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    Changes

    What is a Change Lifecycle?

    Change Lifecycle is used to define and control the lifecycle of a change request based on the Change type. Also, it allows configuration like mandating certain fields, checking for task completion and approval completion for each status transition.

    Is it possible to submit approval to the CAB via email or API instead the portal?

    It is not possible to Approve a Change request by sending an email or using APIs, the change can be approved by the CAB members by clicking on the approval link which gets sent by email

    Can I convert a change to a Service Request?

    It is not possible to convert a change request into a Service request, however a Service request can be linked into a Change ticket.

    Can I automate planned start date of next change?

    It is not possible to automate the planned start date for the next changes. However, automations can be configured based on the changes to the Planned Start Date, i.e this can be configured as an Event of the Workflow Automator.


    Is it possible to change the labels on approval status?

    The default labels for approval status are Approved, Rejected, Cancelled, Requested and Not Requested. It is not possible to change the labels for these default statuses.

    Can same agent be in two CAB approval groups?

    Yes, the same CAB member(Agent) can be part of two CAB approval groups. You can manage this from Admin-->User Management-->CAB

    Is it possible to have multistage/multi level approvals?

    Yes, you can configure multiple levels of approvals using the workflow automator. When we configure an action to Send an approval mail to a specific CAB group, you would be able to have another action to be triggered based on the action of previous block.

    Can I modify change status field labels?

    Yes it is possible to have Custom statuses added to the Change ticket. However, editing or deleting the default status is not possible.

    Can I add custom fields for Planning section?

    It is possible to add Custom Fields in the planning section. To do this, please go to Admin-->Field Manager-->Form Fields-->Change Fields. At the bottom of the page you will find Add new field option. Click on this to add a new custom field in planning.

    You can also modify or delete the existing field by clicking on the respective field.




    How can I notify agents when change is created?

    You can go to Admin → Email Notifications → Changes → Change Created (Under Agent Notification) and when you edit the notification, you will find an option to “Notify Agents”, you can edit this and add the agents who need to be notified on change creation.



    Is it possible for an approver to send Approval comments to the requester?

    Yes, using workflow automator we would be able to send approval/rejection comments to the requester based on approval action by the use of Placeholders. The Placeholder for Approval Comments would be {{approval.comments}}



    Is there a way to change the from email for changes only?

    Yes, using workflow automator we would be able to send approval/rejection comments to the requester based on approval action by the use of Placeholders. The Placeholder for Approval Comments would be {{approval.comments}}

    Is it possible to link changes together?

    It is not possible to link two changes together, it is only possible to link Changes to problems, Incidents, Service Requests and Release tickets.

    Can a requester add comments to a change?

    If there is a notification that gets triggered to the requester of the change and when they reply to the notification it would be added to the change ticket as a note.

    Can requesters/clients view the changes from support portal?

    It is not possible for the requesters to view the changes from the support portal

    Some agents cannot access changes. Why?

    If an agent is not able to access Change tickets it must be because of the roles and permissions that have been provided to the agent. The agent should have the necessary permissions to view the change tickets.

    Will the calendar display all the changes?

    Yes, the calendar within Freshservice would display all the changes based on Planned Start Date and Planned End Date. Once you click on the calendar icon, you would be able to change between Tasks view and Changes view to view the Changes.



    Can you trigger an announcement once a change is deployed/released?

    Unfortunately, it is not possible to trigger an announcement automatically when a change is Deployed/Released, however we can use automators and once the change is set to deployed, we would be able to trigger an email to agent groups or specific agents that the change has been deployed.

    Is there a limit in the number of problems that can be linked to a change?

    No, there isn’t a limit in the number of problem tickets that can be associated with a change ticket.

    Can we export changes?

    Yes, it is possible to export changes from the list view and also you can configure a data export using analytics to trigger an automated export.

    How should I notify agent when note is added in a change?

    When there is a note added into the change ticket, we would be able to notify the agent while the note is created. If we need to automatically notify an agent, we would also be able to configure a workflow rule wherein if “Note is Added” (Event), then “Send Email to Agent” (Action)

    Can I clone a change?

    Yes, it is possible to Clone a Change request using a marketplace app. You can find more information about it in the below link: https://www.freshworks.com/apps/freshservice/clone_change_request

    In MSP, Can people from other company view and approve change approvals?

    If the people from the other company have been added to the CAB group then they would be able to view the changes that have been submitted for their approval.

    How to add CAB members to a CAB group?

    You can add members to a CAB group from Admin-->User Management-->CAB.

    What are Change Types?

    Based on the impact of the Change request and procedures followed for the change process, there are different Change Types available within Freshservice, which are Minor,Standard, Major and Emergency.

    Can I add custom Change Types?

