3.2.3.6 release tickets

This section describes tickets of type “release”.
Tickets of type “release” are tickets used for implementing permitted changes to IT services.
The fields of release tickets are as follows.

(Table) release ticket fields

Field Add window Zoom window Description
Ticket ID × △ Displays the ticket ID.
*Automatically assigned. The IDs may not always be numbered sequentially.
Type*2 〇 △ Displays the ticket type.
Ticket Number × △ Displays the number automatically assigned to the ticket.
Status*1 *2 〇 〇 Displays the status of tickets. This status is not synchronized with the workflow status. For details about status transitions, see "(Table) release ticket status transitions".
Created On × △ Displays the date and time on which the ticket was created.
Created By × △ Displays the user name of the user who created the ticket.
However, if the customer user is the one who created or updated the ticket, "--" will be displayed.
Updated On × △ Displays the date and time on which the ticket was last updated.
Updated By × △ Displays the user name of the user who updated the ticket.
However, if the customer user is the one who created or updated the ticket, "--" will be displayed.
Closed On × △ Displays the date and time on which the ticket was closed.
Priority*2 〇 〇 Displays the priority of the ticket.
Category 〇 〇 Displays the ticket category.
Assigned To*1 〇 〇 Displays the agent assigned to the ticket.
Assignment Group*1 〇 〇 Displays the group assigned to the ticket.
*The Group UUID is displayed in the Ticket List in the Ticket browser window and Related Records window.
Planned Start 〇 〇 Displays the planned start date/time of the change.
Planned End 〇 〇 Displays the planned end date/time of the change.
Actual Start*1 〇 〇 Displays the actual start date/time of the change.
Actual End*1 〇 〇 Displays the actual end date/time of the change.
Customer*1 〇 〇 The customer is displayed. For customer user, the customer to which they belong is automatically displayed.
Customer User*1 〇 〇 The customer user is displayed. If nothing has been specified, the customer user who created the ticket is automatically displayed.
Queue 〇 〇 The assigned point of contact for the ticket is displayed. Specify if a point of contact has been determined for specific ticket types or content. If nothing has been specified, "Raw" is entered automatically.
Approvers*1 *3 × △ Displays the current approver of the ticket.
Approval Group*1 *3 × △ Displays the current approval group of the ticket.
Parent Ticket*1 〇 〇 The ticket number of the parent ticket is displayed. For tickets that were automatically created upon execution of a workflow from the Ticket zoom window, the ticket number assigned at its source is displayed.
Title*2 〇 〇 The title of the ticket is displayed. For tickets created upon execution of a workflow, the workflow name is entered automatically.
Description 〇 〇 A description of the ticket is displayed.
Implementation Plan*1 〇 〇 Displays the implementation plan.
Close Notes*1 × 〇 The conclusion for the ticket is displayed.
Work Notes × 〇 Displays the work notes of the ticket. For details, see "Work notes".
Attachments 〇 〇 Attaches files to the ticket. Or it displays the files attached to the ticket. For details, see "Attachments".
〇: Editable, △: Read-only, ×: Not displayed
*1: This field is not displayed in the "Ticket" tab of the request application.
*2: This field must be filled in by default.
*3: This is only displayed when the approval flow is enabled. For details on setting approval flows, see "Ticket approval function".


The status transition options are as follows. However, if the approval function is enabled, the options will not be displayed for statuses that require approval. The next status after the status that requires approval is not one of the options below, but the status that was set when the approval function was enabled.
The current step is described in the format “Ops I status variable name (Ops I status label name)”. The Ops I status variable name is used in YAML definitions and API settings. The Ops I status label name is the status name displayed in the Ops I GUI.

(Table) release ticket status transitions

Current step Options in next step
open*1 (Open)
  • cancelled
  • planning
declined (Declined)
  • cancelled
  • planning
awaiting_approval (Awaiting Approval)
  • declined*2
  • awaiting_implementation*2
  • planning
awaiting_implementation (Awaiting Implementation)
  • cancelled
  • implementing
cancelled (Cancelled)
  • closed
planning (Planning)
  • awaiting_approval
  • cancelled
completed (Completed)
  • closed
awaiting_backout (Awaiting Backout)
  • closed_with_backout
implementing (Implementing)
  • awaiting_implementation
  • cancelled
  • completed
  • awaiting_backout
closed (Closed) -
closed_with_backout (Closed With Backout) -
(Legend) -: N/A
*1: The initial status.
*2: Changes depending on the result of the approval flow.


[Example of status transition]

The status is changed according to the work task as follows.

  • Ticket is created: open
  • A ticket was created in error, or the work task became unnecessary: cancelled
  • Creating a plan: planning
  • Plan is created and waiting for approval: awaiting_approval
    • Change is made to plan while waiting for approval: planning
    • Plan has been approved and awaiting handling: awaiting_implementation
    • Plan is not approved: declined
    • Plan is not approved and being revised: planning
  • Handling: implementing
    • Unexpected problem encountered while handling: awaiting_backout
    • Unexpected problem resolved while handling: closed_with_backout
  • Handling is completed: completed
  • When the status is [completed] or [cancelled], permission to close the ticket is obtained from the administrator: closed


The fields containing related information for release tickets are as follows.

(Table) Fields containing related information for release tickets

Field Add window Zoom window Description
Related Records × △ Displays a list of tickets and workflows linked to tickets. For details, see "Related records".
Related Links 〇 〇 For details, see "Related links".
Service Catalogs* × △ Displays a list of catalog items. For settings on displaying/hiding catalog items and settings regarding the display order of catalog items, see "Designing a data model". For details, see "Service catalogs".
〇: Editable, △: Read-only, ×: Not displayed
*This field is not displayed in the "Ticket" tab of the request application.