Change Request Management Process

Support Tracker.Net enables users to configure and manage business processes. These processes may vary from a simple document review to a full scale change management procedure involving multiple steps.

Processes are defined under Setup are of Support Tracker.Net and then initiated with Support Requests. When a Support Request is sent to a specific process, multiple documents are created during the lifecycle as per the defined Process. Users define these process steps in the form of specific fields and document layout structure. They also configure execution behavior for each step in configuring the whole business process. For example, a certain step may require formal approval.

The first important step in configuring and managing a process with Support Tracker.Net is to map it out as a flow diagram. This helps in identifying discrete steps involved and aids in configuring document templates. Following is a sample flow diagram for a "Review and Deployment" process. It will be used as an example to configure and execute the process flow with Support Tracker.Net Process management functions. This particular process demands an internal review on resolved tickets from the ticket Assignee. Further, it requires input from manager as per selected Support Category Breakdown Structure (SCBS) before the production environment is upgraded to deploy the fixes. Relevant stakeholders are notified as the process progresses through the different stages of its lifecycle.

As the process flow diagram illustrates, an end user submits a Support Request and the first level manager of the Support Category Breakdown Structure (SCBS) is notified. The notification to SCBS Manager is setup by configuring a New Ticket Rule.

The first level SCBS manager checks the notification and then assigns the Support Request to an IT Person. The Support Request Assignee receives the assignment notification and initiates the process by sending the Support Request to the "Review and Deployment" process.

The process creates the first document "Internal Resolution Document". The Assignee reviews the ticket and provides his/her internal resolution comments. If approved, the review process continues and another document, "Under Manager Review", for SCBS Level 2 Manager is created. An email notification is sent to the manager to start his/her review process. The manager can enter his/her review notes and mark the step as Review Successful to move the process forward.

This creates the third document, "Production Upgrade" and notifies SCBS 2 Manager 2 to take over the upgrade to the production environment to deploy the fix. Finally, the process is completed by notifying the SCBS 1 Manager 1 and original Ticket Requestor about the ticket completion and deployment.