    Right now, it is not possible to have custom change types, however, it’s being worked upon already by our team and should be available soon.

    How to automate change type based on conditions?

    You would be able to setup automations based on change created event and setup the conditions for the same to look for specific category or group and set the Change type accordingly. Also, if you are looking to run automations based on the type of change that’s created, you would be able to set that as a condition and perform particular actions.

    How to automate change status based on approvals?

    Change Workflows can be configured based on approval action and it would allow to set the change ticket to a specific status.



    Can an approved change be rejected again?

    Once a Change request has been approved, the approval link would have expired and we would not be able to use the same approval link in order to reject the change again. We would have to trigger another approval and then reject the change if needed.


    Can I trigger approvals to only certain CAB groups based on change type?

    Yes, it is possible to setup Workflow conditions to check for the condition for specific Change Type and then in the action block you would be able to send approval email to specific CAB groups.

    Can I associate more than one change to a ticket?

    Yes, we would be able to associate two changes to a ticket. A ticket can have two types of change associations, the first one being Change Initiating this ticket and the second type being Change Causing this incident. For each type only one change can be associated to the ticket.

    Can I have multiple change templates?

    Yes, we would be able to configure multiple change templates and agents can apply a particular template during change creation.

    I cannot permanently delete a Change. Why?

    We would be able to only soft delete a change ticket. Once the change is deleted, it would be available in the Trash folder in order to retain any historical change information added to the request.

    Can I submit a change without adding a Roll-out plan or a Back-out plan?

    Yes, depending on the Change lifecycle which is configured, you would be able to create a change ticket without filling in the Rollout Plan and Backout plan.

    Can I have shared fields between incidents and changes?

    The default shared fields such as Category, Group, Agent, Department and Priority are only available between Changes and Incidents, we would not be able to add additional custom Shared fields.

    Notify agents when someone disassociate an incident from a change. How can I do this?

    Under Email Notifications we have a notifications called “Incident Detached from Change” this notification would be triggered to the Change assigned agent when someone detaches an incident from a change ticket.

    Can I link a change to a project?

    Yes, we would be able to link Changes to Projects.



    How do I find linked project of a change request?

    Within the Change request, you would be able to see the associated project on the right hand side above the Change properties if there were any. Also, within the Project ticket, you would be able to see the associated Changes from Associations tab.

    How can I hide unused default fields in Change?

    By default it is not possible to hide the unused fields in Change ticket, however with the help of our marketplace we would be able to hide certain fields if needed. You can check our documentation on marketplace from the below link

    https://developers.freshservice.com/

    If you need any further information on this, please reach out to our support team and we would be able to help you with more details on the same.

    Do we have huddle feature for Change?

    We don’t have Team Huddle for Change tickets, it is only available for Incidents and Service requests.

    Can we make planning section/approvals/tasks mandatory?

    Yes, using Change Lifecycle it is possible to make Planning Section/Approvals/Tasks mandatory before a change request is transitioned to a particular status.


    This can be done form by editing the status transition setting. 


    Can I lock down the change properties once it is approved?

    It is not possible to lock down the change properties post approval.

    Can I have different templates based on change type?

    We would not be able to create different forms based on the change type, however when we are creating a change template we would be able to map the change type in the template, and agents can choose the respective template if they need it for a specific change type.

    Can I delete default change filters?

    The default filters for Changes can’t be deleted. However, you can create custom filters and save them for viewing them easily.

    Can I default the created date to “Anytime”?

    If you are looking to default the created date in a filter, we would not be able to do it. However, you would be able to create a filter and save that with Created Date set to Anytime.

    Can I close the associated incidents if I close a change?

    Using Automator, it is only possible to close the associated Problems and we would not be able to close the associated Incidents.

    Can I update the associated problem from a change Automation?

    Yes, using workflow automator you would be able to configure actions on associated problem tickets in the action block.

    Can I add custom approval status?

    We would not be able to add custom approval status to a change ticket. However, we would be able to add Custom Change statuses from Admin-->Form Fields-->Changes and when you click on Status field, you would have the option to add additional status.

    Can I import change?

    Changes can be imported through CSV file with the help of our Support team. 

    Can a non-agent CAB member access the change?

    If the CAB member has received the approval link, they would be able to access the Change ticket using the public URL which was triggered to them.

    Can I trigger reminder for CAB approvals?

    Yes, reminders to approvals can be triggered manually from the Change request on an adhoc basis from the approvals section at the bottom of the ticket. Also, approval reminders can be triggered automatically from Admin-->Email Notifications-->Changes-->Notify CAB Member which is available under Agent notifications. When you edit the above notification you would be able to set the reminder time for the same.

    Can CAB approvers delegate approvals?

    CAB approvers would be able to delegate approvals by visiting Profile settings and clicking on the Delegate approvals button.

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