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.
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
It is not possible to convert a change request into a Service request, however a Service request can be linked into a Change ticket.
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.
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.
Yes, the same CAB member(Agent) can be part of two CAB approval groups. You can manage this from Admin-->User Management-->CAB
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.
Yes it is possible to have Custom statuses added to the Change ticket. However, editing or deleting the default status is not possible.
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.
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.
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}}
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}}
It is not possible to link two changes together, it is only possible to link Changes to problems, Incidents, Service Requests and Release tickets.
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.
It is not possible for the requesters to view the changes from the support portal
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.
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.
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.
No, there isn’t a limit in the number of problem tickets that can be associated with a change ticket.
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.
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)
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.
You can add members to a CAB group from Admin-->User Management-->CAB.
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.
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.
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.
Change Workflows can be configured based on approval action and it would allow to set the change ticket to a specific status.
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.
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.
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.
Yes, we would be able to configure multiple change templates and agents can apply a particular template during change creation.
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.
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.
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.
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.
Yes, we would be able to link Changes to Projects.
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.
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.
We don’t have Team Huddle for Change tickets, it is only available for Incidents and Service requests.
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.
It is not possible to lock down the change properties post approval.
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.
The default filters for Changes can’t be deleted. However, you can create custom filters and save them for viewing them easily.
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.
Using Automator, it is only possible to close the associated Problems and we would not be able to close the associated Incidents.
Yes, using workflow automator you would be able to configure actions on associated problem tickets in the action block.
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.
Changes can be imported through CSV file with the help of our Support team.
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.
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.
CAB approvers would be able to delegate approvals by visiting Profile settings and clicking on the Delegate approvals button.
