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Create and Approve Releases

Releases are the implementation of incidents and changes into services. When incidents are resolved and changes are completed, they are ready to be deployed to customers. Releases provide a way of tracking when incidents and changes are implemented and who is responsible for aspects of the release process. Service Desk release forms are designed to enable the following development process: planning, approval, testing and deployment.

Topics in this article:

Create a release and fill out the plan tab

Submit a release for approval

Approve a submitted release

Create a release and fill out the plan tab

Agents can log in to the Service Desk web application to create and track releases.

1. Log in at http://desk.gotoassist.com.

2. Go to Release > New Release.

3. Select the service under which the release should be created.

4. A new record form is created whenever a release is added to a service. Release records use the same basic layout as other record forms and can be filled out as follows:

Summary

The summary section lists all the basic information about the record, including the following:

  • Service – The service to which the record belongs

  • Record ID – The individual ID used to distinguish between records

  • Owner – The technician who created the record

  • Title – The title of the record

  • Assignee – The technician to whom the record is assigned

  • Priority – The priority level assigned to the record

  • Due live – The date that the change are release is scheduled to be finished, as selected by the technician

  • Custom Fields – Any custom fields created under service settings

Plan tab & Status

The Plan tab lists all the content needed for development to be done, including the following:

  • Submit Plan Due Date – The date by which the plan tab of the record form should be submitted to an approver

  • Type – The record's type (as configured by an administrator under service settings)

  • Custom Fields – Any custom fields created under service settings

  • Release Component – A space to explain what part of the service is being released (e.g., broker, endpoint)

  • Discussion – A space to include any further details, discuss the development of the record and include updates as development continues; comments can be prevented from appearing in the Customer Portal by selecting the "Hide from customers" check box

  • Release Instruction – A space to detail the release plan for the team

  • Backout Plan – A space to explain the release backout plan if something does not go as planned

  • Assignee – The technician to whom the record is assigned

  • Watchers – The watchlist is a list of individuals and groups who are "watching" a particular record (click x person watching. Invite more... link to modify list); when the "Notify watchlisted" check box is selected when a record is saved, watchlisted individuals and groups receive notifications about the changes

  • Notify watchlisted – When this box is selected, all watchlisted individuals will receive a notification about the changes; in addition, technicians can add a particular group to receive the notification on a per-record basis (without being added to the watchlist)

  • Submit for approval – When the change plan is ready to be submitted to an approver to be declined or approved (see Submit Changes for Approval for more information)

  • Close – Closing a record means that there is no more work to be done and the record is completely finished

Tasks tab

Each record can have an unlimited number of tasks assigned to it. See Add Tasks for more information.

Linked Items

Service Desk allows records to be linked to customers, configuration items and other records. This helps ensure that related items are easily visible and the connections between them and other items within Service Desk are visible. Use this space to link all the incidents and changes that are included in a release to have an easy record of each releases contents.

  • Link customers – Use the search box to find and select customers who are affected by or related to the record (only 1 customer may be linked to each record).
  • Link incidents – Click the Add icon to link related incidents to the record, then select "search existing" or "create new." There is also an option to include the incident's symptom and resolution within the link (visible by clicking it).
  • Link problems – Click the Add icon to link related problems to the record, then select "search existing" or "create new." There is also an option to include the problem’s symptom and resolution within the link (visible by clicking it).
  • Link knowledge articles – Click the Add icon to link related knowledge articles to the record, then select "search existing" or "create new." There is also an option to include the knowledge article's discussion and resolution within the link (visible by clicking it).
  • Link changes – Click the Add icon to link related changes to the record, then select "search existing" or "create new."
  • Link releases – Click the Add icon to link related releases to the record, then select "search existing" or "create new."
  • Link affected items – The affected items section automatically includes the record's service and linked customers; in addition, related configuration items (CIs) can be linked by clicking the Add icon .

Tags

Tags are arbitrary labels that can be added to any record using the text field. Technicians can click a tag to see a list of results that includes all records with that tag, which can be filtered by state and service.

Time

Service Desk provides a time-recording functionality that enables technicians to log the time spent working on records, as well as access visualizations of the work completed and generate reports. Time management can be accessed by selecting Service Desk > Time.

Time users and time administrators can log time spent working on a record under the Time section. They can also click View All to see the full time log history for the individual record.

5. If desired, fill out the Test tab and Deploy tab. See Test Releases and Deploy Releases for more information.

6. Click Save when finished. See Submit a release for approval for next steps.

Submit a release for approval

Since deploying releases has a direct impact on services and the customer experience, each release should be approved before being moved forward.

1. Create a release and fill out all fields.

2. Click the ? icon next to Submit for Approval.

3. Select 1 or more release approvers who must decline or approve a release plan before development can continue. Selecting 2 or more release approvers means that a response is required for all of them. All release approvers will be sent an email stating that this release has been submitted for approval (unless the release owner was an approver themselves).

4. Click Submit for Approval. The status will be modified to "Release currently being reviewed for approval."

5. If the release is approved, see Test Releases for next steps. If it is declined, see Close and Delete Releases for next steps.

Approve a submitted release

Note: This feature is available for release approvers on the service only.

1. Open the release that needs to be reviewed.

2. Review the release plan, then click Decline or Approve.

  • Clicking Decline will prompt a "Decline Release" text box. Enter the reason for declining the release, then click Save. See Close and Delete Releases for next steps.

  • Clicking Approve will cause a "Release Approved" message to appear at the top, and the Plan tab to change to "Approved." See Test Releases for next steps.

 

Related

Use Releases and Release Management

Test Releases

Deploy Releases

Close and Delete Releases