Approving a release request

Your organization's policies might require release requests to be approved by a manager or other team members. The release approver reviews that the release request implementation does not adversely impact any other assets, that there are no conflicts in its schedule, and so on, and then approves the release request. After the release approver approves the release request, it moves to the next stage.

Approval processes provided out-of-the-box for Release Management

Release Management is installed with default approval processes designed for global use.

Approval process (phase)	Definition
Initiate	The Initiate phase starts when the release request is placed in Initiation Approval status. If the release request is approved, the request moves to the Registered status. If the release request is rejected, its status changes to Rejected. If there are no approvers defined for the request (that is, if no approvers are mapped to the Initiate approval phase), its status changes to Registered and it requires the release coordinator to move the request forward.
Planning	The Planning phase starts when the release request is placed in Planning Approval status. If the release request is approved, it moves to the In Progress status. If no approvers are mapped to the Planning phase, the release request moves to the In Progress status and it requires the release coordinator to move the request forward. If the request is rejected, it moves to the Rejected status.
Build	The Build phase starts when the release request is placed in Build Approval status. If the release request is approved, it moves to the In Progress status. If no approvers are mapped to the Build phase, the release request moves to the In Progress status and it requires the release coordinator to move the request forward. If the request is rejected, it moves to the Rejected status.
Test	The Test phase starts when the release request is placed in Test Approval status. If the release request is approved, it moves to the In Progress status. If no approvers are mapped to the Test phase, the release request moves to the In Progress status and it requires the release coordinator to move the request forward. If the request is rejected, it moves to the Rejected status.
Deployment	The Deployment phase starts when the release request is placed in Deployment Approval status. If the release request is approved, it moves to the In Progress status. If no approvers are mapped to the Deployment phase, the release request moves to the In Progress status and it requires the release coordinator to move the request forward. If the request is rejected, it moves to the Rejected status.
Close Down	The Close Down phase starts when the release request is placed in Close Down Approval status. If the release request is approved, it moves to the Completed status. If no approvers are mapped to the Close Down phase, the release request moves to the Completed status. If the request is rejected, it moves to the Rejected status.

Before you begin

To efficiently conduct reviews, the administrator must configure review settings in Mid Tier. For details, see Configuring-change-and-release-review.

To approve a release request in BMC Helix ITSM, you must have permissions to view the release request in BMC Helix ITSM. Otherwise, the release request can be approved by using Approval Central or email-based approvals. For more information, see Release-Management-roles-and-permissions.

To authenticate yourself as a release request approver

You might be prompted to authenticate yourself as a release approver.

Based on whether BMC Helix Single Sign-On is integrated or not, you must do one of the following to authenticate yourself as the approver by using your BMC Helix ITSM login credentials and submit your review:

If BMC Helix Single Sign-On is integrated with BMC Helix ITSM, the system redirects you to the BMC Helix Single Sign-On authentication page. You must login using your BMC Helix ITSM login credentials.
If BMC Helix Single Sign-On is not integrated with BMC Helix ITSM, click Show Approvers on the approval banner to open the Approval list window where you can login by using the BMC Helix ITSM password.

To review and approve a release request

When a release request is submitted for approval, the approver receives a notification about it. An approver can also search for release requests requiring approval by using filters in the Ticket Console (for example, Ticket Type = Release, and To be approved by = Me).

A direct approver takes the following steps to approve the release request:

Open the release request.
Enter the approval reason in Rational for approval.
The administrator can configure the Rational for approval field as mandatory. For more information, see Configuring approval process.
If the Password field is displayed, enter the value in the Password field.
Important
You do not see the Password field in the following situations:
- If you are authenticated by using BMC Helix SSO, you do not see the Password field, you enter the user id and password from the login screen.
- If your administrator has not configured the Password field as mandatory in the release approval process. For more information, see Configuring approval process.
Click Approve.
You can similarly reject or hold a release request.
Important
You can relate items to a release request during the approval phase unlike in change requests. If a change request is in approval phase, you can not relate any items to the change request.

To see the list of approvers

On the release request, click More > Approval list.
Approval list.png

Alternatively, on the release request, in the approval banner, click Show Approvers to view the Approval list window.

