In ServiceNow, the visibility and availability of configuration records, including Change Models, are primarily controlled by the 'Active' field. When a new Change Model is created, this flag must be set to 'True' for it to appear in selection lists, such as the one on the change landing page. This mechanism prevents incomplete or unapproved models from being used prematurely. Since the testers can view existing models, it indicates their permissions are sufficient, and the issue is specific to the state of the new model record itself.

A. An unpublished workflow would prevent a change request from progressing through its lifecycle after the model is selected, but it does not affect the model's visibility for selection.

B. The testers can already see the old change models, which confirms they have the necessary base roles (e.g., itil) to access and view change models in general.

C. While role-based restrictions can be configured, the 'Active' flag is a more fundamental and common reason for a newly created model not being visible.

1. ServiceNow Product Documentation - Create a change model: The official documentation for creating a change model lists the fields on the form. For the 'Active' field

the description explicitly states

"Select the check box to make the model available for use." This directly confirms that the model's availability is dependent on this setting. (ServiceNow Product Documentation

ITSM Change Management

"Create a change model"

Rome/San Diego/Tokyo/Utah/Vancouver releases).

2. ServiceNow Product Documentation - Change models: This document explains that change models define the process for a change. The system filters the list of available models based on their configuration

a key part of which is the 'Active' status. (ServiceNow Product Documentation

ITSM Change Management

"Change models"

Rome/San Diego/Tokyo/Utah/Vancouver releases).