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How to create a Release?
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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,



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.


Full Name*

Full Name of the Requester 

Email Address*

Email address of the Requester

Phone Number

Phone Number of the Requester




Choose the Team to which the release should be assigned to


Provide a short summary of the release


More elaborate details on the release can be specified here 


Specify the impact of the release to the business services or other services.

Default value: Medium


Specify the urgency. This denotes how fast the release needs to be implemented. 

Default value: Medium


Specify the priority.
Denotes how the team should prioritize the release. This basically depends on both Impact and Urgency. 

Default value: Medium


Specify the status of the release.

Default value: New


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.


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.

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