Request for Change (RfC)

Requests for Change (RfC) should follow this process:

Client

  • Calls Client Services with Request

Client Services

  • Triage: Identify, Log, Categorize, Prioritize

  • Response! Clarify the request, if required

  • Diagnosis!

    • Can Client Services affect the change through the use to the available Admin features/resources available?

      • If yes, perform the change

      • If not, a handoff may be required

      • Private note your diagnosis clearly in the ticket history

      • Reply to client using the appropriate Canned Response:

        • _Handoff (RfC) ~ Client Notification ~ APP:eco

        • etc.

  • Escalation/Handoff!

    • Handoff to the Product Owner of the app using the appropriate FreshDesk scenario:

      • _Handoff (RfC) ~ APP:eco (Caroline)

      • _Handoff (RfC) ~ APP:FiLMS (Caroline)

      • _Handoff (RfC) ~ APP:Course (Loren)

    • This assigns the Product Owner to the ticket

  • END OF PROCESS ~ The Product Owner & Account Manager have their own process for handling RfCs.