Change Management

Okay, so now you’ve got the root cause of the incident figured out and documented. Time to bring about the change that will fix the problem, ideally, for good. 

Change Management is responsible for controlling the lifecycle of changes. Its primary objective is to enable beneficial Changes to be made, with minimum disruption to IT Services.

Change Management in Freshservice

The Changes module in Freshservice also provides custom filter options to help you view Changes
that match specific conditions.

        ● Your Changes
● New and Your Open Changes
● Your Closed Changes
● Your Approved Changes
● Your Unapproved Changes
● Unassigned Changes
● Closed Changes
● Changes Awaiting Release
● Trash
● All Changes

Changes can also be sorted by the date created, last modified, priority, status and in ascending
or descending order.

You can select multiple Changes and perform these bulk actions:

  • Delete - Select the Change(s) you don’t need anymore and click Delete.

  • Pick Up - This option assigns the selected Change to you.

  • Assign to Agent - In case you need to assign a Change to another agent, click on this option and then select the agent’s name from the drop-down-menu.

Information and modification options available on the Change view page

You could add more details or modify the existing change properties such as Priority, Impact, Risk and Change Type right from the ticket's detail page, 

Under Planning, you could fill up the following options required to fulfil the change request.

  • Reason for Change

  • Impact

  • Rollout Plan

  • Backout Plan

In case any of the details are already added, you get the option to edit them.

2. Associate- This option lets you associate the Change with a new or existing Release (Release Management aims at implementing Changes in a planned manner. We’ll get to it in a bit).

3. More - You can change properties like Status, Priority, Impact, Risk, Change Type, Category, Cost, Group and Agent right from the Change view page. 

  • If you’d like to change the Requester, Subject line or Description, click on More and click Edit

  • You can also attach a CI to the problem if need be.

  • To Delete or Close the Change, click on More and then click the respective option.

4 . In case the Change requires the CAB’s approval, you can request for it right from the Change view page. Click on the Request for CAB Approval option to send the request.

5. Need to track the elapsed time for the Change? Scroll all the way down and click on Time tracked → Add time, and click on Start timer to start the auto-timer. You can also specify the amount of time elapsed since the Change was created to start the timer at that point.

6. You can find options to add notes and tasks, link Incidents, Problems and CIs and view all activities performed on the Change, right below the description on the Change view page.