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            Manage Releases for IT Services

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            Manage Releases for IT Services

            Plan, build, test, and deploy approved IT changes, such as software updates and hardware upgrades, in a controlled way. Each release can include infrastructure components, applications, documentation, and training materials.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.

            Create a Release

            Create release records to deploy new features, fixes, and changes with minimal disruption. Predefined release types-major, minor, upgrade, patch, emergency, and others-standardize the release process and communicate impact clearly across teams.

            1. From the App Launcher, find and select Agentic IT Service Desk.
            2. In the Quick Find box, find and select Releases.
            3. Click New.
            4. Enter the required fields.
            5. If necessary, specify the requester's name in the Requested By field.
            6. Save your changes.

            After saving the record, view or update fields in the Details section. The record also appears as an event on the IT Service Calendar. See IT Service Calendar.

            Associate Records with a Release

            Link incidents, problems, change requests, or other releases to a release record. This improves visibility, traceability, and coordination during the release process.

            Associating records with a release provides these key benefits:

            • For incidents: Track which incidents were resolved as part of a release, understand release impact by identifying affected users or services, and maintain audit trails for compliance and reporting.
            • For problems: Show how releases address the root cause of problems and improve service quality by addressing known errors through releases.
            • For change requests: Coordinate the deployment of approved changes, manage dependencies across related changes, and improve visibility of what’s modified through linked configuration items.
            1. Open a release record.
            2. Click Associations.
            3. Add associations:
              1. Click Add.
              2. From the Record Type dropdown, select Incident, Problem, Change Request, or Release.
              3. From the Relationship Type dropdown, select Linked to Release or Source of Release.
              4. Search for the records you want to associate.
              5. Select the checkboxes next to the records.
              6. Save your changes.
            4. To remove associated records, from the Associations tab, select the record type and the records you want to remove, and then click Remove.
            5. To resolve associated records, from the Associations tab, select the record type and the records you want to resolve, and then click Resolve.

            Create an Action Plan for a Release

            Track and manage release tasks more easily by associating an action plan template with a release record. The generated plan outlines the tasks for each stage, helping your release team stay aligned.

            Note
            Note Before you associate an action plan with a release, create an action plan template.

            When a new release record is created, the release owner attaches the appropriate action plan template to the release record. This automatically adds the required tasks.

            1. From the App Launcher, find and select Releases.
            2. Open the release record you want to associate with an action plan template.
            3. Click Tasks.
            4. In the Action Plans section, click New Plan.
            5. Enter a name for the action plan.
            6. Select an action plan template.
            7. Set the Start Date.
            8. In the Target Record field, verify that the release record is selected.
            9. Set an appropriate status for the action plan, such as Not Started, In Progress, Canceled, or Completed.
            10. Click Next.
            11. Review the list of tasks generated by the template.
            12. Save your changes.
            Example
            Example For example, a release manager creates action plan templates to standardize release activities. The first template is for major releases and includes these tasks: Planning, Development Work, Quality Assurance, and Documentation and Release Notes.

            The second template is for emergency releases and includes these tasks: Trigger Emergency Release Process, Obtain Formal Approval, Deploy Emergency Release, and Post-Implementation Review.

            When a new release record is created, the release owner attaches the appropriate template to automatically add the required tasks.

            Assign a Group as Release Owner

            Assign an existing release group from the lookup field in the release record as the release owner. Assign groups only if the filter is set to Group.

            To create a group, see Public and Personal Groups.

            1. From the App Launcher, find and select Agentic IT Service Manager.
            2. In the Quick Find box, find and select Releases.
            3. Click New.
            4. Fill out the mandatory fields.
            5. From the Release Owner dropdown, select Group.
            6. Enter the name of a release group and select it from the results.
            7. Save your changes.

            Clone a Release

            Create a copy of an existing release record to reuse its details for a similar release.

            Use the clone feature to quickly create a new release with the same configuration as an existing one. You can clone any release, regardless of its status.

            When a release is cloned:

            • The status is set to New.
            • Date-related fields are cleared.
            • Associations aren't copied.
            • All other fields are cloned without any changes.
            1. Open the release record you want to clone.
            2. Click Clone.
            3. Modify the required fields such as the name, the start date, and the end date.
            4. Update other fields as needed.
            5. Save your changes.

            Close a Release

            A release manager can close a release after all tasks, incidents, problems, and changes linked to the release are completed or resolved. Use the closing summary to capture key outcomes and lessons learned.

            1. Open the release record you want to close.
            2. Click Close Release.
            3. Enter a closing summary.
            4. Click Close.
             
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