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Your Change Management Data Template

Freshservice

Change Management Attributes (22) Change Management Activities (15) Extraction Guides (2)

Your Change Management Data Template

This template helps you gather the right data for analyzing your Change Management process. It outlines essential attributes to collect, key activities to track, and provides guidance on extracting this information from your system. Use it to ensure your data is ready for insightful process discovery and optimization.

Recommended attributes to collect
Key activities to track
Extraction guidance for Freshservice

New to event logs? Learn how to create a process mining event log.

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Change Management Attributes

These data fields are essential for creating a complete event log, enabling a detailed analysis of your change management process.

5 Required 8 Recommended 9 Optional

	Name	Description
	Activity Name ActivityName	The name of a specific event or task that occurred within the change management process.
Description This attribute describes a single step or milestone in the change lifecycle, such as 'Change Request Created', 'Approval Requested', or 'Implementation Completed'. The sequence of these activities for a given Change Request ID forms the basis of the process map. Analyzing these activities helps identify the process flow, detect deviations, and measure the time spent in different stages. Why it matters It defines the steps in the process flow, enabling the visualization of the change lifecycle and the analysis of process variants and bottlenecks. Where to get Generated from the audit logs, activity stream, or status change history of a Change record in Freshservice. Examples Change ApprovedRisk Assessment CompletedImplementation StartedChange Closed
	Change Request ID ChangeRequestId	The unique identifier for each change request submitted within the Freshservice system.
Description The Change Request ID serves as the primary identifier for a single change case from initiation to closure. It links all associated activities, approvals, and logs into a coherent timeline, allowing for end-to-end process analysis. In process mining, this ID is essential for reconstructing the lifecycle of each change to understand its path, duration, and outcomes. Why it matters This is the essential Case ID that groups all related events, making it possible to trace and analyze the entire journey of a single change request. Where to get This is a primary field on the Change object in Freshservice. Examples CHG-10234CHG-10235CHG-10236
	Event Time EventTime	The exact date and time when a specific activity or event occurred.
Description Each activity in the process has a corresponding timestamp, which marks its occurrence. This temporal data is critical for calculating durations between activities, identifying wait times, and analyzing the overall cycle time of the process. It allows for performance analysis, bottleneck identification, and SLA adherence monitoring. Why it matters This timestamp is fundamental for all time-based analysis, including calculating cycle times, durations, and wait times between process steps. Where to get Timestamp associated with each entry in the audit logs or activity stream of a Change record in Freshservice. Examples 2023-10-26T10:00:00Z2023-10-26T11:30:00Z2023-10-27T14:15:00Z
	Last Data Update LastDataUpdate	The timestamp indicating when the data for this record was last refreshed from the source system.
Description This attribute records the date and time of the most recent data extraction or update for each event. It is important for understanding the freshness of the data being analyzed and for ensuring that analyses are based on current information. This helps maintain data integrity and provides context for the timeliness of the insights. Why it matters Ensures users are aware of the data's timeliness and helps validate the currency of the process mining analysis. Where to get This timestamp is typically generated and added during the data ingestion or ETL process. Examples 2024-05-20T08:00:00Z2024-05-21T08:00:00Z
	Source System SourceSystem	Identifies the system from which the data was extracted.
Description This attribute specifies the origin of the process data. For this view, the value will consistently be 'Freshservice'. Including this attribute is a best practice, especially in environments where data might be merged from multiple systems, as it provides essential context and aids in data governance and troubleshooting. Why it matters Provides clear data provenance, which is crucial when analyzing data from multiple enterprise systems. Where to get This is a static value set during the data extraction process to label the origin of the data. Examples Freshservice
	Assigned Group AssignedGroup	The team or group responsible for implementing the change.
Description This attribute specifies which team is assigned to carry out the work of the change, such as the 'Network Team' or 'Database Administrators'. Analyzing process performance by assigned group is key to understanding team workload, efficiency, and identifying resource bottlenecks. It can show which teams have longer implementation times or higher rates of post-implementation issues. Why it matters Enables performance and workload analysis across different implementation teams to identify resource constraints or best practices. Where to get This is the 'Group' or 'Assigned Group' field on the Change object in Freshservice. Examples Infrastructure TeamApplication SupportSecurity Operations
	Change Priority ChangePriority	The priority level assigned to the change request, indicating its business importance.
