Change Management in Freshservice

Modified on: Thu, 29 Jan, 2026 at 11:53 AM

Change Management in Freshservice provides a structured process to plan, assess, approve, implement, and review changes in your IT environment. It helps your organization introduce updates such as application releases, configuration modifications, infrastructure upgrades, emergency fixes while minimizing service disruption, and operational risk. The following image shows the change form in Freshservice.

A change form in Freshservice includes the following sections that help teams capture complete context and coordinate implementation activities throughout the change lifecycle:

Section	Description
Details	Captures planning information, rollout and backout plans, scheduling, and release information.
DevOps	Displays linked work items, pull requests, and pipeline runs to align development activities with IT change workflows.
Notes	Provides a way for teams to add internal notes and collaborate on change-related updates.
Tasks	Used to create and assign tasks required to implement the change.
Assets	Used to attach relevant assets that might be impacted or modified.
Impacted Services	Shows the business or IT services that might be affected by the change.
Associations	Links related tickets, incidents, problems, projects, or tasks that triggered or influenced the change.
Approvals	Provides an interface to review, approve, or reject changes, including CAB (Change Advisory Board) evaluations.
Activity	Shows a chronological view of actions and updates for traceability.

There are four key tools in the change form to help you manage and monitor the change more efficiently by showing important actions and insights in one place.

Summary	Provides quick insights and key information about the change.
Maintenance Window	You can associate a maintenance window and publish it to the status page to notify users about planned downtime.
Properties	You can update classification fields such as Status, Type, Priority, Impact, Risk, Group, Agent, Department, Category, and Planned effort.
Time Entries	You can log and track the time spent on change-related activities.

Create a change request in Freshservice

Create a new change request in Freshservice to plan, track, and manage modifications to your IT environment.

Prerequisites

You must have agent permissions to create a change requests.

You can create a change and then associate a ticket to it or create a change from a ticket that is initiating this change.

Follow these steps to create a Change in Freshservice. You can add planning details, associate DevOps items, link assets, and specify impacted services after creating the Change record.

Procedure

Log in to your Freshservice account.
On the top navigation bar, select Create icon, and then select Change.

The New change form is displayed.
From the Select Template list, select an existing template.
If you don’t have a template, you can create a new template by clicking Create new template. To know details about template, see Creating Ticket and Change Template
Fill all the required fields such as Workspace, Requester, Subject, Change Type, Status, Priority, Impact, Risk, Group, Agent, Description, Planned Start Date, Planned End Date, Department, Category, Planned Effort, and Maintenance Window.
Click + Associate assets and select the assets that will be part of this change.
Click Attach files to upload any related documents under 40 MB.
Under Planning, update the required fields such as Reason for Change, Impact, Rollout Plan, and Backout Plan
Click Submit.
Your change ticket is created. You can see the ticket on the Changes page. You can also apply various basic and advanced filters to find a change ticket.