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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 the request 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 Team.
- 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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