Description Priority is typically determined by combining impact and urgency and is used to guide resource allocation and scheduling. Analyzing how priority affects process metrics like cycle time and SLA adherence can reveal if high-priority changes are processed faster than low-priority ones. It helps in assessing the effectiveness of prioritization policies. Why it matters Helps determine if the process effectively prioritizes high-importance changes and allocates resources accordingly. Where to get This is the 'Priority' field on the Change object in Freshservice. Examples LowMediumHighUrgent
	Change Status ChangeStatus	The current or final status of the change request.
Description This attribute indicates the state of a change request at a specific point in time or its final outcome, such as 'Closed', 'Cancelled', or 'Rejected'. It is crucial for outcome analysis, helping to differentiate between successfully completed changes and those that failed or were abandoned. Filtering by status allows for focused analysis on specific cohorts of changes. Why it matters It allows for the analysis of change outcomes, helping to understand success, failure, and cancellation rates. Where to get This is the 'Status' field on the Change object in Freshservice. Examples ClosedCancelledRejectedOpen
	Change Type ChangeType	The classification of the change, such as Standard, Normal, or Emergency.
Description Change Type categorizes change requests based on their nature, risk, and approval requirements. Standard changes are pre-approved, Normal changes follow the standard process, and Emergency changes require expedited handling. Analyzing the process by Change Type is critical to understanding if different types follow distinct paths and have different performance characteristics, such as cycle time or success rate. Why it matters Segmenting the process by Change Type helps reveal different process behaviors and performance levels for standard, normal, and emergency changes. Where to get This is the 'Change Type' field on the Change object in Freshservice. Examples StandardNormalEmergencyMajor
	End Time EndTime	The timestamp of the last recorded event for the change request case.
Description The End Time marks the conclusion of a change request's lifecycle, typically corresponding to the 'Change Closed' or 'Change Cancelled' activity. It is used in conjunction with the Start Time to calculate the total end-to-end cycle time for each case. Analyzing this attribute helps in understanding the overall duration and throughput of the change management process. Why it matters It is essential for calculating the total cycle time of a change request, a primary KPI for process efficiency. Where to get This is the timestamp of the final activity in the event log for a given Change Request ID. Examples 2023-11-05T18:00:00Z2023-11-06T09:45:00Z
	Requester Name RequesterName	The name of the individual who initiated the change request.
Description The Requester is the person who submitted the change for consideration. Analyzing data by requester can help identify patterns, such as which individuals or roles frequently submit changes, or if requests from certain users are more likely to be rejected or require rework. It can also be used for workload analysis when combined with departmental information. Why it matters Identifies the origin of change demand and can highlight training needs or specific user groups with high change volumes. Where to get This is the 'Requested by' field on the Change object in Freshservice, linking to a user record. Examples Alice JohnsonRobert SmithMaria Garcia
	Risk Level RiskLevel	The assessed level of risk associated with implementing the change.
Description Risk Level categorizes the potential negative impact of a change if it were to fail. Common levels include Low, Medium, and High. This attribute is vital for compliance analysis and for understanding if higher-risk changes follow a more rigorous process path, such as requiring more approvals or more thorough testing. It helps ensure that risk management controls are being applied correctly. Why it matters This is critical for compliance and risk analysis, ensuring that high-risk changes receive appropriate scrutiny and follow a more robust process. Where to get This corresponds to the 'Risk' field on the Change object in Freshservice. Examples LowMediumHighVery High
	Target Completion Date TargetCompletionDate	The planned or service level agreement (SLA) date by which the change should be completed.
Description This date represents the deadline for closing a change request. It is the primary benchmark for measuring SLA adherence. By comparing the actual End Time with the Target Completion Date, it is possible to determine if a change was completed on time, early, or late. This is a key input for the Change SLA Adherence Rate KPI. Why it matters Serves as the benchmark for measuring on-time delivery and SLA compliance, which are key indicators of process performance. Where to get This could be a dedicated 'Due by' or 'SLA Target' date field on the Change object in Freshservice. Examples 2023-11-10T17:00:00Z2023-11-15T17:00:00Z
	Approval Duration ApprovalDuration	The time a change request spent in the approval phase.
Description This calculated duration measures the time from when an approval is requested to when it is granted or denied. It is essential for the 'Change Approval Phase Duration' dashboard and helps pinpoint bottlenecks in the approval workflow. Analyzing this metric can highlight slow approvers, inefficient group handoffs, or systemic delays in decision-making. Why it matters Directly measures the efficiency of the approval stage, helping to identify and address bottlenecks that delay changes. Where to get Calculated as the time difference between the 'Approval Requested' activity and the 'Change Approved' or 'Change Rejected' activity. Examples 1 day 2 hours5 hours 30 minutes3 days
	Associated Incidents Count AssociatedIncidentsCount	The number of incidents linked to this change request after its implementation.
