When you attempt to resolve an incident and determine that a change is required, you can log a request for change (RFC), and link it to the incident. You can associate a change initiated by the ticket, or associate a change initiating the ticket from the Ticket details page.

To associate change with ticket:

1. Log in to your Freshservice instance.

2. Go to Tickets > List.

3. Click any ticket subject to open the Ticket details page.

4. Click the Associate dropdown, and select the relevant option (Change initiated by this ticket or Change initiating this ticket).

5. If you select Change initiated by this ticket, the Associate a change section opens on the right pane with options to associate a new change or an existing change.

Note: The New Change option is selected by default.

6. (To associate a new change) Populate all the required fields, such as Workspace, Requester, Change Type, Group, Agent, Planned Start and End Date, and so on.

7. (To associate an existing change) Select the Existing Change option in the Associate a change section.

8. Then, select the relevant change you want to associate.

Note: You can select multiple or all existing changes. You can also search relevant changes with the Search change option.

9. Click Associate.

10. If you select Change initiating this ticket, the Associate a change section opens on the right pane.

11. Select the relevant change you want to associate.

Note: You can select multiple or all changes. You can also search relevant changes with the Search change option.

12. Click Associate.

The associated changes are listed under the Associations tab.

Following the change association, an email notification is also sent to the assigned agents.