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Assessing Change Requests (Product Marketing End User)

After CRs have been logged, the Product Marketing team assesses the new CRs in its functional areas.

Product managers assess and assign CRs. A product manager reviews each new CR logged in the assigned area of responsibility. If the product manager determines that an issue is a real one, then the product manager defines the priority and assigns the CR to the appropriate engineering manager.

Querying for Unassigned Change Requests

The product manager queries for unassigned CRs in his functional area.

To query for unassigned change requests

  1. Navigate to the Quality screen.
  2. Create a query with the appropriate field values. Some values you can use in the query are listed in the following table.
    Field
    Value

    Area

    (your product area)

    Owner

    IS NULL

    Priority

    IS NULL

    Status

    Open

    Subarea

    (your product subarea)

    Substatus

    Open
  3. Run the query.

Reassigning Change Requests

If the product manager decides that the CR describes a real issue, he first confirms that the CR is in his functional area. If he determines that the CR's functional area was incorrectly set, he reassigns the CR to the appropriate area.

To reassign a change request

  1. Navigate to the Quality screen.
  2. Select a CR record.
  3. In the Change Request form, change the values in the Area and Subarea fields, as needed.
  4. In the My Change Requests list, drill down on the CR # field hyperlink.
  5. In the More Info form, in the Comments field, add a brief explanation of why you reassigned the CR.

Closing Unassigned Change Requests

If the product manager decides the CR is not a real issue, he closes it with various possible reasons. For example, he may determine that the issue is not a product defect, or he may decide to decline an enhancement request.

To close an unassigned change request

  1. Navigate to the Quality screen.
  2. Select a CR record.
  3. In the Change Request form, in the Status field, select Closed.
  4. In the Substatus field, do one of the following:
    • If the CR does not reflect a real issue in the current product, select a value such as Not a Bug or No Longer Applicable.
    • If the CR is an enhancement request and you decide that the request cannot be accommodated, select Enhancement Declined.
    • If the CR is a duplicate of an existing issue, select Dup-Double Entry. Enter the existing issue's CR number in the Primary Occurrence field
  5. In the My Change Requests list, drill down on the CR # field hyperlink.
  6. In the More Info form, in the Comments field, add a note explaining the reason for closing the CR.

Prioritizing and Assigning Change Requests

If the assessment of a CR is complete and the product manager determines this is a new issue that needs to be resolved, he assigns a priority, a target release, and an owner to the CR. The product manager usually assigns the CR to the engineering manager who is in charge of the product area where the issue occurs.

The product manager enters priority and assignment information on the right side of the Change Requests form, labeled "Resolution."

To prioritize and assign a change request

  1. Navigate to the Quality screen.
  2. Select a CR record.
  3. In the My Change Requests list, drill down on the CR # field hyperlink.
  4. In the More Info form, in the Comments field, add a comment summarizing why you prioritized and assigned this CR as you did.
  5. Complete the other fields as needed. Some fields are described in the following table.
    Field
    Description

    Engineering Group

    Displays the group responsible for delivering the fix. Automatically filled in when the Subarea value is set.

    Owner

    Select the engineering manager responsible for resolving the issue reported in the CR.

    Priority

    How urgent it is to resolve the issue compared to other issues at hand. Does not have to be the same as the value in the Severity field.

    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.

    Tag Summary

    Displays all the tags selected in the Special Tag field.

    Target

    Release in which the CR issue is to be fixed.
    
Siebel Field Service Guide