Reviewing and approving release tickets

In Remedy with Smart IT, users with an approver functional role and appropriate permission can review change release tickets. On the Universal Client (UC), Google Android, and Apple iOS devices, primary approvers, alternate approvers, and ad-hoc approvers can review tickets assigned to them.

Before you begin

To efficiently conduct reviews in Remedy with Smart IT, the administrator must configure review settings in Remedy IT Service Management suite. For details, see Configuring-ticket-review.

Related topics

Reviewing-change-requests

Reviewing-a-knowledge-article-in-Smart-IT-as-a-primary-and-alternate-approver

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To view notifications

After a release ticket is submitted for review, as its approver, you are notified about the review in the following ways:

  • (All platforms) An email notification is sent to you.
  • (iOS and Android only) A push notification is sent to you.

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 Remedy with Smart IT. Otherwise, approvers can review tickets in Approval Central or provide email-based approvals.

In Remedy IT Service Management suite, if the administrator has enabled password authentication for the review phase, then you must enter your Remedy with Smart IT password to authenticate yourself.

  1. Open the ticket that is assigned to you for review.
    It is displayed with a banner containing options to approve, reject, or keep it on hold, and an option to view review details.
  2. Depending on the platform, perform the appropriate step to refresh the ticket or article:
    • (UC) Click the Refresh Refresh icon.gificon.
    • (Mobile) Pull down the ticket screen.
  3. Based on your review, click the appropriate button on the banner.

  4. Authenticate yourself as the reviewer.

    To authenticate yourself if Remedy Single Sign-On is not integrated with Remedy with Smart IT, follow these steps:

    1. Enter your Remedy with Smart IT login password in the Login password field.
    2. Provide a reason for your review.
    3. Submit your review.

    To authenticate yourself if Remedy Single Sign-On is integrated with Remedy with Smart IT, follow these steps:

    1. Provide a reason for your review.
    2. Submit your review.
      You are directed to Remedy Single Sign-On login page.
    3. Enter your Remedy with Smart IT 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

Gets published.

Moves to the draft status, or to the status that is configured in Remedy IT Service Management suite. It will again go through the lifecycle for possible improvements.

Remains in the publish approval state. Other approvers can review it.


 

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