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.