Description This metric quantifies the downstream impact of a change by counting how many incidents were created as a result of its deployment. A high count suggests potential issues with planning, testing, or implementation quality. It is a direct input for the Post-Implementation Issue Rate KPI and is crucial for measuring the stability and success of changes. Why it matters Directly measures the quality and stability of implemented changes, helping to identify those that cause service disruptions. Where to get Derived by counting the number of Incident tickets linked to a Change ticket in Freshservice. Examples 015
	Close Code CloseCode	A code or reason indicating why the change request was closed.
Description The Close Code provides specific details about the outcome of a closed change. Examples include 'Implemented Successfully', 'Backed Out', or 'Rejected'. This data adds valuable context beyond the final status, allowing for a more granular analysis of success and failure modes within the change management process. Why it matters Provides granular detail on change outcomes, enabling deeper analysis of why changes succeeded, failed, or were backed out. Where to get Consult Freshservice documentation or check the Change form for a 'Closure Code' or similar field. Examples SuccessfulSuccessful with issuesFailedBacked Out
	Department Name DepartmentName	The department of the user who requested the change.
Description This attribute provides organizational context by identifying the business unit initiating the change request. Analyzing by department can uncover which parts of the organization generate the most changes, have the highest rejection rates, or experience the longest cycle times. This insight is valuable for targeted process improvement and resource planning. Why it matters Allows for analysis of process performance and demand from different business units, supporting targeted improvements. Where to get This information is typically derived from the requester's user profile in Freshservice. Examples FinanceHuman ResourcesInformation TechnologyMarketing
	Impact Level ImpactLevel	The assessed business impact if the change were to fail or cause a service disruption.
Description The Impact Level indicates the potential effect on business operations, ranging from low (affecting a single user) to high (affecting the entire organization). Along with Urgency, it often determines the overall Priority. Analyzing by impact helps understand if the process correctly handles changes that pose a significant threat to business continuity. Why it matters Helps in risk analysis and confirms that changes with a high potential business impact are managed with greater care. Where to get This corresponds to the 'Impact' field on the Change object in Freshservice. Examples LowMediumHigh
	Implementation Duration ImplementationDuration	The time taken for the implementation phase of the change.
Description This metric calculates the duration of the core implementation work, typically measured from the 'Implementation Started' activity to the 'Implementation Completed' activity. It is used to analyze the efficiency of the technical execution phase and supports the 'Change Implementation Phase Efficiency' dashboard. High durations may indicate technical complexity, resource shortages, or unforeseen challenges. Why it matters Measures the efficiency of the hands-on technical work, isolating it from planning and approval delays. Where to get Calculated as the time difference between the 'Implementation Started' and 'Implementation Completed' activities. Examples 4 hours1 hour 30 minutes8 hours
	Is SLA Breached IsSlaBreached	A boolean flag indicating whether the change request was completed after its target date.
Description This attribute is a binary indicator of SLA compliance, marked as 'true' if the change's End Time is later than its Target Completion Date, and 'false' otherwise. It simplifies the creation of dashboards and KPIs related to SLA adherence, allowing for quick filtering and aggregation of late changes. It directly supports the Change SLA Adherence Rate KPI. Why it matters Provides a clear, binary outcome for SLA performance, simplifying filtering and reporting on on-time versus late changes. Where to get Calculated by comparing the EndTime to the TargetCompletionDate. If EndTime > TargetCompletionDate, then true. Examples truefalse
	Total Cycle Time TotalCycleTime	The total time elapsed from the creation to the closure of a change request.
Description This metric is calculated as the duration between the first and last events for a given change request. It represents the end-to-end processing time and is a fundamental KPI for measuring overall process efficiency. Analyzing Total Cycle Time helps identify long-running cases and provides a baseline for improvement initiatives. Why it matters This is a primary KPI for measuring the overall speed and efficiency of the change management process from start to finish. Where to get Calculated by subtracting the timestamp of the first event from the timestamp of the last event for each Change Request ID. Examples 2 days 4 hours 30 minutes10 days 0 hours 0 minutes1 hour 15 minutes
	Urgency Urgency	Indicates how quickly the change needs to be implemented from a business perspective.
Description Urgency reflects the time-sensitivity of a change. For example, a security patch might have high urgency. This attribute, often combined with Impact to set Priority, helps in analyzing if the process reacts appropriately to time-critical business needs. It can reveal if urgent changes truly move faster through the process. Why it matters Provides context on the time-sensitivity of a change, which can be correlated with cycle time to assess process responsiveness. Where to get This is the 'Urgency' field on the Change object in Freshservice. Examples LowMediumHigh

