Skip to main content
Promotions let you make configuration changes to your Serval setup using a structured review process, similar to a pull request, instead of editing a live workspace directly. You propose a set of changes, stakeholders review and approve them, and Serval applies them to the target workspace. Promotions give workspaces a safe, governed path to production: build changes in one workspace, then promote the tested and approved configuration to a live workspace, with review and approval steps in between.

​
How a promotion works

A promotion (also called a configuration push) moves a set of configuration changes from one workspace to another (for example, from a staging workspace to production). At a high level, configuration flows from a source workspace to the target workspace, with approvals and checks when required:
  1. Make your changes in the source workspace.
  2. Propose changes for review. Serval gathers the changed resources into a review and drafts a title and description you can edit.
  3. Review. The review shows what will change, resource by resource. It can require approvals and automated checks before it’s applied.
  4. Apply. A member of the target workspace with appropriate permissions applies the review, and the changes take effect.
No changes reach the target workspace until someone applies the review. For more information, see Changes and reviews.

​
What a promotion carries

A promotion moves the published configuration you select. Include the dependencies your changes rely on: when you propose a promotion, Serval flags any references the target workspace is missing so you can add them first. A promotion can also remove configuration in the target workspace when you choose to. Examples of published configuration items carried in a promotion include:
  • Workflows
  • Skills
  • Forms
  • Dashboards
  • Campaigns
  • Access policies
  • Approval procedures
  • Ticket statuses
  • Categories
  • Schedules
Runtime data, like tickets and workflow runs, is never part of a promotion.

​
Review gates

A review can require two independent review gates:
  • Approvals: attach an approval procedure so the right people sign off before anything changes in the target workspace.
  • Checks: require a workflow or an evaluation suite to pass first, for example a simulation suite that must meet a pass threshold.

​
Across organizations

Promotions can also move configuration between workspaces in different organizations, for partners and managed setups where one organization ships configuration to another. Serval links the two organizations, and an admin in each then exchanges a single-use invite code to connect the workspaces.