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Logging Change Requests (QA End User)

Anyone can log a CR. The Quality Assurance organization, however, creates the vast majority of CRs. Quality Assurance discovers most product issues during testing. When a QA tester discovers a product issue, she creates a new CR.

To add CR records and fill them out with necessary information, follow the procedures in this section.

Querying for Existing Change Requests

Before logging a new CR, a CR creator should query to see whether a duplicate issue is already recorded in an existing CR. She can do this by searching on various combinations of key words used to describe the problem.

To query for existing change requests

1. Navigate to the Quality screen.
2. In the Change Request form, initiate a query.
3. In the Summary field, enter a phrase that might describe the issue in other CRs.

   For example, if you find a problem with attaching documents to a record, you might query on phrases such as the following:

   • Attachment not working
   • Attachment function broken
4. Run the query.
5. If the query reveals that a CR record already exists for the issue, in the My Change Requests list, drill down on the CR # field hyperlink.
6. In the More Info form, update the Comments field with relevant information that is not already recorded.

Logging Change Requests

If the CR creator cannot find an existing CR that describes the issue, then the creator enters a new CR. The CR creator must enter all relevant details including the functional area in which the problem was found, the environment (operating system, server type, and so on) where the problem occurred, and the precise steps for reproducing the issue.

Most of this information is entered in the left side of the Change Requests form, labeled Change Request Description.

To log a change request

1. Navigate to the Quality screen.
2. Create a new CR record.
3. In the My Change Requests list, drill down on the CR # field hyperlink.
4. In the More Info form, enter values for the fields, as needed.

   Some fields are listed in the following table.

   Field	Description
   Area	Functional product area to which the CR pertains.
   Comments	Enter a comment describing what was done with this CR, and any additional information that may be needed by other users to understand, track, or resolve the issue.
   Description/How to Reproduce	Detailed description of the issue. If the CR describes a product defect, write complete step-by-step directions for reproducing the issue.
   Build	Product build in which the issue occurs.
   Product Line	Product line affected by the CR. Automatically filled in when the Subarea value is set.
   QA Owner	Quality Assurance team owner of the CR. Automatically filled in when the Subarea value is set.
   Severity	Creator's assessment of the seriousness of the issue.
   Special Tag	Allows you to select statuses or actions that are not identified by the other fields. Special tags may be used for purposes such as reporting, tracking, querying, exporting, and localization. You can select one or more values.
   Subarea	Functional product area subdivision is related to the Area you selected. When you make a selection in this field, the Product Line, QA Owner, and Engineering Group fields are populated automatically.
   Summary	Brief description of the CR. Should be concise enough so a reader can immediately understand the overall issue.
   Tag Summary	Displays all the tags selected in the Special Tag field.
   Type	CR type. Accept the default Product Defect, or select another value to identify the CR as an enhancement request, a user interface issue, and so on.

Generating Change Requests from Service Requests

Occasionally, a CR originates from a customer by way of a service request. If the technical support person who receives the customer's service request decides that it represents a product issue, she can log a CR for the service request.

For more information about service requests, see Service Support.

To log a change request for a service request

1. Navigate to the Service screen > Service Requests - Help Desk view.
2. Select a service request record.
3. In the My Service Requests - HelpDesk list, drill down on the SR # field hyperlink.
4. Click the Change Requests view tab
5. In the Change Requests list, add a new CR record.

   NOTE:  As well as adding existing records in the Change Request list, the user can also create a new record. To do this the required fields will first have to be added to the list applet. Click Menu and choose Columns Displayed. In the Columns Displayed dialogue box, move the required fields from the Available Columns list to the Selected Columns list and click Save.

   Additional required fields are listed in the following table.

   Field	Description
   Area	Functional product area to which the CR pertains.
   Subarea	Functional product area subdivision is related to the Area you selected. When you make a selection in this field, the Product Line, QA Owner, and Engineering Group fields are populated automatically.
   Severity	Creator's assessment of the seriousness of the issue.
   Special Tag	Allows you to select statuses or actions that are not identified by the other fields. Special tags may be used for purposes such as reporting, tracking, querying, exporting, and localization. You can select one or more values.
   Status	Brief description of the CR.
   Substatus	Value which describes the state of the CR.
   Database	Type of database running in the environment.

6. Complete the fields, as needed, from the information in the service request.

   For a description of CR fields, see Table 105.

7. In the Change Requests list, drill down on the CR # field hyperlink.
8. On the More Info form, in the Comments field, note that this CR originated from a service request, and add any additional information that may be relevant.

The new CR appears in the Quality screen's Customer Change Requests view.