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Logging Change Requests (End User)

Anyone can log a change request (CR). During testing, quality assurance employees, however, create the vast majority of CRs for product issues. When a QA tester discovers a product issue, the tester creates a new CR.

This topic contains the following related information:

• Process Flow for Logging Change Requests
• Querying for Existing Change Requests
• Logging Change Requests
• Generating Change Requests from Service Requests

This task is a step in Process of Managing Siebel Quality.

Process Flow for Logging Change Requests

After you set up Siebel Quality, quality assurance testers and others can log change requests (CRs). Figure 26 shows the process flow for the tasks in logging.

Figure 26. Process Flow for Logging

More information about the tasks in this process follows:

1. Query for Existing Change Requests. After identifying a product issue, but before logging a new CR, the CR creator queries to see whether a duplicate issue already exists. For more information, see Querying for Existing Change Requests.
   • Update Existing Change Request Comments. If the search reveals an existing CR for the issue, then the CR creator enters a comment with missing relevant information.
   • Log New Change Request. If the CR creator cannot find an existing issue, then the creator generates a new CR. For more information, see Logging Change Requests and Generating Change Requests from Service Requests.
2. Add Attachment. Optionally, the CR creator can add attachments, such as screen captures and configuration files, to clarify the issue.

Querying for Existing Change Requests

Before logging a new change request (CR), a CR creator queries to see whether a user already recorded a duplicate issue in an existing CR. The creator can find duplicate issues by searching on various combinations of key words used to describe the problem.

To query for an existing change request

1. Navigate to the Quality screen, then the Change Request List view.
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, then you might query on one of the following phrases:

   • Attachment not working
   • Attachment function broken
4. Run the query.
5. If the query results show that a CR record already exists for the issue, then drill down on the Change Request number (#) field in the Change Request list.
6. In the More Info form, update the Comments field with relevant information that is not already recorded.

Logging Change Requests

If the change request (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 for the problem, the environment (operating system, server type, and so on) where the problem occurs, and the precise steps for reproducing the problem.

The creator enters most of this information in the left side of the Change Requests form, labeled Change Request Description.

To log a change request

1. Navigate to the Quality screen, then the Change Request List view.
2. Create a new CR record, and complete the fields as appropriate.

   Some fields are listed in the following table.

   Field	Comments
   Summary	Type a brief description of the CR. Enter a description that is concise enough so a reader can immediately understand the overall issue.
   Type	Select the CR type. Accept the default value of Product Defect, or select another value to identify the CR as an enhancement request, a user interface issue, and so on.
   Build	Select the product build in which the issue occurs.
   Area	Select the functional product area for the CR.
   Subarea	Select the functional product area subdivision related to the Area field that you select. When you select a value in this field, the Product Line, QA Owner, and Engineering Group fields are automatically populated.
   Severity	Select an assessment of the seriousness of the issue.
   Description/How to Reproduce	Type a detailed description of the issue. If the CR describes a product defect, then enter complete step-by-step directions for reproducing the issue.

3. Drill down on the Change Request number (#) field.
4. In the More Info form, complete the fields as appropriate.

   Some fields are listed in the following table.

   Field	Comments
   Product Line	Displays the product line the CR affects. This field is automatically populated when you select a value in the Subarea field.
   QA Owner	Select the quality assurance team owner of the CR. This field is automatically populated when you select a value in the Subarea field.
   Special Tag	Select statuses or actions that other fields do not identify. You can use special tags for purposes such as reporting, tracking, querying, exporting, and localization. You can specify multiple tags.
   Tag Summary	Displays all the tags that you select in the Special Tag field.
   Comments	Type a comment describing actions for the CR and any additional information that other users might need to understand, track, or resolve the issue.

Generating Change Requests from Service Requests

Occasionally, a change request (CR) originates from a customer by way of a service request. If the technical support person who receives the service request for a customer decides that it represents a product issue, then this person can log a CR for the service request.

For more information about service requests, see Service Requests and Solutions.

To generate a change request from a service request

1. Navigate to the Service screen, then the Service Requests List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Change Requests view tab.
3. In the Change Request list, add a new CR record.

   NOTE:  In addition to adding existing records in the Change Request list, you can create a new record. First add the required fields to the list. Click the menu button, and select 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 described in the following table.

   Field	Comments
   Area	Select the functional product area for the CR.
   Subarea	Select the functional product area subdivision related to the Area field that you select. When you select a value in this field, the Product Line, QA Owner, and Engineering Group fields are automatically populated.
   Status	Displays the status of the CR.
   Substatus	Displays the substatus of the CR.
   Severity	Select an assessment of the seriousness of the issue.
   Database	Select the type of database running in the environment.

4. Complete the fields as appropriate from the information in the service request.

   Some fields in the Change Requests view are listed in the table in Closing Resolved Change Requests.

5. In the Change Request list, drill down on the Change Request number (#) field.
6. In the Comments field of the More Info form, note that this CR originated from a service request, and add any additional relevant information.

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