For the ITIL® process "Release Management", the release ticket usually summarizes all changes that are to be released with the release. Via the function of parent and child tickets, an entire tree of linked tickets can thus be assigned to a release and, if necessary, sub-releases can be assigned to a parent release again.
The process "Release Management" is also available as a view with the same name for the tickets. The view contains special fields that are important for the release. In addition, the list of approvals can be seen in the referenced information (expanding a ticket within the list).
The release ticket corresponds to the standard ticket form structure, with the following differences:
The "Planning" section is displayed and contains the following additional fields:
•Total planned effort (h): shows the effort in hours that was estimated in advance for the implementation of the release
•Total booked effort (h): shows the sum of the recorded times on the release ticket
•Implementation from: time at which the implementation should start
•Implementation to: time by which the release is to be implemented (there is no dependency on the SLA calculated, if applicable).
•Determine Release Contents: copies all attachments from the assigned child tickets (Attention: existing attachments from the release ticket will be overwritten by this).
The "Properties" section contains the following additional fields and functions:
•Risk: Assessment of the risk for the implementation of this release
•Impact (optionally activated by the admin): Impact of the release on the company. In a release, the impact is calculated by default using the number of child tickets or the criticality of the affected assets/CIs. The administrator can change this setting, if required.
•Probability (optionally activated by the admin): probability of occurrence of the risk
The "Solution" section contains the following additional fields and functions:
•Implementation result: documents the result of the implementation. The options are "Successful", "Plan rollback" or "Rollback performed". The rollback is required if the implementation of the release was not successful and the state before the implementation must be restored. If "Rollback performed" is selected, a mandatory field ("Rollback Info") for a text comment appears. If rollback tasks have been defined for the release in the ticket template, they will be created automatically in the task list. These are used to describe the recording of tasks for the rollback in the same way as the recording of tasks for the implementation of the release.