Required Permission(s)

Depending on the action that needs to be performed there are multiple team level permission(s) related to release ticket type which needs to be enabled in order to view, create, modify and perform actions over a release. Refer to this article on the list of permissions and its functional aspects.

 

The information in the details page is structured as following
1. Release Details Card
2. Main Tabs
3. Release - Related Information

4. Actions

Release Details - Card

The card view provides a simple as well as quick view on the various properties of an release in a simple card format.

Following are the details that will be available in the card 

1. Release ID: The auto generated ID of the release

2. Subject and Description 
3. Status: The current status of the release with the respective color code

4. Created date

5. Assignee: Full name of the agent to whom the release is assigned

6. Assignment Group: Title of the Assignment Group to which the release is assigned

7. Raised By: Full Name of the Requester

8. Priority: The priority assigned to the release.

9. Team: Team to which the release is assigned to

10. Due By: Due date set for the release

11. Subscribe

• The star symbol indicates whether you have subscribed to the release or not. 
• Click on the Star icon to subscribe to an release quickly.
• If you have subscribed to an release, the star will be highlighted in yellow.

12. More Actions
An agent can perform some quick actions on an release even without going into the release details page using the more actions. They are

13. Instant Actions on Card

The below-mentioned entities can be updated just by clicking on the respective action areas on the card which will open a popover where you can choose a different value which will be saved instantly. Refer to the screen below.

• Change Status
• Change Priority
• Change Assignment Group
• Change Assignee
• Change Due Date
• Change Due Time

Release Details Page - Tabs

All the key information related to the release like Summary, Messages, Tasks, Assets, Activity will be available in the details page as respective tabs.

The main tabs that will be available in the release details page are,
1. Summary
2. Messages
3. Tasks
4. Assets
5. Activity

1. Summary Tab

Planning
1.1. Impact Details
[What is the impact of this release?]

This section can be used to explain the following related to a Release 

• Technical Impact: Changes to infrastructure, code, dependencies, etc.
• User Impact: How users will be affected, including new features, changes to existing functionality, and potential disruptions.
• Business Impact: Expected impact on key metrics, business processes, and overall goals.
• Stakeholder Impact: How different groups (e.g., customers, employees, partners) will be affected.
• Organizational Impact: Changes to internal processes, communication needs,

1.2. Roll Out Plan

[How do you like to implement this release?]

This section can be used to explain the following related to a Release

• Release Stages: Phases of the rollout (e.g., beta testing, gradual deployments, full release).
• Target Audiences: Who will receive the release at each stage and in what order.
• Communication Plan: How stakeholders will be informed and prepared for the release.
• Deployment Strategy: Methods used to deploy the release (e.g., manual deployment, continuous delivery pipeline).
• Rollback Strategy: How to revert to a previous version if needed.
• Success Criteria: What defines a successful rollout.

1.3. Back Out Plan
[How do you plan to revert the release if needed?]

This section can be used to explain the following related to a Release

• Rollback Triggers: When and under what circumstances would a rollback be necessary.
• Rollback Procedures: Specific steps to revert the release, including data rollback and system changes.
• Rollback Responsibilities: Who is responsible for executing the rollback plan.
• Rollback Testing: Verification of the rollback process to ensure its effectiveness.
• Communication Plan for Rollback: How stakeholders will be informed about a rollback and its impact.

1.4. Test Plan
[How do you like to test this release?]

This section can be used to explain the following related to a Release

• Testing Types: Different testing methods employed (e.g., unit tests, integration tests, user acceptance testing).
• Test Coverage: What aspects of the release will be tested and to what extent.
• Testing Tools and Resources: Software, hardware, and personnel used for testing.
• Test Criteria: Standards that need to be met before considering the release ready.
• Defect Management Process: How issues identified during testing will be tracked and resolved.

Messages Tab

All the conversations and messages(Replies) related to the release between the agent and the requester will be displayed here. All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the release will be displayed here.

The message card displayed will provide the following details
Message content 

• Message and Replies from the Requesters

Replies sent by the agents(s)

• Private Notes added by the agent(s)

Owner of the Message

• Clicking on the name will show the email address of the user.
• Message Creation Date and Time [Actual or Relative]

Other recipients 

• Email address of the users who were notified of the Reply [cc and bcc emails]

Private Note tag: 

• Private notes will have this tag in the top right corner
• They will be highlighted in Yellow to differentiate it from the the Ticket replies(which will be in white)

Alert sent to

• Email address of the users who were notified of the Private Note

Edit button 

• For the agent to edit the message content 
• Agent can update both Requester message as well as Replies and Private Notes
• Permalink of the Message

Tasks tab

Agents can add their checklist or task to-dos for the release here. This will help them to keep track of the activities that need to be done for resolving the release.

• Click on +Add Task button
• Provide the Task Name, Assignee and Due Date & Time in the task popover displayed and click on Add, this will add a new task into the Tasks tab.
• Checkbox: You can mark a task as complete by clicking on the checkbox provided.
• Edit and Delete actions can also be done by clicking on the respective action icons displayed at the rear end. 
• A release cannot be closed until all the tasks are marked complete. 
• However, you can also create or edit the tasks even after a release is closed. 

Assets tab

You can link the assets related to the release in this section

• Click on +Link Assets button
• This will open a right panel, here you can search for an asset using a keyword
• Assets will be listed will Name, Used By and Asset Status
• Select the required asset and click on the Link Assets button.
• Assets will be listed in the Assets tab.
• Agents can quickly view the details on the Asset by clicking on the Collapse icon (⏵) 
• Assets can be unlinked by clicking on the Delete icon

Activity tab

• The complete audit log of the release will be available here
• All the conversations, replies, private notes, automation messages, actions and updates done with respect to the release will be recorded and updated in this tab. 

Release - Related Information

The right section in the release details page displays the following information in separate card(s).

1. Release Information
2. Time Spent
3. Tags

Release Information

• All the release - system and custom field properties will be displayed here.  
• You can click on each field to update it individually or
• They can click on the Edit All button to enable the edit mode of the fields and make the updates required and then click on Save.

Tags

• The tags associated with the release will be displayed here.
• You can add or remove tags associated with the release by clicking on the +Edit button on the card.
• Search existing tags or add new tags to the release and click on Save.
• You can click on the x icon next to the tags to unlink it from the release and click on Save.

Other Actions

Custom Field Search

• Clicking on this search field will list the Requester and Release Custom Fields

• Once you choose a field, it will be highlighted in the respective section.

• This will be helpful for the agent to find or to update a certain information in the release.

Reorder Sections

• You can reorder the various cards(s) on the right side based on your need and priority by clicking on the Reorder floater button at the bottom.
• This will initiate the reordering mode of the cards.
• Click and Drag the reordering icon on the cards to your desired order and then click on Save.
• The ordering of the cards will be saved and will be retained whenever you navigate to the Details page.   
• This is a user level customisation. The reordering done will not affect or reflect for the other agents.