Creating a Problem or Change in Freshservice

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Category: Changes
Converting a Ticket to a Problem in Freshservice, 1000059446.

Changes

Overview

NOTE: How to Video available HERE

Steps to Perform

In the upper right hand corner, click +.
Click the applicable option:
- Change
- Problem
Complete the Create a New 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.
Chose from the list of Products or Services.
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.
Drag and drop or click to add any associated attachments.
The Maintenance Window field is not being used at this time; but, can not be removed.
- Just ignore it.
Fill in the Business Value and ROI, if applicable.
Fill in the Business Impact, if applicable at this time.
Complete the Rollout Plan, if applicable at this time.
Complete the Backout Plan, if applicable at this time.
Fill in the Effort if applicable.
Click Save.