Freshservice problem and change management: root causes, workarounds, changes and CAB approval
How agents and change managers use Freshservice beyond tickets: linking incidents to problems, recording root cause, impact and symptoms, workarounds versus permanent solutions and known issues, raising a change from a problem, the default change types, planning fields and associations on a change, change lifecycles with transition conditions, CAB approval where the change manager has the final say, and risk policies, plus the mistakes the support articles warn about.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Freshservice
Skills you'll practise
- Link incidents to a new or existing problem and record root cause, impact and symptoms
- Distinguish a workaround from a permanent solution and decide when to mark a problem as a known issue
- Raise or link a change initiated by a problem and close problems at the right time
- Choose the right default change type and complete the planning fields and associations
- Explain how change lifecycle conditions and CAB approval control a change's progress
- Spot common problem and change mistakes in a record or a change manager's notes
Course outline
- 1.Freshservice problems and changesVideo · 2 min
- 2.Problems: from repeated incidents to a root causeLesson · 17 min
- 3.From problem to change, and closing both properlyLesson · 16 min
- 4.Change lifecycles, CAB approval and riskLesson · 17 min
- 5.Freshservice problem and change management: root causes, workarounds, changes and CAB approval: knowledge checkKnowledge check · 15 questions
- 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Freshservice Support: Working with Problems
- Freshservice Support: Linking incidents to existing or new problems
- Freshservice Support: Adding permanent solutions or workarounds to a problem
- Freshservice Support: Difference between Workaround and Permanent Solution
- Freshservice Support: Linking problems to an existing or new change
- Freshservice Support: Closing Problems
- Freshservice Support: Get started with change management (change form, planning, associations)
- Freshservice Support: Working with Changes
- Freshservice Support: Manage your Change Processes with Change Lifecycle (change types, statuses, transitions, conditions)
- Freshservice Support: What are Change Types?
- Freshservice Support: Understanding Change Approvals and CABs
- Freshservice Support: Manage change advisory board
- Freshservice Support: Manage change risk policies in Freshservice
- Freshservice Support: Requesting Changes (from the self-service portal)
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