Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

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Release transition rules

The following information identifies each supported transition in the Release Management workflow.

The Action or Condition column in the tables for each phase, show fields that contain data either entered by the end user or automatically provided by Service Management. At the start of each phase, Service Management verifies that the user-defined values set in the last phase are unchanged. If there is a change, the record can return to a prior phase or repeat an action.

All releases begin with the Log phase.

Log phase

Event	Action or Condition
After change	If not set by the user, Service Management sets default values Requested by = Current user Urgency = Slight disruption

Event

Action or Condition

After change

If not set by the user, Service Management sets default values

Requested by = Current user
Urgency = Slight disruption

Service Management transitions to the Evaluate phase if the following required fields contain data:

Title
Release type
Description
Requested by
Reason for release
Release model
Justification
Service

All releases transition from Log to the Evaluate phase.

Evaluate phase

Event	Action or Condition
Entering	Service Management action: Send a notification that a new release record has been created, to the Service Owner.
After change	Start and monitor task execution of evaluate task plan. If not set by the user, and the release type is emergency, set Urgency to Severe disruption

Event

Action or Condition

Entering

Service Management action:

Send a notification that a new release record has been created, to the Service Owner.

After change

Start and monitor task execution of evaluate task plan.
If not set by the user, and the release type is emergency, set Urgency to Severe disruption

Service Management transitions to one of these phases:

Plan and design phase, if the following additional fields contain valid data:
- Owning group
- Category
- Owner
- Urgency
Abandon phase. This sets the Completion code to Abandoned.

Releases transition from Evaluate to the Plan and design or Abandon phase.

Plan and design phase

Event	Action or Condition
Entering	Service Management action: Send a notification that the release has reached the Plan and design phase, to the Service Owner.
After change	Start and monitor task execution of plan and design task plan.

Event

Action or Condition

Entering

Service Management action:

Send a notification that the release has reached the Plan and design phase, to the Service Owner.

After change

Start and monitor task execution of plan and design task plan.

Service Management transitions to one of these phases:

Build and test phase, if all of the following additional fields contain valid data:
- Risk
- Impact
Abandon phase. This sets the Completion code to Abandoned.

Releases transition from Plan and design to the Build and test or Abandon phase.

Build and test phase

Event	Action or Condition
Entering	Service Management action: Send a notification that the release has reached the Build and test phase, to the Service Owner.
After change	Start and monitor task execution of build and test task plan.

Event

Action or Condition

Entering

Service Management action:

Send a notification that the release has reached the Build and test phase, to the Service Owner.

After change

Start and monitor task execution of build and test task plan.

Service Management transitions to one of these phases:

Approve deployment phase, if all of the following additional fields contain valid data:
- Implementation plan
- Remediation plan
- Scheduled start time
- Scheduled end time
- Duration
Abandon phase. This sets the Completion code to Abandoned.

Releases transition from Build and test to the Approve deployment or Abandon phase.

Approve deployment phase

Event	Action or Condition
Entering	Service Management actions: Send a notification that the release has reached the Approve deployment phase, to the Service Owner. If the Completion code for the Approve deployment task plan is failed, reset the task execution for the task plan.
After change	Start and monitor task execution of approve deployment task plan.

Event

Action or Condition

Entering

Service Management actions:

Send a notification that the release has reached the Approve deployment phase, to the Service Owner.
If the Completion code for the Approve deployment task plan is failed, reset the task execution for the task plan.

After change

Start and monitor task execution of approve deployment task plan.

Service Management transitions to one of these phases:

Deploy phase, if Approval status = Approved.
Abandon phase. This sets the Completion code to Abandoned.

Releases transition from Approve deployment to the Deploy or Abandon phase.

Deploy phase

Event	Action or Condition
Entering	Service Management actions: If Owning group is not blank, send a notification to the group that the release has reached the deploy phase. If Service owner is not blank, send a notification to the owner that the release has reached the deploy phase.
After change	Start and monitor task execution of deploy task plan.

Event

Action or Condition

Entering

Service Management actions:

If Owning group is not blank, send a notification to the group that the release has reached the deploy phase.
If Service owner is not blank, send a notification to the owner that the release has reached the deploy phase.

After change

Start and monitor task execution of deploy task plan.

Service Management transitions to one of these phases:

Early life support phase, if all of the following additional fields contain valid data:
- Completion code
- Actual start time
- Actual end time
Remediate phase.
Abandon phase. This sets the Completion code to Abandoned.

Remediate phase

Event	Action or Condition
Entering	Service Management actions: If Owning group is not blank, send a notification to the group that the release has reached the remediate phase. If Service owner is not blank, send a notification to the owner that the release has reached the remediate phase.
After change	Start and monitor task execution of remediate task plan.

Event

Action or Condition

Entering

Service Management actions:

If Owning group is not blank, send a notification to the group that the release has reached the remediate phase.
If Service owner is not blank, send a notification to the owner that the release has reached the remediate phase.

After change

Start and monitor task execution of remediate task plan.

Service Management transitions to the Review phase, if all of the following additional fields contain valid data:

Completion code
Actual start time
Actual end time

Early life support phase

Event	Action or Condition
Entering	Send a notification to each of the following that are not blank, confirming that the release has reached the early life support phase: Support Level 1 Support Level 2 Support Level 3
After change	Start and monitor task execution of early life support task plan. Required fields must contain data: Completion code Actual start time Actual end time

Event

Action or Condition

Entering

Send a notification to each of the following that are not blank, confirming that the release has reached the early life support phase:

Support Level 1
Support Level 2
Support Level 3

After change

Start and monitor task execution of early life support task plan.

Required fields must contain data:

Completion code
Actual start time
Actual end time

Service Management transitions to the Review phase, if all of the following additional required fields contain valid data:

Completion code
Actual start time
Actual end time

Review phase

Event	Action or Condition
Entering	Service Management actions: If Owning group is not blank, send a notification to the group that the release has reached the review phase. If Service owner is not blank, send a notification to the owner that the release has reached the review phase.
After change	Start and monitor task execution of review task plan. Required fields must contain data: Completion code Actual start time Actual end time

Event

Action or Condition

Entering

Service Management actions:

If Owning group is not blank, send a notification to the group that the release has reached the review phase.
If Service owner is not blank, send a notification to the owner that the release has reached the review phase.

After change

Start and monitor task execution of review task plan.

Required fields must contain data:

Completion code
Actual start time
Actual end time

Service Management transitions to the Close phase if Review results has valid data.

All changes transition from Review to the Close phase.

Close phase

Event	Action or Condition
Entering	Service Management sends a notification to the service owner, with the review results, confirming the release has reached the close phase.
After change	Required fields must contain data: Completion code Actual start time Actual end time Review results

Event

Action or Condition

Entering

Service Management sends a notification to the service owner, with the review results, confirming the release has reached the close phase.

After change

Required fields must contain data:

Completion code
Actual start time
Actual end time
Review results

Abandon phase

Event	Action or Condition
Entering	Service Management sends a notification to the service owner, confirming the release is abandoned.
After change	Required field must contain data: Completion code

Event

Action or Condition

Entering

Service Management sends a notification to the service owner, confirming the release is abandoned.

After change

Required field must contain data:

Completion code