Submitting a change request ensures that planned changes to systems, configurations, or services are well-documented, communicated, and approved. Below is a detailed walkthrough of how to create one and what to include in each section.

🔹 Step 1: Open a New Change Request

  1. Click the plus sign ➕ at the top right corner of Freshservice.

  2. In the dropdown, select Change (labeled “Request for change”).

This opens the change request form.

🔹 Step 2: Fill Out the Change Request Form

Each section of the form is designed to help reviewers understand what’s changing, why, and how it’ll be done safely. Here’s what to enter in each field:

📄 Subject / Title

  • Write a brief, clear title that describes the change.

📝 Description

  • Explain what this change is in plain terms.

  • Be clear and specific so anyone reading it can understand.

    • What system or service is involved?

    • What is being changed or updated?

    • Any tools or platforms impacted?

✅ Tip: Treat this like your “What am I doing?” section.

🎯 Reason for Change

  • Why is this change needed?

  • Include any problems it will solve or improvements it will bring.

    • Are you replacing outdated systems?

    • Will it reduce manual effort or improve security?

    • Is it part of a larger project or migration?

✅ Tip: This is your "Why am I doing this?"

⚠️ Impact(s)

Break this down into three parts:

  1. If we don’t make this change:

    • What are the risks or missed opportunities?

  2. If the change goes well:

    • What benefits or improvements will be seen?

  3. If the change fails:

    • What could go wrong?

    • Who or what would be affected?

✅ Tip: Think through all outcomes, not just the ideal one.

📋 Execution / Rollout Plan

  • Describe the step-by-step plan to complete the change.

    • What are the stages?

    • Who is involved?

    • When will it be done (after hours, business hours)?

    • How will it be tested?

✅ Tip: Include timing, people responsible, and tools needed.

🔁 Remediation Plan

  • What’s the backup plan?

  • How will you revert the change or work around issues?

  • Can the old system be re-enabled if needed?

✅ Tip: Show that you're thinking ahead and have a fallback.