Article Intended For
Penn State ServiceNow users who want to change the Parent Release ticket for a release or feature.
Introduction
ServiceNow users can use top-level Release or RLSE tickets to organize the life-cycle phases of their RLSE and FETR tickets. A recommended framework includes "buckets" for the product backlog, roadmap, onboarding and migration, and archive. These 'buckets' can be used to organize FETRs based on their current prioritization and their appropriate lifecycle phase. As a FETR progresses from one phase to the next, it can be moved between buckets by simply changing the Parent field. This will shift the FETR (or RLSE in some cases) ticket and all items lower in the hierarchy into the appropriate bucket.
The diagram below shows an example of what this behavior looks like. PDCT16 is the PDCT level ticket representing the backlog items for the Infrastructure group. PDCT17 represents the active portfolio, and PDCT18 the archive of completed RLSE and FETR. The RLSE and FETR are only in one 'bucket' at any given time. It may start in the group's backlog (PDCT16), but as priorities shift or as the timeline progresses, a RLSE may become an active item and need to be moved into the active portfolio (PDCT17).
Step-by-Step Instructions
The actual process to make this change is very simple.
- First, you will need to identify the ticket number of the bucket into which you want to move. Take note of that RLSE or PDCT number. You can also copy it to your clipboard to paste it later.
- Open the item that you want to move.
- Select the 'Parent" field and write in the number from step 1, or paste it in if you had copied it.
Once that is done, the entire hierarchy below the top ticket will have shifted along with the ticket that was changed.