---
schema_version: "1"
id: 528b24ab47f35606f52176e20ca8a541b2e05bc7d3a24847849d93dfc77982cf
title: Manage Releases with Linked Records for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_rel_example.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_example.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e35e25f0d401f0d09ded922208cf9abd354bd407afaea1672c2155fa77122880
description: This example shows how a release manager associates incidents, problems, and change requests to scheduled and emergency releases, and tracks them on the IT Service Calendar.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Manage Releases with Linked Records for IT Services

This example shows how a release manager associates incidents, problems, and change requests to scheduled and emergency releases, and tracks them on the IT Service Calendar.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

John, a release manager at Cumulus Bank, creates a release record with these key details.

Release  
| Field | Example Value |
| --- | --- |
| Name | September 1 Biweekly Release |
| Release Type | Major |
| Planned Start Date | September 1, 2025, 9:00 AM |
| Planned End Date | September 14, 2025, 6:00 PM |
| Risk Level | Medium |
| Priority | Normal |
| Closing Summary | All planned changes deployed successfully. |

During the two-week window, John associates all planned change requests, problems, and related incidents that are linked to the release. For example, John adds a change request association with these key details:

Change Request (Linked to Release)  
| Field | Example Value |
| --- | --- |
| Change Request Number | CHG-0004567 |
| Description | Database schema update |
| Start Time (Estimated) | September 5, 2025, 10:00 AM |
| End Time (Estimated) | September 5, 2025, 2:00 PM |
| Relationship Type | Linked to Release |

A few days later on September 16, 2025, after the biweekly release has closed, a major VPN outage disrupts access for the entire organization. The incident is classified as critical, and a problem record is created to identify the root cause. A change request is then logged to deploy the fix.

Because waiting until the next scheduled release would delay resolution, John creates an emergency release with these details and associates the major incident as the source of the release.

Major Incident (Source of Release)  
| Field | Example Value |
| --- | --- |
| Incident Number | INC-0005678 |
| Description | VPN outage impacting entire org |
| Is Major Incident? | Yes |
| Priority | Critical |
| Relationship Type | Source of Release |

Emergency Release  
| Field | Example Value |
| --- | --- |
| Name | Emergency Release for Network Issue |
| Release Type | Emergency |
| Planned Start Date | September 16, 2025, 9:00 AM |
| Planned End Date | September 16, 2025, 6:00 PM |
| Risk Level | High |
| Priority | Critical |
| Closing Summary | VPN outage resolved with urgent fix deployment. |

The Risk Level field doesn't have any predefined rules. However, admins can define the field by creating their own business rules. At Cumulus Bank, a business rule automatically sets the risk level to High when the release type is Emergency and the priority is Critical.

On the IT Service Calendar, the September 1 Biweekly Release appears as a two-week entry and the Emergency Release appears as a one-day entry. The calendar helps John and Cumulus Bank stakeholders confirm that releases are scheduled in the correct window, and also see both scheduled and unscheduled deployments in a single view.