Freshservice lets you specify the reason and impact analysis to Changes in your service desk. This can be useful when you want to keep your analysis documented and shared with everybody in your team who wants to have a look. You can also modify the properties of the change including priority, impact, and risk. 


To add the reason for changes

  1. Click the Changes button on the left pane. By default, the view page will consist of your new and open changes. To select a different view, click the Changes dropdown and choose one from the list.  
  2. Click on a Change to view details. 
  3. Under Planning, click the Reason for Change field box and a description field will open. You can add information, insert images and links, and also attach files to supplement your report. 
  4. Once you’re done adding relevant information, click Add to save your changes. 
     

To add the impact of changes

  1. Click the Changes button on the left pane. By default, the view page will consist of your new and open changes. To select a different view, click the Changes dropdown and choose one from the list.  
  2. Click on a Change to view details. 
  3. Under Planning, click the Impact field box and a description field will open. You can add information, insert images and links, and also attach files to supplement your report.
  4. Once you’re done adding relevant information, click Add to save your changes. 

    Note: You can update the Change Type, Priority, Impact, Risk, and Date fields under the Change Properties section in the sidebar.


Now every time a change manager or technician who’s involved opens up your change, they will be able to see the reason and impact report you have provided.


Below is a video to understand Change Management in Freshservice.