How to Raise a Change from Freshworks
How to Raise a Change from Fresh Service ITSM Tool
Note : Change Management module is open only from Change Requestors ( Only SDM and SSM)
Demo created with Mohammed Rafeek Identity
Steps
- Login to https://firstsourcehelpdesk.freshservice.com/support/home
- Sign in with SSO e.g. mr1131367@firstsource.com
- Below is the landing page
- Click on “Request for Change”
- Fill in the details
- Subject
- Change Type ( Standard, Normal, Emergency)
- Select the designated Implementation Group( EDS, Server, Networks etc)
- Provide a brief description of change, attach any file that’s required
Part II
Change workflow for Implementation Team
Steps
- Engineer details to be captured by the Technical Team ( EDS in this example)
- EDS team assigns CR to engineer and update
- Assigned engineer to enter details ( Reason For change, Impact, Rollout Plan & Backup Plan)
- Change the status to “Planning”
- Click on Update
- Change moves to “Awaiting Approval” , this approval is from Infosec Team
- Change View in Infosec bin
- Change state “Awaiting approval”
