---
title: "Create Change Management ticket and Validate Execution"
canonical: "https://help.releasemanagement.app/space/RMC/3596189697/Create%20Change%20Management%20ticket%20and%20Validate%20Execution"
format: markdown
---
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# Troubleshooting?

> ℹ️ Have issues running Release Automation rules? Please check our troubleshooting guide - [https://releasemanagement.atlassian.net/wiki/spaces/RMC/pages/2522284033/Release+Automation+for+Jira+Triggers+Conditions+Actions#%F0%9F%86%98-Troubleshooting-Automation-Rules](https://releasemanagement.atlassian.net/wiki/spaces/RMC/pages/2522284033/Release+Automation+for+Jira+Triggers+Conditions+Actions#%F0%9F%86%98-Troubleshooting-Automation-Rules).

# Topics

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# Introduction

This guide explains how to create a change management ticket in Jira ITSM when the release status changes to '**Waiting for CAB approval**.' Once the change management ticket is updated, it will connect (associate) to the release. The release can only move to “**CAB Approved**” status after the Change Request ticket is closed.

> ℹ️ A variation of this use case occurs when the release automatically moves to CAB-approved status upon approval of the change request. Please contact our support team to provide more details and update this document.

# Step 1: Prerequisites

Before we start, we would need to make some preparations as outlined below.

## Obtain Board ID

Copy it from the Board deep link URL 

![image-20251121-141455.png](media://937e6bcd-681e-4cc9-8dcc-2557413a3b24)

It should be in the format like *689f224795d4f8f2c90cc7b6*

## Create a property for the Change Management ticket inside the release

Please follow these steps:

- Open board settings and navigate to properties.
- Create a new property with type “**String**” and name “**Change Request**”

![Screenshot 2025-11-21 at 16.13.01.png](media://ec400c1e-4767-476a-ab51-a2bbbd5fd514)


To obtain the ID of the property created, please

- Navigate to the API documentation page
- Execute the Get Board method using the board ID from the previous block. Find this property in the board properties and copy its value.

## Generate Personal API token

Navigate to API tokens page

![image-20251121-141618.png](media://b023e1a8-e571-408c-aa6b-4645ca0c6524)

Create a new API token 

![image-20251121-141741.png](media://b0e52cb8-fd93-4612-85c3-8e1956e751a3)

It should be in the format like the following: *1126eda3223af075594c3f500:3ba2a7efbe342edwef5d373cc378343434329513598665ea0d45462130dffd67f43rfedf322ea2a3erdfdffc801fgf08*

# Step 2: Configure Jira Automation to create ITSM ticket on request

Create a new Jira automation rule. It can be either global or project-specific. If it is project-specific, it should be within the ITSM project.

**Create a trigger: *****Incoming webhook***

![image-20251121-142826.png](media://61d0dc49-2025-4c67-b44b-a1b3fb61ca7b)

**Create a step: *****Create a new work item***

Select a Space where we would like to create an item and choose the issue type as Change

Select mandatory fields, like Affected services. 

Set values:

**Summary:** *{{webhookData.entityName}}*

**Description: **

```
Link to Release details: {{webhookData.entityLink}}

Release summary:
{{webhookData.entityDescription}}
```

![image-20251121-161928.png](media://44bdb75f-a968-411d-ab62-fdc11b000411)


> ℹ️ **Sending custom properties**
> ℹ️ 
> ℹ️ If needed, custom properties can be sent from Release Management to the ITSM ticket.
> ℹ️ 
> ℹ️ For example, we need to match the value from the "Release Type" single select field in Release Management with the "Reason of Change" field in the Change Request ticket.
> ℹ️ 
> ℹ️ In this case, add the following JSON in the work type creation action:
> ℹ️ 
> ℹ️ ```
> ℹ️ {
> ℹ️     "fields": {
> ℹ️         "Reason Of Change": {
> ℹ️             "value": "{{webhookData.Release Type}}"
> ℹ️         }
> ℹ️     }
> ℹ️ }
> ℹ️ ```
> ℹ️ 
> ℹ️ ![image-20251121-162058.png](media://c1e10066-0d50-42da-a0fe-9c2d56706ee6)


**Create additional step:** ***Send web request***

This step saves the newly created Change Request ID back to Release Management.

Set the following values:

**Web request URL**: [https://rmcloud-prd.releasemanagement.app/api/1/board/](https://rmcloud-prd.releasemanagement.app/api/1/board/)<YOUR_BOARD_ID>/version/{{webhookData.entityId}}/customField

**Method**: PUT

**Web request body**: Custom data

```
{""<YOUR_PROPERTY_ID>"": "{{createdIssue.key}}"}
```

Example:

```
{"6920736834e712c4aa4b319c": "{{createdIssue.key}}"}
```

Additional configuration:

- Enable the option “**Delay execution of subsequent rule actions until we've received a response for this web request.**”
- Add the header “**X-RM-Token**” with the token generated in the first step.
- Add the header “**Content-Type**“ with value “**application/json**“

![image-20251121-161100.png](media://3b082032-cbaa-4316-8898-044222115967)


**Complete webhook configuration**

At the end, please save the rule and return to the incoming webhook trigger to:

- <span style="color: #bf2600">*(!!!) Copy the URL and secret.*</span>
- Select “**No work items from the webhook.**”

![image-20251121-151153.png](media://ede0a3b1-1271-4962-aac9-13e6c5e56d0c)

# Step 3: Configure Release Management to trigger Jira Automation

In Release Management, we will create a new automation rule.

Navigate to the Board settings and the Automation tab.

Create a new rule with the trigger "**Version moved**"

Add a condition: the status must be "**Waiting for CAB Approval**"

![image-20251121-150443.png](media://404b766c-5657-421b-8c3e-f81ddca25c17)

![image-20251121-150522.png](media://37bc5a4c-4f74-48b1-bc99-72883c36f24b)

Add a new action, “**Invoke Jira Automation**” where you can specify any name.

Paste the <span style="color: #bf2600">*URL and secret from our Jira automation*</span> incoming webhook obtained in the previous step.

![image-20251121-151449.png](media://45b9594e-73d7-4939-bdf4-7ca58f9feb72)

Save the rule.

# Step 4: Configure Release Management to validate Change Management ticket execution

Navigate to Board Settings and open the Version Workflow section.

Open the “**⏳Waiting for CAB Approval**” step and select the transition “**⏳Waiting for CAB Approval >> 🚦CAB Approved**”

![image-20251121-155637.png](media://ca99765b-17f2-40db-8253-377bcee2b387)

Add a JQL validation rule with the condition 

> *[key = {version.Change Request} and statusCategory = Done] = [1]*

![image-20251121-155806.png](media://42414c86-6785-48f6-85d4-d7fb044d24e1)

Save the rule.

> 📝 **NOTE**: The transition will always fail for old (previously created) releases where the *Change Request* field is empty (not specified).

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