• Verified

    • Customer responses to change request process

    Owned by Marcus Shane
    Last updated: Oct 25, 2024
    4 min read

    Workflow step

    Workflow step after and response

    Customer response

    Workflow step

    Workflow step after and response

    Customer response

    The change request has been received; however, we cannot begin the process until the change request form is fully completed. This ensures that our department can accurately assess the priority and establish clear expectations.

    Once a customer submits their response, the subsequent step in the workflow will be labeled as ‘Added to backlog.’

    Thank you for your submission for a request for change. I attached a form to your ticket that will allow us to process your request more efficiently. This will also help our department get a better idea on expected outcomes and priority. Below is a list of steps to submit the change request form.

    Steps to complete:

    • Click: https://ssdmo.atlassian.net/servicedesk/customer/portal/4/$issueKey$

    • Scroll to the bottom of the screen to section: 'DevOps - Change request'.

    • Click the blue button 'Edit'.

    • Fill out all the required fields marked with a red asterisk.

    • Click the blue button 'Submit'.

    • Enter a comment in the 'Add a comment' field that says you have completed the form.

    • Click button 'Save'.

    If you have any questions please do not hesitate to give me a call or email.

    Thank you,

    Added to backlog

    • The change request has been successfully added to the Technology Services backlog and will be assessed according to its priority level.

    Added to backlog

    Thank you for your submission. The Technology Services team regularly reviews all proposed changes, and your request will be evaluated in alignment with District priorities. We will add your request to our backlog and will reach out to you if it is chosen for further research and evaluation.

    Note: if you feel this issue needs to be a higher priority, please don't hesitate to respond to this ticket.

    Thank you,

    Added to idea backlog

    A change request was submitted; however, it has been categorized as an idea. It's important to note that ideas may not always be executed, as they often encompass a wide range of possibilities or may not align with the District's current priorities.

     

    Moved to ‘Idea workflow’.

    Thank you for submitting your idea. The Technology Services team regularly reviews all submitted ideas and suggestions, and we will evaluate yours in alignment with District priorities. Your request will be added to our backlog, and we will reach out to you if it is selected for implementation.

    Note: if you feel this issue needs to be a higher priority, please don't hesitate to respond to this ticket.

    Respectfully,

    Researching

    • Gathering requirements, creating a Proof-of-Concept (POC), and defining the project scope are essential steps in determining whether the proposed changes can be effectively implemented by the change initiator. Root cause analysis

     

    We are actively researching your request. This process involves conducting a root cause analysis, gathering requirements, defining the scope, and evaluating the feasibility of the proposed change. Once we have compiled all the necessary information, we will develop a plan and update you with the outcome.

    Feel free to reach out if you have any questions.

    Thank you,

    Evaluating solution

    • Once the requirements are sufficiently defined, the change coordinator will have all the necessary information to develop a comprehensive plan and explore various options.

     

    We are in the process of assessing potential solutions for your request. Once we have identified a suitable course of action, we will promptly inform you of the results.

    Feel free to reach out if you have any questions.

    Thank you,

    Awaiting implementation

    • The release/version has been confirmed; however, work has yet to commence and a resource must still be allocated.

     

    Your request has been assigned to a release and is ready for development. However, a resource has not yet been allocated. We will provide further updates on the progress of your request as soon as more information becomes available.

    Feel free to reach out if you have any questions.

    Implementing

    • Development, testing, and documentation of request is being completed.

     

    We are currently in the process of implementing your request. When we have any additional information related to the delivery of your request we will update this ticket.

    Please let me know if you have any questions.

    Awaiting deployment approval

    • Development complete and deployment timeframe communicated to customer

    • The request has been successfully fulfilled.

    • Date to review deployment with CAB.

    • Involved with the deployment workflow.

    We have successfully completed testing the changes you requested. The next deployment window is set for: [DATE AND TIME] .

    If the proposed timing is not convenient, please respond to this ticket accordingly.

    Next step: Reviewing deployment date with Change Advisory Board (CAB) on: [DATE]

    Please let me know if you have any questions.

    Scheduled

    • Deployment request has been approved by the CAB and a date has been set.

    • Involved with the deployment workflow.

    • May been involved with StatusPage workflow

     

    Your change request has been approved for deployment. The deployment is scheduled for: <ADD DATE> at: <ADD TIME>.

    Please let me know if you have any questions.

    Released

    • Change request has been successfully deployed to the production environment.

    • Involved with the deployment workflow.

    Your request for change has been deployed to production. You can review your request by clicking the following link.
    https://ssdmo.atlassian.net/servicedesk/customer/portal/4/$issueKey$

    Could you please verify that your request has been satisfied so we can resolve your ticket?

    Thank you,

    Closed

    • Change request is closed and request to fill out satisfaction survey.

     

    Thank you for your patience throughout the process. Your change request has been successfully closed. We value your feedback, and we would appreciate it if you could take a moment to fill out our satisfaction survey. Your insights help us improve our services.

    Waiting for customer

     

    The questions posed to customers will vary based on the specific request.

    Priority change

     

    Regrettably, we have been dealing with other more urgent matters that have diverted our focus from your request. However, rest assured that your ticket is in line for processing. You will be notified as soon as work recommences on your request.

    Thank you for your patience,