1. Field Service Guide
  2. Process Flow for Assessing Change Requests

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. The following graphic shows the process flow for the tasks in assessment.

Process Flow for Assessment. This image is described in surrounding text.

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.