TABLE OF CONTENTS

• View change risk assessment
• Review specific risk factors
• Refresh risk data

Follow the steps below to view change risk assessment after creating a new change request.

Note: The CMDB-based risk parameters and Risk Surveys (qualitative assessments) capabilities are planned for a future release in Q3 2026 (actual release timelines will be communicated through the monthly release notes).

View change risk assessment

Once a change is submitted, Freshservice automatically evaluates it against configured risk policies.

1. Go to the Changes module, and select the created change record.

2. Go to the Risk tab.

Note: If no policies are attached, Freshservice’s basic change risk will run to indicate common risk signals. However, these are just signals and do not necessarily indicate the risk or update the risk field. When a matching risk policy gets applied, the relevant risk factors are displayed.

The Change Risk Assessment section displays factors that could affect the change, such as:

• Ongoing incidents affecting the same services.

• Schedule overlaps with existing blackout windows.

• Conflicts with other planned changes or unresolved problems.

Note: The summary widget on the right sidebar provides a quick glance at the number of identified risk factors.

Review specific risk factors

To mitigate risks effectively, you can deep-dive into the specific items causing a conflict.

1. In the Risk tab, locate a factor and select the Review link next to it.

A Review details side pane will appear, listing the specific assets or related changes that are contributing to the risk.

2. You can select the linked Change IDs to investigate conflicting schedules or dependencies.

Refresh risk data

Risk environments are dynamic. As change properties are updated, the risk factors will be dynamically auto updated. However, this is subject to policies that are in run mode. See the ‘How risk policies are attached and evaluated in change requests’ section in Manage change risk policies in Freshservice to learn more about how and when policies are attached, and when they run.

While risk data is auto refreshed, you can also manually force an update of the risk factors.

1. In the Risk tab, locate the Refresh icon (circular arrow).

2. Select the Refresh icon to re-run the risk engine and ensure you are viewing the most current data.

The "Updated" timestamp will refresh to confirm the latest analysis.