester making the update.
- Which event is updated – For example, when priority, impact, status, or change type is modified.
- What conditions must be met – These conditions decide whether the listener is enforced.
How Listener Conditions Work (AND/OR Logic)
Conditions let you define exactly when a listener should trigger. These can be applied based on:
- Requester Fields – such as user name, organization, or department.
- Asset Fields – such as asset name, type, or product.
- Change Fields – such as change type, impact type, or assigned assets.
There are two ways to evaluate conditions:
- Match Any Condition (OR logic) – Listener runs if at least one condition is satisfied. Example: If the change type is Standard OR the impact is Low.
- Match All Conditions (AND logic) – Listener runs only if every condition is satisfied. Example: If the change type is Emergency AND the impact is High.
Listeners also support grouped conditions for advanced filters, combining AND/OR. Example: (Change Type = Emergency AND Status = Open) OR (Department = IT AND Asset Type = Server).
This flexibility makes it easy to create both simple and complex automation rules customized to your IT processes.
Benefits of Change Listeners
1. Real-Time Automation : Automatically enforces actions the moment a change is updated.
2. Improved Consistency : Ensures manual updates always follow organizational rules.
3. Error Reduction : Removes the risk of forgetting key steps during updates.
4. Flexible Logic (AND/OR) : Supports both simple and complex grouped conditions.
5. Automated IT Change Management : Keeps every change tracked, consistent, and efficient.
What happens when a Change Listener is applied?
When an agent or requester updates a change request, the system checks the defined listener conditions. If they match, the listener enforces the specified actions automatically. This ensures that change requests remain valid, automated, and easy to manage, reducing the workload on IT and support teams while improving customer satisfaction
With Change Listeners in Faveo Servicedesk, you can automate repetitive updates, enforce CAB approvals, and ensure every change request follows your IT change management policies without extra manual work