Approval list2.png

Important considerations about the All pending approvals and the My pending approvals filters are given below:

Depending on the value specified in If multiple approvers option on the AP:Role form in BMC Helix ITSM, the system identifies the approvers in the Approvers column.
On the AP:Role form, when the If multiple approvers option is set to One must sign, then one of the members of the support group and all the individual approvers must review and approve the release request.
On the AP:Role form, when the If multiple approvers option is set to All must sign, then all the members of the support groups and all the individual approvers must review and approve the release request.
Individual reviewers and support groups with single member are by default listed in the Approvers column.
When one of the members of the support group keeps the release request on hold, the Approval list window still displays names and details of reviewers from the support groups. Other pending reviewers can review the release request.
When one of the members of the support group approves the release request, the approver and other members of that support group are moved under the Closed approvals filter. Reviews by the other reviewers of that support group are bypassed.
When an approver rejects the release request, all the pending reviewers are automatically moved under the Closed approvals filter. The release request is moved to the Reject status, and it is not passed to the next status. The rejected release request can be resubmitted later.
When you restart the same release request, the system displays the milestone and the status of the request before it was rejected. For example, if the release request is rejected when in the Planning Approval status, the release request can be resumed from the Planning Approval status.
When a reviewer belongs to multiple support groups that are configured for reviewing the release request. In this case, the support group name is displayed on the basis of the first match group. It could be any group. The system selects the first match group out of the groups assigned for review to which the user belongs.

Alternate approvers

You can designate alternate approvers by using the Approval Administration Console in BMC Helix ITSM.

Like primary approvers, alternate approvers can also receive notifications about release requests requiring approval. These release requests appear in the Updates feed on the Dashboard. Alternate approvers can locate release requests that require approval by using filters in the Ticket Console.

If you are both a primary and alternate approver for a release request, of if you are an alternate approver for more than one person, your "signature" might be needed more than once. When you make your decision (approve, reject, and hold), it applies to all of the approvals under your name for that release request.

Tip

To see which approvals were completed by alternates, select the Closed approvals filter from the the Approval list.

To review and approve a release request as an alternate approver

If you are an alternate approver, an override approver, a global override approver, or an ad hoc approver, you approve the release request in the Approval list window.

Open the release request.

Click Show approvers.
In the Approval list, you can filter the release request by using the following filters:

Filter	Description
My pending approvals	Lists all the approvals for which you are the approver. When you use this filter, the option to approve, reject, or hold the release request is displayed.
All pending approvals	Lists all the pending approvals. When you use this filter, the option to approve, reject, or hold the release request is displayed.
Closed approvals	Lists all the approvals that are closed.
All approvals (Preview only)	Lists all the approvals.

Select the entry that you want to approve.
Enter the approval reason in Rational for approval.
The administrator can configure the Rational for approval field as mandatory. For more information, see Configuring approval process.
If the Password field is displayed, enter the value in the Password field.
Important
You do not see the Password field in the following situations:
- If you are authenticated by using BMC Helix SSO, you do not see the Password field, you enter the user id and password from the login screen.
- If your administrator has not configured the Password field as mandatory in the release approval process. For more information, see Configuring approval process.
Click Approve.
You can similarly reject or hold a release request.
Click Close.

Ad hoc approvers

Individuals and groups can be added as ad hoc approvers to a release request, in addition to the approvers that are selected by any configured approval processes. Ad hoc approvers can only be added to an active approval process where there are still pending approvals. This functionality helps to ensure that all relevant signatures are obtained.

The ability to add ad hoc approvers to a release request is limited to:

Any user with Release User permissions that belongs to the assigned Release coordinator or Release coordinator support group
Any user with Release Master permissions

You can select individual approvers who have an active People record with a login ID. The user does not need to be a member of a support group or have the Release Approver functional role to be added as an approver. For group approvers, at least one member of the group must be a member of a support group and have the Release Approver functional role.

Ad hoc approvers are notified immediately of the pending approval request, which is handled as a separate approval signature. The release request cannot move past the approval phase until each ad hoc approval is completed, along with any approval that is mapped to the release request through a configured approval process.

