Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Out-of-the-box business rules
- Change transition rules
- Release transition rules
- Incident transition rules
- Problem transition rules
- Purchase order transition rules
- Purchase order line transition rules
- Idea process - Business rules
- Optimization process - Business rules
- Proposal process - Business rules
- Service definition process - Business rules
- System element process - Business rules
- Service component process - Business rules
- Fixed asset process - Business rules
- Cost center process - Business rules
- Actual service process - Business rules
- Device process - Business rules
- Asset model process - Business rules
- Infrastructure & peripheral process - Business rules
- Subscription process - Business rules
- Reservation process - Business rules
- License process - Business rules
- Contract process - Business rules
- Vendor (Company) process - Business rules
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
|
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:
|
| After change |
|
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:
|
| 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:
|
| 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:
|
| 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:
|
| 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:
|
| 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:
|
| After change |
Start and monitor task execution of early life support task plan. Required fields must contain data:
|
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:
|
| After change |
Start and monitor task execution of review task plan. Required fields must contain data:
|
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:
|
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:
|
Related topics
