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Required Permission(s)
Agents with any one of the Team level permissions listed below will be able to create a release in service desk,
1. Create Releases in Associated Teams
- Agents with this permission can create a release in any of the Team(s) and Assignment Groups to which they are part of.
- This is a Team level permission.
2. Create Releases in unassociated assignment groups in a Team
- Agents with this permission can create a release in any of the unassociated Assignment Group(s) in a Team(s), to which they are part of.
- This is a Team level permission.
3. Add Related Tickets
- Agents with this permission can add Service Request(s), Incident(s), Problem(s) and Change(s) to a Release ticket from the Related tab of the Release details page.
- This is a Team level permission.
4. Create Releases in unassociated Teams
- Agents with this permission can create a release in any of the unassociated Team(s)
- This is a Account level permission.
How to create a Release in Service Desk?
Release can be raised by agents by following the steps explained below.
1. Login to your Service Desk account as an Agent.
2. Click on the +New button on the product header. (top right corner)
3. Click on Release from the dropdown displayed.
4. A New Release form will open up in a right panel.
The following fields will be displayed in the create form to capture information related to the release,
| FIELD NAME |
DESCRIPTION |
|
Look up existing requester |
If the requester is already available in the Service Desk then you can search for the requester here. - Search can be done using Requester Name or Email or Phone. - Dynamic results will be provided based on the search keyword. - Clicking on a requester in the dropdown will automatically populate the required requester fields |
|
Look up requesters using custom fields |
Existing Requesters can be searched based on a custom field. Choose the Requester field and then continue to search. |
| REQUESTER DETAILS SECTION | |
|
Full Name* |
Full Name of the Requester |
|
Email Address* |
Email address of the Requester |
|
Phone Number |
Phone Number of the Requester |
|
RELEASE DETAILS SECTION |
|
|
Team* |
Choose the Team to which the release should be assigned to |
|
Subject* |
Provide a short summary of the release |
|
Description* |
More elaborate details on the release can be specified here |
|
Impact* |
Specify the impact of the release to the business services or other services. Default value: Medium |
|
Urgency* |
Specify the urgency. This denotes how fast the release needs to be implemented. Default value: Medium |
|
Priority* |
Specify the priority. Default value: Medium |
|
Status* |
Specify the status of the release. Default value: New |
| Risk* |
Specify the risk. Default value: Medium |
|
Assignment Group |
Choose the Assignment Group to which the release should be assigned to. List of groups within a team will be listed here. |
|
Assignee |
Choose the Assignee who should be assigned to the release. |
|
Due By (Date and Time) |
Select the due by date and time for the release. |
| Asset | Choose the assets related to the release here. |
|
Release Custom Fields |
The custom fields configured for the release ticket type for the respective team will be listed here. |
*mandatory fields. These fields can also be customized under Manage > Forms.
5. Once the required details are provided click on the Create Release button.
6. A new release record will be created based on the information provided and you will be directed to the Release details page.
