1. In Fresh Service select the INC from the Applications Change Group list. Check the associations tab to ensure there are no existing associations (there will be a number next to associations if one exists).
  2. The change request needs to be changed from an Incident (INC) to a Service Request (SR) by clicking on the green quick toggle ticket type on the top right-hand-side menu bar.
  3. Download all attachments on the ticket including the Change Request form. N.B. A change cannot be processed without a change request form. If there is not one attached, reply on the ticket attaching a blank template asking for it to be completed and returned on the ticket. While waiting for the form to be returned, update the status to On Hold and do not progress to create a change.
  4. Select Associate and 'Change Initiated by this Ticket'. 
  5. Complete the following fields:
    • Requester - Should be the name of the individual that raised the SR. 
    • Subject - This will automatically default to the description of the SR. This needs to be updated to something more meaningful that summarises the content of the change request.
    • Change Type:
      • Application Standard - pre authorised change that is low risk, frequently implemented (is not required to go to CAB).
      • Application Normal - Normal change - follows the default change control process (is required to go to CAB).
    • Group: Applications Change Group
    • Agent: Enter the name of the individual who will be completing the change. 
    • Planned Start Date: Enter the date you are planning to start deployment.
    • Planned End Date: Enter the date that deployment is planned to be completed by. 
    • New Functionality/Release: No 
    • Does this impact service catalogue: No it doesn't
    • Select Associate. CHN ticket is created and sits within the associations tab on the SR. 
  6. A DevOps ticket will automatically be generated once the CHN has been opened. DevOps will place 2 tasks against the ticket for 'Test/Analysis' and 'Deployment to Live'.
  7. Open the CHN in a new tab ready to copy details into the DevOps ticket. 
  8. Open DevOps and use the CHN number to search for the newly created ticket. 
  9. Complete the following fields:
    • Change Category
    • System
    • Save
  10. Access both Tasks and enter time estimates into the Original Estimate field and enter Time Remaining. 
  11. The DevOps ticket will be raised with a status of 'New'. Update the ticket to the correct status based on the following:
    • Leave at 'New': Not ready to start analysis work or to send for approval.
    • 'Under Analysis': Further analysis is required prior to approval.
    • 'Waiting for Approval': Analysis is complete and solution is ready to be approved. N.B. Only set Normal Changes to Waiting for Approval once there is a known and documented solution as this is the trigger for the ticket to be discussed at CAB.
  12. Status updates in DevOps will automatically update the status of the SR ticket in FreshService.



If you need to send a ticket to another approver if your lead is on leave, you will need to change the approver in DevOps before selecting waiting for approval and on the change request add a second approver under (+) Request Approval > Change Planning and select your nominated approver.