Required Recommended Optional

Change Management Activities

These are the critical process steps and milestones to accurately track within your event log for thorough change management process discovery.

5 Recommended 10 Optional

	Activity	Description
	Change Approved	A key milestone where a designated authority, such as the Change Advisory Board (CAB), formally approves the change request to proceed. This is typically an explicit action recorded in the system.
Why it matters Marks the end of the approval phase and the beginning of the implementation planning. This activity is essential for measuring 'Average Change Approval Time' and 'First-Pass Approval Rate'. Where to get Freshservice logs this as an explicit event when an approver clicks the 'Approve' button. The event is recorded in the ticket's activity log with a timestamp. Capture The timestamp of the 'Approved' action in the approvals tab or activity log. Event type explicit
	Change Closed	This marks the official successful completion of the change management process. This event is captured when the change ticket status is moved to its final 'Closed' state.
Why it matters This is the primary end event for the process. It is the final data point for calculating end-to-end 'Average Change Cycle Time' and 'Change SLA Adherence Rate'. Where to get This event is captured from the timestamp associated with the final status change to 'Closed' in the change ticket's history. Capture The timestamp of the final status change to 'Closed'. Event type explicit
	Change Request Created	This marks the official start of the change management process, where a new change request is formally logged in Freshservice. This event is captured explicitly when a user saves a new change ticket, creating a unique Change Request ID and a creation timestamp.
Why it matters This is the primary start event for the process. Analyzing the time from this activity to 'Change Closed' provides the end-to-end cycle time, a key KPI for process efficiency. Where to get This is an explicit event captured in the change record's audit history. It corresponds to the creation timestamp of the change ticket. Capture The creation timestamp of the change request record. Event type explicit
	Change Scheduled	The activity of assigning a specific start and end time for the implementation of the approved change. This is typically inferred when the 'Scheduled Start Time' and 'Scheduled End Time' fields are populated.
Why it matters This is a key milestone that triggers the start of the implementation phase. It is essential for calculating 'Average Implementation Time' and analyzing scheduling efficiency. Where to get Inferred from the timestamp when the schedule-related date fields are filled and the status moves to 'Scheduled' or similar. Capture Inferred from the population of 'Scheduled Start Date' and a corresponding status update. Event type inferred
	Implementation Completed	Indicates that the technical work of implementing the change has been finished. This is typically inferred from a status change to a post-implementation state like 'Pending Review'.
Why it matters This milestone marks the end of the core implementation work. It is the endpoint for calculating 'Average Implementation Time' and signals the start of testing or review activities. Where to get Inferred from a status change to a value such as 'Pending Review', 'Awaiting Testing', or 'Completed'. Capture Inferred from a status field change to 'Pending Review' or similar. Event type inferred
	Approval Requested	Represents the point where the change request is formally submitted for review and authorization. This is typically inferred when the change request status transitions to a state like 'Awaiting Approval' or when it is assigned to an approver.
Why it matters This activity marks the beginning of the approval phase. Measuring the duration from this point to 'Change Approved' is crucial for identifying bottlenecks in the approval cycle. Where to get Inferred from the Activity Log or by tracking status field changes to 'Awaiting Approval'. The timestamp of this status change is used as the event time. Capture Inferred from a status field change to 'Awaiting Approval'. Event type inferred
	Change Cancelled	Represents the termination of a change request before its completion. This is an alternative end state, captured when the ticket status is set to 'Cancelled' or 'Withdrawn'.
Why it matters Analyzing cancelled changes can reveal issues in the initial planning or approval phases, such as requests that are no longer needed or do not have a valid business case. Where to get Captured from the timestamp of the status change to 'Cancelled' or an equivalent terminal status that is not 'Closed'. Capture The timestamp of the status change to 'Cancelled'. Event type explicit
	Change Re-Opened	Occurs when a change that was previously closed or resolved is returned to an open status, typically due to issues discovered post-implementation. This is inferred by a status change from a closed to an open state.
Why it matters This activity is a strong indicator of rework or failed changes. Tracking its frequency is crucial for understanding change quality and the effectiveness of testing. Where to get Inferred by detecting a status transition from 'Closed' or 'Resolved' back to an 'Open' or 'In Progress' state in the ticket's activity log. Capture Detect status change from a terminal state (e.g., 'Closed') to a non-terminal state (e.g., 'Open'). Event type inferred
	Change Rejected	Indicates that an approver has formally rejected the change request, preventing it from proceeding. This action is explicitly recorded and often sends the process into a rework loop.
Why it matters This activity is crucial for analyzing rework and identifying reasons for process failure. A high frequency of rejections points to issues with request quality or risk assessment. Where to get Freshservice logs this as an explicit event when an approver clicks the 'Reject' button. The event is recorded in the ticket's activity log. Capture The timestamp of the 'Rejected' action in the approvals tab or activity log. Event type explicit
	Implementation Started	Marks the beginning of the actual deployment or execution of the change. This is inferred when the change request's status is updated to 'In Progress' or a similar active state.
Why it matters Provides a clear starting point for tracking the active implementation duration. It helps differentiate between waiting time and actual work being performed. Where to get Inferred from a status change to a value like 'In Progress' or 'Implementation in Progress' at the scheduled start time. Capture Inferred from a status field change to 'In Progress'. Event type inferred
	Note Added to Change	Represents the addition of a comment or note to the change request, indicating communication or documentation activity. Freshservice explicitly logs these events in the activity feed for each ticket.
Why it matters While not a core process step, tracking notes can provide context for delays, especially during approval or planning phases. High frequency of notes may indicate unclear requirements or communication issues. Where to get Explicitly logged in the 'Activity' or 'Audit' section of a change request ticket, with a timestamp and the user who added the note. Capture Logged as a 'Note Added' event in the ticket's activity log. Event type explicit
	Planning Completed	Signifies that all necessary planning for the change, including developing the implementation and backout plans, has been finalized. This is usually inferred from a status change after approval.
Why it matters Marks the transition from planning to execution. Analyzing the duration of the planning phase helps identify opportunities to streamline pre-implementation activities. Where to get Inferred from a status change from a planning-related status, like 'Pending Release', to an implementation status, like 'Scheduled'. Capture Inferred from a status change out of 'Planning in Progress' or a similar state. Event type inferred
	Post-Implementation Review Done	Indicates the completion of the Post-Implementation Review (PIR) to assess the success of the change and document lessons learned. This is often inferred when review notes are added post-implementation or a status is updated.
Why it matters Ensures that a formal review process is followed. Analyzing this activity helps understand the effectiveness of changes and supports continuous process improvement. Where to get Inferred from the population of PIR-related fields in the change form after the implementation date, or a status change to a state like 'Review Complete'. Capture Inferred from the population of PIR notes fields or a specific status update. Event type inferred
	Risk Assessment Completed	Indicates that the formal evaluation of potential risks associated with the change has been finished. This activity is often inferred when the risk level field is populated or updated, or a related task is completed.
Why it matters Tracking this activity helps ensure compliance with change policies that mandate risk assessment. It allows for analysis of 'Risk Assessment Coverage' and the time spent on this critical step. Where to get This is likely inferred from a timestamped update to the 'Risk' field in the change form or the completion of a specific task related to risk analysis. Capture Inferred from the timestamp when the 'Risk' field is populated or a related checklist item is marked as complete. Event type inferred
	Testing Completed	Represents the completion of all required testing and validation activities to ensure the change was successful and did not cause adverse effects. This may be inferred from a task closure or a status change.
Why it matters Tracking this activity helps measure the 'Testing Completion Rate' KPI and ensures that changes are properly validated before final closure, reducing post-implementation issues. Where to get This can be difficult to capture and may need to be inferred from the completion of a linked 'Testing' task or a status change to 'Testing Complete'. Capture Inferred from the closure of a testing-related task associated with the change. Event type inferred

