Once a Change is approved by the CAB, the process of planning the deployment of the change begins. It is important to make sure that all the aspects of the Change, technical and nontechnical, are considered before it is rolled out. 


Release Management in Freshservice


The Releases tab in Freshservice also provides custom filter options to help you view Releases
that match specific conditions.

        ● New and Your Open Releases
        ● Your Completed Releases
        ● Your Releases
        ● Unassigned Releases
        ● Completed Releases
        ● Incomplete Releases
        ● Emergency Releases
        ● Trash
        ● All Releases

Releases can also be sorted by the date created, last modified, priority, status and in ascending or descending order.



Bulk Actions


You can select multiple Releases and perform these bulk actions:

  • Delete - Select the Release(s) you don’t need anymore and click Delete.

  • Pick Up - This option assigns the Release to you.

  • Assign to Agent - In case you need to assign a Release to another agent, click on this option and then select the agent’s name from the drop down-menu.


Modification options available in Release view page


To access more details regarding a Release or to modify its properties, from the Releases tab, click on the Release. Here’s the list of options you get there:

Update - On the view page, you can update Releases by adding details like:

        ● Build Plan
        ● Test Plan

In case they’re already added, you get options to edit them.

More - You can change properties like Planned Start & End Dates, Status, Priority, Release, Type, Group and Agent right from the Change view page.

If you’d like to change the Subject line or Description, click on More and click Edit. You can also attach a CI to the problem if need be.

To Delete the Release or Mark it as completed, click on More and then click the respective option.




3. Freshservice lets you track the elapsed time for Releases. Scroll all the way down and click on Time tracked → Add time, and click on Start timer to start the auto-timer. You can also specify the amount of time elapsed since the Release was created to start the timer at that point.

4. You can find options to add notes and tasks, link Changes and CIs and view all activities performed on the Change, right below the description on the Change view page