Change forms are an integral part of the Change Management Process of any organization. By introducing business rules for change forms our objective is to respond to our customer’s changing business needs while maximizing value and reducing disruptions and reworks.

Business Rules for change forms in Freshservice is a great addition for organizations who want to customize their change management process. It enables dynamic capability to change forms by allowing the admins to set specific field level rules on the change process. 

By implementing changes that meet business needs will lead to increased productivity of users through high quality services and fewer reruns.

How to create business rules:

  • In your Freshservice account, go to Admin ->  Business Rules for Forms

  • In the Business Rules for Forms section, click on Create New Rule -> Change

  • Enter the name of the business rule under Rule Name

  • You also have an option to add description by clicking Add Description

  • Use the Applies to dropdown to select whether the rules applies to Agents, Requesters or both

  • Specify whether the rules need to execute on the new form, edit form or both using Execute on dropdown

  • Add the conditions based on

  • Change Forms fields: Dynamic values on the change forms that defines the change process

  • Logged in User fields: Attributes of the user submitting the form such as Department, Location, Role, Group etc.

  • You can add multiple conditions on a change form and can specify whether all conditions needs to be met by selecting either Match all of the conditions Below or  Match any of the conditions Below

  • Based on the condition you can choose either to Perform an Action or Validate Form on Submission

  • You can perform the following actions using the Perform an Action option 

  • Show and Hide field

  • Enable and Disable fields

  • Mandate and Non-mandate fields

  • Alternatively, you can also Validate the form on submission with a custom error message if the conditions specified above are met

  • Click Save or in case you want to activate it, click on Save and Activate

Advanced Settings:

  1. Auto-Reverse If False: This will reverse the action if the conditions specified aren’t met.

For eg.  If you choose to mandate a particular field when the status is changed to Resolved, the Auto-Reverse if False checkbox will non-mandate the same field if the status is NOT Resolved.


This saves you the trouble of writing another rule, so we recommend you check this box by default for all business rules. 

  1.  Enforce System-Wide: The following business rule will be applicable to all forms as well as on bulk actions, scenario automations and API requests.

  • You can enable/disable the toggle for a particular business rule from the list view

  • You can choose to edit/ delete/ clone a business rule from the list view


  • In case condition is not defined but an action is defines, that action will be applied to all change forms

  • When there are multiple business rules acting on a particular field, the rule that executes last will take precedence. You can click on Reorder in the list view to change the order of execution

Use Case:

Consider a scenario where you need to hide a field in your forms

Pro Tip: Use the sandbox account to test out your business rules.