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The openIMIS Service Desk Report provides realtime insights on the current issues.
The following diagram present our issue tracking process. Please scroll down for explanations.
Service desk
The service desk is the entry point for general questions and requests on openIMIS.
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Any "customer" can access the openIMIS portal in order to submit a request. One can also register (by providing and an 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:
- Question about openIMIS
- Raise Report a bug
- Request a new feature
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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 Developers CommitteeImplementer Committee, Developer Committee and Coordination Desk (Steering Group and TAG might also be implicated).
- 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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