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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.

  1. Navigate to Site Map > Quality.

    2. The Change Requests view appears.

  2. Initiate a query.
  3. In the Summary field, enter a phrase that might describe the issue in other CRs.

    4. For example, if you find a problem with attaching documents to a record, you might query on phrases such as "attachment not working" and "attachment function broken."

  4. Run the query.
  5. If the query reveals that a CR already exists for the issue, 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, she creates 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 Site Map > Quality.

    2. The Change Requests view appears.

  2. In the More Info form, click the show more button.
  3. Create a new CR record.
  4. Enter values for the fields, as needed.

    5. Some fields in the Change Requests view are listed in Table 117.

    Table 117.  Fields for Logging a CR
    Field
    Comments
    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 to which the CR pertains. 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.
  2. Select a Service Request record.
  3. Click the Change Requests tab.
  4. Create a new CR record.
  5. Complete the fields, as needed, from the information in the service request.

    6. For a description of CR fields, see Table 117.

  6. In the Comments field, note that this CR originated from a service request, and add any additional information that may be relevant.

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

Adding Attachments to a Change Request

Optionally, after adding a CR, the CR creator might want to add documents or graphics to further explain or illustrate the issue. In this case, the creator can add attachments, such as screen captures or configuration files.

For information about how to add an attachment, see the chapter on working with data in Fundamentals.


 Siebel Field Service Guide 
 Published: 21 April 2003