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- Any new request comes in with the status "Waiting for support".
- An agent for the service desk picks up the new request and assigns it to a member of the team.
- The assignee can then act on the request in different ways:
- if more clarification is needed about the request -> send a response to the customer -> set request status to "Waiting for customer".
- if it can be fulfilled by the agent -> send a response to the customer -> set request status to "Resolved".
- if it is a request for a new feature -> send a response to the customer -> set request status to "Pending" until it is assessed by the openIMIS Product TeamDevelopers Committee.
- if it is a bug (or an approved request for a new feature) -> send a response to the customer -> set request status to "In progress" -> create a linked issue in the Software development issues tracking project.
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- For the general public, all issues must come through the openIMIS portal (as described in the above section).
- If a bug was raised, the service desk agent create one (or more) linked issues in the software development issue queue to define technical work to be done (The linked issue(s) are visible in the original request, for the customer to follow up). This issue will remain in the backlog until it is prioritised by the Product TeamDevelopers Committee.
- If a request for change was made and approved in the service desk, the service desk agent then links it to the the software development issue queue (as defined above for the case of a bug).
- For developers in the community, anyone can create an issue in the queue. This issue will remain in the backlog until it is prioritised by the Product TeamDevelopers Committee.
2. Acting on the issue
To begin with, all created issues are staged in a backlog. The Product Team Developers Committee then decides to allocate issues in "Sprints". Currently, the development methodology is not agile-based, so sprints are not used in an agile way. Instead, sprints will be used to define a time window to accomplish the work needed for a given release.
Developers and other technical users can then move issues to different status as work progresses via a board:
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