Creating a Change after Change Request Approval 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 A Change Request (CR) will be entered into Freshservice by the Requester and either approved or rejected by the Product Line Manager. After a CR has been approved, the Product Line Manager will move the CR ticket into the appropriate Group for processing. Once the CR has been moved to the appropriate Group, it will need to be converted from a Change Request into a Change. NOTE: How to Video available HERE. Steps to Follow Within the ticket Associate Click Change initiated by this ticket. Complete the Associate a Change form. NOTE: Fields with the red asterisk * are required to be completed in order to create the Change. The requester's name should auto populate.This can be modified, if necessary. Update the Subject field, if needed. Update the status from Backlog to In Progress when the Change is being actively worked on. Update the Priority field, if needed. Update the Impact field, if needed. Update the Risk of the Change, if needed. Update the Change Type as needed. If this change results in a noticeable impact to end users, change to Yes. If this change requires the Service Desk to be aware, change to Yes. If this change necessitates an announcement to users on SwinNet, change to Yes. Update the Group that the Change is associated with. Update the Agent the Change is being assigned to. Update the Description field if necessary.Add as much detail as possible (it is possible that another agent will complete this change). Fill in the Vendors Reference number, if applicable. Enter expected start date of when the Change will be worked on. Enter the expected end date of when the Change will be completed. Enter the Company that the Change is being made for. The Maintenance Window field is not being used at this time; but, cannot be removed.Just ignore Drag and drop or click to add any associated attachments. Click Associate. After the Change has been created, the Agent will need to go back to the Change Request and execute the closing scenario. Within the Change, click the ellipsis. Click Execute Scenario. Locate the CR3 - Change Created. Click Execute When the Change Request (CR) scenario is executed, an automated process will do the following: An email will be sent to the requestor telling them their request is moving forward in the Change process.They will also get a separate email letting them know that their Change Request ticket has been closed. Updates the CR ticket indicating a Change has been created. Updates the status of the ticket to Resolved.