To add ad hoc approvers

In the Approval list, Click + Add approver.
Perform one of the following steps:
- Select Individual to add a person as an approver.
- Select Group to add a support group as an approver.
In the Approver field, enter the name of the approver that you want to add.
Click Add.

Instructions for classic interfaces

View instructions for classic Smart IT

To view details of other approvers

When you open a release ticket that you have to review, an approval banner is displayed on the ticket.
On the banner, click Show approvers to access the Approval List pane.
On that pane, you can view the details of other approvers, and any reviews they have provided for the ticket or article. The Open tab displays details of those approvers who have not reviewed the ticket or article, or have kept it on hold. The Open tab also indicates mandatory and optional reviewers. The Closed tab displays details of the approvers who have approved the ticket or article.

Scenario for reviewing a release ticket

At a minimum, an approver must have permission to access and view release tickets in BMC Helix ITSM. Otherwise, approvers can review tickets in Approval Central or provide email-based approvals.

In BMC Helix ITSM, if the administrator has enabled password authentication for the review phase, then you must enter your BMC Helix ITSM password to authenticate yourself.

Open the ticket that is assigned to you for review.
A banner displays approve, reject, or keep it on hold options, and an option to view review details.
Depending on the platform, perform the appropriate step to refresh the ticket or article:
- (UC) Click Refresh .
- (Mobile) Pull down the ticket screen.
Based on your review, click the appropriate button on the banner.
Authenticate yourself as the reviewer.
To authenticate yourself if BMC Helix Single Sign-On is not integrated with BMC Helix ITSM, follow these steps:
1. Enter your BMC Helix ITSM login password in the Login password field.
2. Provide a reason for your review.
3. Submit your review.
To authenticate yourself if BMC Helix Single Sign-On is integrated with BMC Helix ITSM, follow these steps:
1. Provide a reason for your review.
2. Submit your review.
  You are directed to BMC Helix Single Sign-On login page.
3. Enter your BMC Helix ITSM login credentials to authenticate yourself.

After authenticating the approver, the system accepts the review.

Depending on the approver's review, the following actions are performed:

If approved	If rejected	If on hold
The release request gets published.	The release request moves to the draft status, or to the status that is configured in BMC Helix ITSM. It will again go through the lifecycle for possible improvements.	The release request remains in the publish approval state. Other approvers can review it.

View instructions for Mid Tier

Release Management approvals are similar to the Change Management approvals.

Understanding the Release Management approval process

After a release is planned and built, the release request is set to a status of Scheduled for Review. The release coordinator has the opportunity to review plans and schedules before moving the release to the Implementation Approval phase.

The read-only Current Approval Phase field displays what approval phase the release is in during its lifecycle.

Working with release request approvals

Certain release requests must pass through an approval process before they can be deployed. Approvals can be defined for each milestone of the release request from Initiate to Close Down.

After a release is planned and built, the release request is set to a status of Build Approval if approval is configured. The Release Coordinator has the opportunity to review plans and schedules before approving them and moving the release to the Test Approval phase.

The read-only Approval Phase field displays what approval phase the release is in during its lifecycle.

The application administrators configure the approval processes. The process owner determines the approvals based on the policies of the business. They also determine which release requests require approval, what kind of approval process the release requests must undergo, and who the approvers are. The support staff and management can add more approvers to the list.

Important

You can view the included approval phases on the Status Flow tab of the Approval Process Configuration form. For information about configuring approvals as an administrator for Change Management, see Configuring-approval-processes.

For information about working with the Approval Server as an administrator, see Approval roles in the Action Request System documentation.

To view release requests awaiting approval from the Release Management console

Release coordinators submit the requests for approval and monitor the approval process. Approvers are notified when a release request requires their approval. After reviewing the release request, they can approve it or reject it.

As an approver, you are required to review release requests for approval. You review release requests and provide approval through the Release Management application or Approval Central.

To view the release requests awaiting approval from Approval Central, click Pending Approvals under the Approval Tasks list of Approval Central.

In the Release Management console, under Counts in the left navigation pane, click Waiting Approval.
The Releases table displays the release requests waiting approval.
Select the release request to review, and then click View.
The approver can approve or reject the release request from the Release Request form, or request further information.