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Assessing Change Requests (End User)

After users log change requests (CRs), the product marketing team assesses the new CRs in its functional areas.

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

This topic contains the following related information:

• Process Flow for Assessing Change Requests
• Querying for Unassigned Change Requests
• Reassigning Change Requests
• Closing Unassigned Change Requests
• Prioritizing and Assigning Change Requests

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

Process Flow for Assessing Change Requests

After users enter change requests (CRs), product marketing managers assess the CRs to determine how important they are and who must resolve the issues. Figure 27 shows the process flow for the tasks in assessment.

Figure 27. Process Flow for Assessment

More information about the tasks in this process follows:

1. Query for Unassigned Change Requests. The product manager queries for new CRs in the manager's area of responsibility. For more information, see Querying for Unassigned Change Requests.
   • Close CR. If the product manager decides the CR is not a real issue, then the manager closes it. For more information, see Closing Unassigned Change Requests.
   • Reassign Change Request. If the product manager decides that the CR is a real issue, then the manager determines whether the manager's team can resolve the issue. If the manager finds that the functional area of the CR is incorrect, then the manager assigns it to a new owner. For more information, see Reassigning Change Requests.
   • Close CR. The product manager investigates to determine whether the CR is a duplicate of an existing issue. If appropriate, the manager closes the new CR as a duplicate CR. For more information, see Closing Unassigned Change Requests.
2. Prioritize and Assign Change Request. If the product manager determines that the CR represents a real issue in the manager's area of responsibility and is not a duplicate of another CR, then the product manager prioritizes the CR and assigns it to an engineering manager. For more information, see Prioritizing and Assigning Change Requests.

Querying for Unassigned Change Requests

The product manager queries for unassigned change requests in the manager's functional area.

To query for unassigned change requests

1. Navigate to the Quality screen, then the Change Request List view.
2. Create a query with the necessary field values.

   Some values that you can use 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 change request (CR) describes a real issue, then the manager first confirms that the CR is in the manager's functional area. If the manager determines that the functional area for the CR is incorrect, then the manager reassigns the CR to the appropriate area.

To reassign a change request

1. Navigate to the Quality screen, then the Change Request List view.
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 Change Request list, drill down on the Change Request number (#) field.
5. In the Comments field of the More Info form, add a brief explanation of the reason for reassigning the CR.

Closing Unassigned Change Requests

If the product manager decides the change request (CR) is not a real issue, then the manager can close it for various reasons. For example, the manager might determine that the issue is not a product defect, or the manager might decide to decline an enhancement request.

To close an unassigned change request

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

Prioritizing and Assigning Change Requests

If the product manager determines that the issue in a change request (CR) is new and an owner must resolve it, then the manager 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 relating to the issue.

The product manager enters priority and assignment information in the Resolution section of the Change Requests form.

To prioritize and assign a change request

1. Navigate to the Quality screen, then the Change Request List view.
2. Select the CR record, and change the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Owner	Select the engineering manager who manages resolving the reported issue in the CR.
   Priority	Select the urgency to resolve the issue compared to other issues at hand. The value in this field can be different from the value in the Severity field.
   Targeted Version	Select the release in which to fix the CR issue.

3. Drill down on the Change Request number (#) field.
4. In the Comments field of the More Info form, add a comment summarizing the reasons for your prioritization and assignment of this CR.
5. Complete the other fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Engineering Group	Select the group that delivers the resolution. 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.