Recommended Optional

Extraction Guides

How to get your data from Freshservice

Steps

Access Freshservice Analytics: Log in to your Freshservice instance with an account that has permissions to create and view reports in the Analytics module.
Create a New Report: Navigate to the Analytics section. Create a new report and give it a descriptive name, such as "Process Mining - Change Management Event Log".
Add the First Widget (Change Request Created): Add a new widget to the report. Select 'Changes' as the module. For the metric, use 'Count of Changes'. In the 'Group by' section, add 'Change ID' and 'Created at'. This widget will serve as the source for the 'Change Request Created' activity.
Configure Report Filters: Apply a global filter to the report based on the 'Created at' date to define your analysis period, for instance, the last 6 months. Ensure this filter is applied to all subsequent widgets for data consistency.
Create Widgets for Each Activity: Repeat the process of adding and configuring a new widget for each of the 15 required activities. You will need to use different fields, statuses, and modules to isolate each event. For example, for 'Change Approved', you might group by the 'Approved on' date. For status-based events like 'Implementation Started', you will need to use a metric filtered by Status is In Progress and group by the Last Updated at timestamp for those specific changes. Reference the configuration in the 'query' section for details on each widget.
Export Underlying Data: Once all 15 widgets are configured and the report has loaded, go to each widget individually. Click the options icon (three dots) and select 'Export' and then 'Export underlying data'. Choose the CSV format.
Consolidate Exported Files: You will now have 15 separate CSV files. Open each file and add a new column named ActivityName. Populate this column with the name of the corresponding activity (e.g., 'Change Request Created' for the first file, 'Change Approved' for the second, etc.).
Merge into a Single Event Log: Combine the data from all 15 modified CSV files into one master CSV file. Ensure the column headers are consistent across all files before merging.
Standardize Column Names: In the master file, rename the columns to match the required schema. For example, rename 'Change ID' to ChangeRequestId and the respective date columns in each file (e.g., 'Created at', 'Approved on') to EventTime.
Add Static and Recommended Attributes: Add the following columns to your final spreadsheet: SourceSystem (populate with 'Freshservice' for all rows) and LastDataUpdate (populate with the current date and time of the export). Add columns for the recommended attributes like ChangeStatus, ChangeType, etc. You can populate these by creating a separate 'enrichment' report in Freshservice containing these details per Change ID and joining the data using a spreadsheet function like VLOOKUP.
Final Formatting: Review the final CSV file to ensure timestamps are in a consistent format, there are no empty rows, and the column headers exactly match the required schema for upload into ProcessMind.

Configuration

Prerequisites: Access to the Freshservice Analytics module is required. This is typically available in Pro and Enterprise plans. Users must have a role with permissions to create reports and view change management data.
Date Range Filter: It is critical to apply a consistent date range filter, such as 'Created at is in the last 180 days', to the entire report. This ensures all widgets pull from the same set of change requests.
Widget Configuration: Each widget must be configured to isolate a single business activity. This often involves filtering on a specific status, using a dedicated date field (like 'Approved on'), or using the 'Last Updated at' field in combination with a status filter.
Underlying Data Export: Always use the 'Export underlying data' option, not the 'Export' option for the widget image or summarized data. This provides the raw, row-level data needed for an event log.
Performance Considerations: Reports with over a dozen widgets and a large date range (over a year) may load slowly. It is recommended to run the report and export the data during off-peak hours to minimize performance impact.

a Sample Query config

/* This is a configuration guide for creating widgets in Freshservice Analytics. 
Create one widget for each of the following 15 configurations. */

// Widget 1: Change Request Created
Widget.Module = "Changes"
Widget.Metric = "Count of Changes"
Widget.GroupBy = ["Change ID", "Created at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Created at": "EventTime"}

// Widget 2: Approval Requested
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status history contains 'Awaiting Approval')"
Widget.GroupBy = ["Change ID", "First moved to awaiting approval at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "First moved to awaiting approval at": "EventTime"}

// Widget 3: Risk Assessment Completed
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Risk is not empty)"
Widget.GroupBy = ["Change ID", "[Timestamp of first Risk update]"] // Note: This may require using 'Last Updated at' with a specific condition or a custom field.
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "[Timestamp of first Risk update]": "EventTime"}

// Widget 4: Note Added to Change
Widget.Module = "Ticket Activities"
Widget.Metric = "Count of Activities (Filtered: Activity Type is 'Note added' AND Parent Type is 'Change')"
Widget.GroupBy = ["Parent ID", "Performed at"]
Widget.ColumnsToExport = {"Parent ID": "ChangeRequestId", "Performed at": "EventTime"}

// Widget 5: Change Approved
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'Approved')"
Widget.GroupBy = ["Change ID", "Approved on"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Approved on": "EventTime"}

// Widget 6: Change Rejected
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'Rejected')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 7: Planning Completed
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status history contains 'Pending Release')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 8: Change Scheduled
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Scheduled Start Time is not empty)"
Widget.GroupBy = ["Change ID", "[Timestamp of first Schedule update]"] // Note: This often corresponds to the 'Last Updated at' when the schedule fields were populated.
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "[Timestamp of first Schedule update]": "EventTime"}

