SOP: Freshservice Changes
Freshservice - Approval Changes
All approval changes needs to be done using this Service item
Approval Change : Oatly
Approval of FS-ticket
If ticket is placed by application owner, Governance & Control or the person that request his/her approval to be changed no additional approval is required.
Otherwise ticket should be approved by application owner (if application owner not available the manager of the application owner)
How to complete the FS-ticket
State service item it´s related to (ex. link to or name of service item)
State application owner or responsible for the service item
Select approval type in drop-down menu (see also below options) and complete the required fields
Approval type:
- 1 step – Only named approver
- 1 step – Only Manager
- 2 step – 1. Manager 2. Named approver
- 2 step – 1. Named approver 2. Manager
- Other – non standard
Is the service item related to a Sox application?
If yes, update the SOP and attach the updated SOP or add information why SOP has not been updated in the “Reason for change” section.
Any other information related to the change to be added in the “Reason for change” section.
Freshservice - Workflow Changes
Workflow changes are done using the form below:
Workflow Change
Workflow change is reviewed by the ITSM-Service Owner and discussed with requester to ensure design is in accordance to requesters expectations.
Approval is manually sent to the Service Owner.
If ticket is placed by application/service owner or Governance & Control no additional approval is required
After approved and aligned with the requester it will be performed by the ITSM-Service Owner.
Administrative changes (Name, description, Group/Tag assignments, automatic resolution post approval. etc.) does not require approval.
Any questions?
Contact Lucas Hansson <lucas.hansson@oatly.com>