APPROVER - Approving (or Rejecting) a Change Request in Freshservice BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Category: Changes Changes Overview Video guide: How to Approve or Reject a Change Request Video is available HERE. When a Change Request (CR) is initiated, an automated process will do the following: The required default information will automatically be assigned to the CR. The CR will be assigned to the Change Request Intake Group. The CR will be assigned to the listed manager of the Product Group. An email will be sent to the manager alerting them of the CR. The manager will look at the CR description details and decide if enough information was given to move forward with the CR.If more information is needed, the manager will reach out to the requestor and get the details needed to make a decision. Once the decision has been made, the manager needs to approve or reject the Change Request in Freshservice. Steps to Perform How to Approve a Change Request In the upper right hand corner, click the ellipsis. Click Execute Scenario Locate the CR1 - Approved Click Execute An email will be sent to the requester indicating their CR was approved and the CR-Approved tag is added to the CR. From here, there are two options: Option 1: If you are the Product Owner, create the change. Option 2: If you are the Product Line Manager of the Product Group: Update the Group that the Change is assigned to. Remove themselves as the Agent.Leave Agent blank if unknown. Click Update. This will drop the CR into the Group that needs to complete the Change. From here, any agent in the Group can take the CR and create a Change as needed. How to Reject a Change Request In the upper right hand corner, click the ellipsis. Click Execute Scenario Locate CR2 - Rejected Click Execute NOTE: An email will be sent to the requester indicating their CR was rejected. When a Change Request (CR) is rejected, an automated process will do the following: The required default information will automatically be assigned to the CR. An email will be sent to the requestor telling them the request has been rejected. A note will be added to the CR indicating it is rejected. A CR-Rejected tag is added to the CR. The CR will be closed.