// Widget 9: Implementation Started
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'In Progress')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 10: Implementation Completed
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status history contains 'Pending Review')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 11: Testing Completed
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status history contains 'Pending Review' OR custom testing status)"
Widget.GroupBy = ["Change ID", "[Timestamp for status change to review]"] // Use 'Last Updated at' corresponding to the status change.
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "[Timestamp for status change to review]": "EventTime"}

// Widget 12: Post-Implementation Review Done
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'Closed' AND [PIR field is populated])"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 13: Change Re-Opened
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status history contains 'Re-opened')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

// Widget 14: Change Closed
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'Closed')"
Widget.GroupBy = ["Change ID", "Closed at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Closed at": "EventTime"}

// Widget 15: Change Cancelled
Widget.Module = "Changes"
Widget.Metric = "Count of Changes (Filtered: Status is 'Cancelled' OR Status is 'Withdrawn')"
Widget.GroupBy = ["Change ID", "Last Updated at"]
Widget.ColumnsToExport = {"Change ID": "ChangeRequestId", "Last Updated at": "EventTime"}

Steps

Prerequisites: Ensure you have Python 3 installed on your system. Install the necessary libraries, requests for making API calls and pandas for data manipulation, by running the following command in your terminal: pip install requests pandas.
Obtain API Key: Log in to your Freshservice instance as an administrator. Navigate to your profile settings, find the API section, and generate a new API key. Copy this key securely, as you will need it for the script.
Configure the Script: Create a new Python file (e.g., extract_freshservice_changes.py). Copy the complete Python script provided in the query section into this file. Update the placeholder variables at the top of the script: FRESHSERVICE_DOMAIN (e.g., your-company.freshservice.com) and API_KEY with your credentials.
Set Extraction Period: Modify the UPDATED_SINCE_FILTER variable in the script to define the start date for the data extraction. This uses an ISO 8601 format (e.g., YYYY-MM-DDTHH:MM:SSZ). It is recommended to start with a recent period of 3-6 months.
Execute the Script: Run the script from your terminal using the command: python extract_freshservice_changes.py. The script will start fetching change and activity data from the Freshservice API, displaying progress as it processes each page of results.
Retrieve API Data: The script iterates through all change requests updated within your specified timeframe. For each change, it fetches its complete activity history. This may take a significant amount of time for large datasets due to API rate limits.
Transform Data into Event Log: The script processes the raw JSON response. It identifies specific events based on activity types and status changes, such as 'Change Request Created', 'Status changed to Closed', or 'Note added'. It then maps this information to the required event log structure, creating one row per identified activity.
Calculate Additional Attributes: After creating the initial event log, the script performs post-processing. It adds static columns like SourceSystem and LastDataUpdate. It also calculates the EndTime for each case by finding the latest EventTime for each unique ChangeRequestId.
Export to CSV: Once the script completes, it will save the final event log as a CSV file named freshservice_change_management_event_log.csv in the same directory where the script was run. This file is formatted for direct upload into a process mining tool.

Configuration

API Key: A Freshservice API key is required. The key should be associated with an administrator or a user profile that has comprehensive read access to the Change Management module.
Freshservice Domain: You must provide your organization's specific Freshservice domain, for example your-company.freshservice.com.
Date Range (UPDATED_SINCE_FILTER): This setting filters changes based on their last update time. To extract a complete history, you may need to run the script with a very early date, but for initial analysis, a range of 3-6 months is recommended to manage performance. A full historical load can be time-consuming and may encounter API rate limits.
Status Mappings: The script infers many activities from status changes (e.g., 'Implementation Started' from status 'In Progress'). These status names are hardcoded in the script. You may need to adjust these strings to match the custom statuses configured in your Freshservice instance.
Performance: The script fetches all activities for each change request individually. For an instance with tens of thousands of changes, the extraction process can take several hours due to the number of API calls and potential rate limiting.

a Sample Query python

import requests
import pandas as pd
from datetime import datetime, timezone
import time

class=class="hl-string">"hl-comment"># --- Configuration ---
class=class="hl-string">"hl-comment"># Replace with your Freshservice domain (e.g., class="hl-string">'your-company.freshservice.com')
FRESHSERVICE_DOMAIN = class="hl-string">"[YOUR_DOMAIN]"
class=class="hl-string">"hl-comment"># Replace with your Freshservice API Key
API_KEY = class="hl-string">"[YOUR_API_KEY]"

class=class="hl-string">"hl-comment"># Filter for changes updated since a specific date (ISO 8601 format)
class=class="hl-string">"hl-comment"># Example: class="hl-string">'2023-01-01T00:00:00Z'
UPDATED_SINCE_FILTER = class="hl-string">"2023-01-01T00:00:00Z"

class=class="hl-string">"hl-comment"># --- Script --- 
BASE_URL = fclass="hl-string">"https://{FRESHSERVICE_DOMAIN}/api/v2"

