For organizations that undergo continuous and strenuous changes on a day to day basis,  requesters have less visibility into their logged-in changes and the actions performed on it. 

With Freshservice, business users can now raise a change request from within the portal, reply to the request, track, and be notified each time an action is performed on the change.

How to enable request for change permission for requesters?

  • In your Freshservice account, navigate to Admin -> Channels -> Other Channesl -> Support Portal.

  • If your account has more than one workspace, navigate to Admin > Global Settings -> Channels -> Other Channesl -> Support Portal.

  • Enable the Allow requester groups to raise change requests option and add the requester groups

  • Once the requester groups are added, you can click Save, so requesters can now see the changes tab within their self-service portal

Change Fields

  • You can navigate to Admin-> Field Manager (under Service Management) -> Change Fields -> Field Name (for eg: Group) and choose what field you want the requester to view, edit, or mandate before submitting the form

  • You can also enable and check the Only assets assigned to them/ Search and associate any asset checkbox at the bottom of your change fields, so  requesters can associate assets right from the change form

Note: All default fields under the planning section will be visible to the requester while filling a change request.

How to raise change requests from the portal?

  • Once the requester logs into the portal, they can navigate to Changes -> New Change

  • Fill in the details required to submit the change request, associate an asset in case there’s an issue with the asset, and click Submit.

  • Change Requesters can now add more participants to the change so that they are aware of any critical updates happening on the change. These participants can also key in their comments as notes on the change.

  • Once the agent receives the change request, they can navigate to Notes -> Add New and click on Public note/ Private note from the bottom, and choose whether the note needs to be visible or hidden to the requester.

  • The requester can enable in-app notifications for an approval decision for change by clicking the   icon -> Settings -> Settings and checking the respective box.

  • Likewise, you can also notify the requester when a note is added to the change by enabling the  Note added to Change email notification from Admin -> Email Notifications (under Account Settings) -> Changes 

Heads Up!

  • Agents can only add public/ private notes to the change request if the request for change option is enabled in the portal.