ποΈ Overview
What is a Release?
ποΈ Use Case
Stark Industries uses multiple software for their day-to-day business requirements. These Software need to be upgraded as and when the new releases arrive. To do so, the ServiceOps Release Management helps in managing, planning, scheduling, and deploying the software by going through the various phases of the release management lifecycle. It involves the below steps:
ποΈ Release List View
The Release List View allows technicians to track and manage all the releases at one place.
ποΈ Creating a Release
You can create a new release when planned. You can create it directly into the system when you are logged in. To create a release,
ποΈ Release Details Page
To view the Release Details page, click on the subject of the release or View Details page icon as shown below:
ποΈ Assigning and Claiming a Release
When a release is created, the default status is Unassigned. The release needs to be assigned to an agent before one starts working on it. You can assign a release using two approaches:
ποΈ Updating a Release
When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the release:
ποΈ Release Workflow
Workflow Introduction
ποΈ Planning a Release
In the planning stage, you store the high level details about the release. For e.g. in an IT organization, the release schedule and rollout can have different dates. Also, one should be aware about the plans and impact before initiating the release.
ποΈ Collaboration
In the Collaboration tab, you can make notes and collaborate for the release. The tab is at the bottom of the details view of a release.
ποΈ Asking for Approval
An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the release. For some, the approvals can be mandatory to process a release.
ποΈ Tasks
The tasks are the activities required to release an application. Creating tasks is not mandatory but a convenient feature to effectively work on a release. You can add tasks, assign technicians, and set due date for it.
ποΈ Adding Relations
Sometimes a release is very complex and you may want to divide it into simpler requests, problems, change, release, asset, knowledge, and project categories. Also, you may find other similar releases and itβs a good idea to associate all these.
ποΈ SLA
The SLA tab displays the history details of the all the SLAs and UCs applied to the tickets. It displays details like name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.
ποΈ Adding Work Log
The Work Log tab allows the analysts to record the activities they performed (along with the time frame).
ποΈ Audit Trail
Audit Trail displays all the actions that you and other technicians have performed. This tab is common at all places in the system. When you are on the details page of any release ticket, it displays the concerned activity logs only.
ποΈ Notifications
You can send custom email messages to a single and a group of people (stakeholders). This helps them to understand the progress and blockers in the resolution process. The Notifications tab displays a list of sent emails (1) and allows you to send new emails using the Send Email button (2) as shown below.
ποΈ Closing a Release
You can close a release from the details page by clicking on the Close Release button. A confirmation message appears. Click Yes to continue or No to discard the action.
ποΈ Reopening a Release
After a release is deployed, you may have closed the ticket once it is completed. But, in some cases, if any changes are required to be made then the closed release needs to be reopened.
ποΈ Archiving a Release
Archiving Release from List Page
ποΈ Restoring Release
ServiceOps provides a functionality for restoring the archived releases.