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Any "customer" can access the openIMIS portal in in order to submit a request. One can also register (by providing and email and password) to this service desk, in order to follow his/her request in a more personalised manner.
The customer is prompted with matching requests found the openIMIS knowledge base. If there isn't any satisfying match, the customer should raise one of the following request:
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The dedicated Service Desk Team receives all requests sent by customers via an admin portal (not visible publicly). The role of this team is to sort, assign, categorise, and act on the request in order to provide support to the customer. The team is composed of agents.
The process is as follows:
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- For the general public, all issues must come through the openIMIS portalservice desk (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 Developers 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 Developers Committee.
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