Proposed Changes to Service Request Workflow Mar 15

Proposed Changes to Service Request Workflow Mar 15 th 2019

Proposed Changes: Why Changes collected from requests by Leads to help manage more efficiently Changes requested by Jira Support to reduce user dependence/calls There are 4 versions of the SR workflow to maintain • Less Maintenance for Jira Support • Regain consistency between projects • Less user confusion Reduce Amount of emails generated

Proposed Changes 1. An SR can be cancelled at any point in time. • Added the transition of any status directly to CANCELLED 2. Worked SRs had stale statuses causing user to click through each status one by one to get to CLOSED. Each status update click generates email to all watchers. • Provide ability to move the status of closed SRs directly to CLOSED 3. Issues getting put in the wrong status: • • • Allow Deferred SRs to move back into Backlog. Reorder status change options visible to the user, putting the logical “next” status first in the list for selecting Allow a path where user can bring a status to Reopen and loop back into processing 4. Reduce number of status by discontinuing IN REVIEW status, present in 1 workflow/2 projects.

Proposed Workflow

Current Workflow: #1 ITDESWS Service Request Work. Flow v 3 PROJECTS: IEWS 2018: Software Simplified Workflow Scheme (IT Web. Support) Resolution set to Rejected / Duplicate / Deferred / Closed / Canceled & Assigned back to reporter Allows transition of any status to: Cancelled or Closed Only allow Project Administrators to QUICK CLOSE an SR, all others have to take “happy path” flow to close ticket. NOTE: Proposed implementation does not limit QUICK CLOSE to only Project Administrators.

Current Workflow: #2 Service Request Work. Flow v 3 Projects: RS: Software Simplified Workflow Scheme (Reconciliation Services) ESIVR 2018: Software Simplified Workflow Scheme (IT ES IVR) VP: Software Simplified Workflow Scheme (Vision Plus) CT: Software Simplified Workflow Scheme (Credit Services VW: Software Simplified Workflow Scheme (Vision Web) CMPSRV: Software Simplified Workflow Scheme (Comp. Services) HR: Software Simplified Workflow Scheme (ES HR) ECOMM: Software Simplified Workflow Scheme (ECOMM OPS) BI: Software Simplified Workflow Scheme (Bus. Intell) IEWS: Software Simplified Workflow Scheme (Webmaster Supp) WALKER: Software Simplified Workflow Scheme (Walker) SOAF: Software Simplified Workflow Scheme (SOA) BT: Software Simplified Workflow Scheme (Bus. Tech) EAD: Software Simplified Workflow Scheme (e. APPS) SR: Software Simplified Workflow Scheme (Service Request) SPS: Software Simplified Workflow Scheme (SPS Rewrite) GA: Software Simplified Workflow Scheme (Gen. Account) ESLEG Workflow Scheme (ES Legacy) Resolution set to Rejected / Duplicate / Deferred / Closed / Canceled & Assigned back to reporter

Current Workflow: #3 Service Request Work. Flow v 4 COPY of v 3 on 20181018 Projects DCTM: Software Simplified Workflow Scheme (Documentum) DUP: Software Simplified Workflow Scheme (DDDC Upgrade) Resolution set to Rejected / Duplicate / Deferred / Closed / Canceled & Assigned back to reporter Status does not contain: REOPENED Allows transition of any status to: Cancelled

Current Workflow: #4 Service Request Work. Flowv 2 Projects ITOLGOPS: Software Simplified Workflow Scheme (LG Ops) ITDMPS: Software Simplified Workflow Scheme IT-S Merch Plan Srv) Resolution set to Deferred / Duplicate / Rejected / Closed – Assign issue to reporter --Does not contain status: CANCELLED ** Contains Additional Status: REOPENED, IN REVIEW NOTE: IN REVIEW is not carried forward in the proposed SR workflow solution.