def get_all_changes(updated_since):
    changes = []
    url = fclass="hl-string">"{BASE_URL}/changes?updated_since={updated_since}"
    page = 1
    while url:
        print(fclass="hl-string">"Fetching changes page {page}...")
        try:
            response = requests.get(url, auth=(API_KEY, class="hl-string">'X'))
            response.raise_for_status()  class=class="hl-string">"hl-comment"># Raise an exception for bad status codes
            data = response.json()
            changes.extend(data[class="hl-string">'changes'])
            class=class="hl-string">"hl-comment"># Freshservice uses the class="hl-string">'Link' header for pagination
            if class="hl-string">'Link' in response.headers:
                url = response.headers[class="hl-string">'Link'].split(class="hl-string">';')[0].strip(class="hl-string">'<>')
            else:
                url = None
            page += 1
        except requests.exceptions.RequestException as e:
            print(fclass="hl-string">"Error fetching changes: {e}")
            if response.status_code == 429: class=class="hl-string">"hl-comment"># Rate limit exceeded
                print(class="hl-string">"Rate limit exceeded. Waiting for 60 seconds...")
                time.sleep(60)
                continue class=class="hl-string">"hl-comment"># Retry the same URL
            else:
                url = None class=class="hl-string">"hl-comment"># Stop on other errors
    return changes

def get_change_activities(change_id):
    activities = []
    url = fclass="hl-string">"{BASE_URL}/changes/{change_id}/activities"
    while url:
        try:
            response = requests.get(url, auth=(API_KEY, class="hl-string">'X'))
            response.raise_for_status()
            data = response.json()
            activities.extend(data[class="hl-string">'activities'])
            if class="hl-string">'Link' in response.headers:
                url = response.headers[class="hl-string">'Link'].split(class="hl-string">';')[0].strip(class="hl-string">'<>')
            else:
                url = None
        except requests.exceptions.RequestException as e:
            print(fclass="hl-string">"Error fetching activities for change {change_id}: {e}")
            if response.status_code == 429: class=class="hl-string">"hl-comment"># Rate limit exceeded
                print(class="hl-string">"Rate limit exceeded. Waiting for 60 seconds...")
                time.sleep(60)
                continue class=class="hl-string">"hl-comment"># Retry the same URL
            else:
                url = None class=class="hl-string">"hl-comment"># Stop on other errors
    return activities

def main():
    print(class="hl-string">"Starting Freshservice data extraction...")
    all_changes = get_all_changes(UPDATED_SINCE_FILTER)
    event_log = []
    total_changes = len(all_changes)
    
    print(fclass="hl-string">"Found {total_changes} changes to process.")

    for index, change in enumerate(all_changes):
        print(fclass="hl-string">"Processing change {index + 1}/{total_changes}: ID {change['id']}")
        change_id = change[class="hl-string">'id']
        requester_name = change[class="hl-string">'requester'][class="hl-string">'first_name'] + class="hl-string">' ' + change[class="hl-string">'requester'][class="hl-string">'last_name'] if change.get(class="hl-string">'requester') else None
        assigned_group = change[class="hl-string">'group'][class="hl-string">'name'] if change.get(class="hl-string">'group') else None

        class=class="hl-string">"hl-comment"># Base attributes for all events of this case
        base_event = {
            class="hl-string">'ChangeRequestId': change_id,
            class="hl-string">'ChangeStatus': change.get(class="hl-string">'status_name'),
            class="hl-string">'ChangeType': change.get(class="hl-string">'change_type_name'),
            class="hl-string">'ChangePriority': change.get(class="hl-string">'priority_name'),
            class="hl-string">'RequesterName': requester_name,
            class="hl-string">'AssignedGroup': assigned_group,
            class="hl-string">'RiskLevel': change.get(class="hl-string">'risk_name'),
            class="hl-string">'TargetCompletionDate': change.get(class="hl-string">'planned_end_date'),
            class="hl-string">'SourceSystem': class="hl-string">'Freshservice',
            class="hl-string">'LastDataUpdate': datetime.now(timezone.utc).isoformat()
        }

        class=class="hl-string">"hl-comment"># 1. Change Request Created
        event_log.append({
            **base_event,
            class="hl-string">'ActivityName': class="hl-string">'Change Request Created',
            class="hl-string">'EventTime': change[class="hl-string">'created_at']
        })

        class=class="hl-string">"hl-comment"># Fetch and process activities
        activities = get_change_activities(change_id)
        for activity in activities:
            activity_event_time = activity[class="hl-string">'performed_at']

            class=class="hl-string">"hl-comment"># 4. Note Added to Change
            if activity[class="hl-string">'activity_type'] == class="hl-string">'Note Added':
                event_log.append({
                    **base_event,
                    class="hl-string">'ActivityName': class="hl-string">'Note Added to Change',
                    class="hl-string">'EventTime': activity_event_time
                })
            
            class=class="hl-string">"hl-comment"># 5. Change Approved & 6. Change Rejected
            if activity[class="hl-string">'activity_type'] == class="hl-string">'Approval' and class="hl-string">'status_name' in activity[class="hl-string">'activity_data']:
                if activity[class="hl-string">'activity_data'][class="hl-string">'status_name'] == class="hl-string">'Approved':
                    event_log.append({
                        **base_event,
                        class="hl-string">'ActivityName': class="hl-string">'Change Approved',
                        class="hl-string">'EventTime': activity_event_time
                    })
                elif activity[class="hl-string">'activity_data'][class="hl-string">'status_name'] == class="hl-string">'Rejected':
                    event_log.append({
                        **base_event,
                        class="hl-string">'ActivityName': class="hl-string">'Change Rejected',
                        class="hl-string">'EventTime': activity_event_time
                    })
            
