This documentation supports the 18.05 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Managing release tickets

Any Smart IT user with at least the release viewer permission can access and view release tickets. The information in this section describes how you can access release tickets, activity tickets, and task tickets, and relate change requests to a release. 


To access release tickets, activity tickets, and task tickets

You can access release tickets, activity tickets, and task tickets in the following ways:

  • You can access and view release tickets by performing a global search, or you can filter release tickets from the Ticket Console. The following image shows an example of a release ticket found through a global search.

  • You can access activity tickets from the global search or from the release ticket to which they are related. You cannot search for activity tickets from the Ticket Console.
  • You can access task tickets from the Ticket Console, and from the activity to which they are related.
  • When you chat from any ticket, you cannot search for activity tickets from the Chat window. You must use the chat option available on the activity ticket.

Note

Smart IT gives you a simplified interface, compare to Remedy IT Service Management. Some options that are available in Remedy IT Service Management are available in Smart IT in a different section. For example, in Remedy IT Service Management, if you add an attachment or work note in the Work Detail tab of a Release ticket, in Smart IT, that attachment or work note may appear in the Documents section.


To add change requests to the release

When editing a release, you can also create related change requests from the Release plan tab of the release ticket.

  1. On the Release Plan tab, select the milestone to which you want to add the change request.
  2. Click + Create Change Request to create and relate change requests to the selected milestone.
  3. Select one of the following options to create activity:
    • From Template: On the Use a Template pane, search and select a template, and save the change request.
    • From Scratch: On the Create Related Change Request from Release page, specify change request details and save.
    The change request is created and added to the release plan.

To relate release tickets, activity tickets, and task tickets

If existing tickets, assets, and outages have an impact on the release ticket, you can relate them to the release ticket by using the Related Items tab in the release profile.

  1. On the Related Items tab, click +Related Existing Item
  2. From the Relate Items pane, select an item type and click Search.
  3. From the search results, select an item and click Save.

To relate existing change requests

If existing change requests have an impact on the release ticket, you can relate them to the release ticket by using the Related Items tab in the release profile.

  1. On the Release Plan tab, click +Related existing Change Request.
  2. From the Relate existing Change Request pane, select an item type and click Search.
  3. From the search results, select a change request and click Save.
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