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Work Portal - Coggle Diagram
Work Portal
Client
Change Request
Large Request (>10 hours)
Emergency
SLA: to be actioned immediately)
Source: Support hours
Replan
Required pre-approved Support Hours available
Process the request and notify the client about the estimate and the impact of the urgent request on existing deliverables :check:
Required pre-approved Support Hours not available
Check if approval is received via portal
Yes
Required Support hours available
2 more items...
No
Agent refers to sop and Contacts Client :check:
Premium Fee
Required Support Hours avaailble
Process the request and notify the client about the estimate and the impact of the urgent request on existing deliverables :check:
Required Support hours not available
Check if approval is received via portal
Yes
Required Support hours available
2 more items...
No
Agent refers to sop and Contacts Client :check:
High
(SLA: to be actioned in the next open sprint
Source: Initiative Hours
Agent refers to SOP to add to the next sprint backlog, estimates and shares the impact of the change on the current roadmap :check:
Medium
(SLA: to be actioned in the next 1-2 open sprints, Source: Initiative Hours
Agent refers to SOP to add to the upcoming sprint backlog, estimates and shares the impact of the change on the current roadmap :check:
Low
(SLA: Add to Backlog, Source: Initiative Hours
Agent refers to SOP to add to the backlog :check:
Small Request (<=10 hours)
Emergency
(SLA: to be actioned immediately, Source: Support hours)
Replan
Required pre-approved Support Hours available
Process the request and notify the client about the estimate and the impact of the urgent request on existing deliverables :check:
Required pre-approved Support Hours not available
Check if approval is received via portal
Yes
Required Support hours available
2 more items...
No
Agent refers to sop and Contacts Client :check:
Premium Fee
Required Support Hours avaailble
Process the request and notify the client about the estimate and the impact of the urgent request on existing deliverables :check:
Required Support hours not available
Check if approval is received via portal
Yes
Required Support hours available
2 more items...
No
Agent refers to sop and Contacts Client :check:
High
(SLA: to be actioned in the next open sprint, Source: Support hours)
Required pre-approved Support Hours available
Required info available to process the request
Yes
Collaborate with the Dev team to process the request in the next sprint and notify the client about the estimate and tentative completion :check:
No
Agent refers to sop and Contacts Client :check:
Required pre-approved Support Hours not available
Check if approval is received via portal
Yes
Required Support hours available
Yes
1 more item...
No
1 more item...
No
Agent refers to sop and Contacts Client :check:
Medium
(SLA: to be actioned in the next 1-2 open sprints, Source: Support hours)
Required pre-approved Support Hours available
Required info available to process the request
Yes
Collaborate with the Dev team to process the request in the next 2 sprints and notify the client about the estimate and tentative completion :check:
No
Agent refers to sop and Contacts Client :check:
Required pre-approved Support Hours not available
Check if approval is received via portal
Yes
Required Support hours available
Yes
1 more item...
No
1 more item...
No
Agent refers to sop and Contacts Client :check:
Low
(SLA: Add to Backlog, Source: Initiative hours)
Add to Backlog :check: