Release Request Process for Customer Upgrades

Introduction

This procedure outlines how to create and process Release Requests within Zendesk. It ensures that customers receive the correct software version update in an organized and efficient manner.

Process Overview

Release Requests are typically initiated by:

• Customers – Submitting a request via Zendesk.
• Support Agents – Submitting a request on behalf of a customer.
• Professional Services/Account Manager - May request a release during an implementation or a customer engagement. 

These requests arise when:

• A previously reported issue has been resolved in a newer version that the customer has not yet received (e.g. outstanding tickets in Pending Delivery status)
• The customer wishes to upgrade to the latest published release to benefit from general fixes and improvements.

Ticket Submission Process

Creating a Release Request in Zendesk

To submit a new ticket, use the ‘Release Request’ Form and use the following Macro to get started:
Release Request Workflow::New Release Request (Internal)

Macro-Set Fields:

• Form: Release Request Form
• Type: Question
• Sub Type: Release Request
• Subject: Release Request for X.XX (Please replace "X.XX" with the specific version number requested)
• Description: A brief summary of the request, use the default text: "We would like to be added to the Release request list for X.XX." and amend the X.XX before submission.

Manual Fields (Required):

• Product: Select the applicable product. This determines the visibility of other required fields (for example, selecting the product will display the correct version format for that product).
• Current Release: Select the version currently in use.
• Current Build: Enter the exact build number of the current release.
• Requested Release: Select the desired version (usually the latest published release or the next upcoming version).
• Host Platform: Select the customer's host platform (Azure, AWS, On-Prem)
• Upgrade Environment: Select the environment the customer wishes this release to be delivered to. Please select INSTALLER for On-Prem deliveries.

Identifying the Current Release & Build Number

For Xytech:

• Current Release: Found under Settings > Gear icon > 'About' pop-up in the application, or in Zendesk Organization.
• Current Build: The last section of the version string (e.g. Version 11.2.12345 → Release: 11.2, Build: 12345).

For on-premises customer, please reference the Delivered Version field in the Zendesk Organization, or ask the customer to confirm their current version.

For ScheduALL:

• Current Release: Found under Help > About or in the title bar.
• Current Build: If version 5.44 R1.23, then Release: 5.44, Build: 1.23.

Ticket Field Mapping in Zendesk

• Delivery Request Notes: Please include the release version the customer is looking to upgrade to. Look for relevant ticket numbers for previously reported issues, business reasons, or additional context. If this request is for staying up-to-date with releases, use the default text from description: "We would like to be added to the Release request list for X.XX." amending the X.XX before submission.
• Current Release Type: Select from the following options (if not pre-filled from the organization’s profile): If unknown please check the Zendesk Organization. 
  • Standard
  • Isotope
  • Branch
  • Branch with Isotope

Triage & Approval Process

Support Agent Responsibilities:

1. Ensure all required fields are completed.
2. If the requested release is not yet available, set the ticket status to ‘Pending Delivery’.

3. Notify the customer that they have been added to the Release Request list.

   Macro: Release Request::Confirm Release Request (Pending Delivery)

   We are pleased to inform you that you have been added to our internal release request list for v[XY.Z], with a current target release of MMM YYYY. Please note that this timeline is subject to change pending QA approval.

   Once the release is published, we will begin scheduling deliveries for our customers and will provide you with your specific delivery date as soon as it is confirmed. You may continue to use this ticket for tracking.

Scheduling & Deployment

Once the release is available:

1. If customer is on-prem: Please reach out to the Customer Support Manager, Product Development team, or Technical Services to obtain an installer. Installer can be sent directly to the customer using the Delivery Workflow macro. The ticket should be closed. If customer requires assistance with the installation, this can be coordinated with Technical Services.
2. If customer is hosted: coordinate with the customer on availability for when the upgrade to their environment can occur. Always specify the environment that is requested for the upgrade.
   1. Confirm availability with the Technical Services agent, and send an internal meeting invite as a reminder.
   2. Set the Release Request ticket status to 'Open' and assign to the Technical Services agent.
   3. The release is now scheduled for delivery and installation can be done through the deployment pipeline. The same ticket will be used for tracking.
   4. After the deployment is complete, the Technical Services agent will resolve the Zendesk ticket and linked DevOps work item, and update the Zendesk Organization with the updated release/build number. Support agent to validate this step.
   5. At this point, the Support agent will follow up on any tickets for the customer that are in status Pending Delivery and resolved in the delivered build/RC version, using the macro Step 8 Delivery Follow-Up/Validation.

By following this structured process, we ensure that customers receive their requested updates efficiently and accurately.