            class=class="hl-string">"hl-comment"># Process status changes and field updates
            if class="hl-string">'changes' in activity[class="hl-string">'activity_data']:
                previous_status_id = activity[class="hl-string">'activity_data'][class="hl-string">'changes'].get(class="hl-string">'status', [None, None])[0]
                new_status_name = activity[class="hl-string">'activity_data'][class="hl-string">'changes'].get(class="hl-string">'status', [None, class="hl-string">''])[1]
                previous_status_name = change[class="hl-string">'status_name_label_mapping'].get(str(previous_status_id))

                class=class="hl-string">"hl-comment"># 2. Approval Requested
                if new_status_name == class="hl-string">'Awaiting Approval':
                    event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Approval Requested', class="hl-string">'EventTime': activity_event_time})
                
                class=class="hl-string">"hl-comment"># 3. Risk Assessment Completed
                if class="hl-string">'risk' in activity[class="hl-string">'activity_data'][class="hl-string">'changes']:
                    event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Risk Assessment Completed', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 7. Planning Completed (Inferred)
                if new_status_name == class="hl-string">'Open' and previous_status_name == class="hl-string">'Awaiting Approval':
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Planning Completed', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 8. Change Scheduled (Inferred)
                if class="hl-string">'planned_start_date' in activity[class="hl-string">'activity_data'][class="hl-string">'changes'] or class="hl-string">'planned_end_date' in activity[class="hl-string">'activity_data'][class="hl-string">'changes']:
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Change Scheduled', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 9. Implementation Started (Inferred)
                if new_status_name == class="hl-string">'In Progress':
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Implementation Started', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 10. Implementation Completed (Inferred)
                if new_status_name == class="hl-string">'Pending Review':
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Implementation Completed', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 11. Testing Completed (Inferred)
                if new_status_name == class="hl-string">'Testing Complete': class=class="hl-string">"hl-comment"># This status name may need customization
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Testing Completed', class="hl-string">'EventTime': activity_event_time})
                
                class=class="hl-string">"hl-comment"># 12. Post-Implementation Review Done (Inferred)
                if new_status_name == class="hl-string">'Pending PIR' and previous_status_name != class="hl-string">'Closed': class=class="hl-string">"hl-comment"># Example status, might need adjustment
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Post-Implementation Review Done', class="hl-string">'EventTime': activity_event_time})
                
                class=class="hl-string">"hl-comment"># 13. Change Re-Opened
                is_reopened = (previous_status_name in [class="hl-string">'Closed', class="hl-string">'Cancelled']) and (new_status_name not in [class="hl-string">'Closed', class="hl-string">'Cancelled'])
                if is_reopened:
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Change Re-Opened', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 14. Change Closed
                if new_status_name == class="hl-string">'Closed':
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Change Closed', class="hl-string">'EventTime': activity_event_time})

                class=class="hl-string">"hl-comment"># 15. Change Cancelled
                if new_status_name == class="hl-string">'Cancelled':
                     event_log.append({**base_event, class="hl-string">'ActivityName': class="hl-string">'Change Cancelled', class="hl-string">'EventTime': activity_event_time})

    if not event_log:
        print(class="hl-string">"No events were generated. Check your filters and API permissions.")
        return

    df = pd.DataFrame(event_log)

    class=class="hl-string">"hl-comment"># Post-processing
    df[class="hl-string">'EventTime'] = pd.to_datetime(df[class="hl-string">'EventTime'])
    df = df.sort_values(by=[class="hl-string">'ChangeRequestId', class="hl-string">'EventTime']).drop_duplicates()

    class=class="hl-string">"hl-comment"># Calculate EndTime
    end_times = df.groupby(class="hl-string">'ChangeRequestId')[class="hl-string">'EventTime'].max().to_dict()
    df[class="hl-string">'EndTime'] = df[class="hl-string">'ChangeRequestId'].map(end_times)

    class=class="hl-string">"hl-comment"># Reorder columns
    column_order = [
        class="hl-string">'ChangeRequestId', class="hl-string">'ActivityName', class="hl-string">'EventTime', class="hl-string">'SourceSystem', class="hl-string">'LastDataUpdate', class="hl-string">'EndTime',
        class="hl-string">'ChangeStatus', class="hl-string">'ChangeType', class="hl-string">'ChangePriority', class="hl-string">'RequesterName', class="hl-string">'AssignedGroup', class="hl-string">'RiskLevel',
        class="hl-string">'TargetCompletionDate'
    ]
    df = df[column_order]
    
    class=class="hl-string">"hl-comment"># Save to CSV
    output_file = class="hl-string">'freshservice_change_management_event_log.csv'
    df.to_csv(output_file, index=False, date_format=class="hl-string">'%Y-%m-%dT%H:%M:%S.%f%z')
    print(fclass="hl-string">"Extraction complete. Event log saved to {output_file}")

if __name__ == class="hl-string">'__main__':
    main()

Your Change Management Data Template

Your Change Management Data Template

Change Management Attributes

Change Management Activities

Extraction Guides

Freshservice Analytics Raw Data Export

Steps

Configuration

a Sample Query config

Python Script Extraction via Freshservice REST API

Steps

Configuration

a Sample Query python

Ready to Get Started?

Stop Failed Changes: Elevate Freshservice Management Now

Your Change Management Data Template

Your Change Management Data Template

Change Management Attributes

Change Management Activities

Extraction Guides

Freshservice Analytics Raw Data Export

Steps

Configuration

a Sample Query config

Python Script Extraction via Freshservice REST API

Steps

Configuration

a Sample Query python

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Ready to Get Started?

Stop Failed Changes: Elevate Freshservice Management Now