Lifecycle of a mRFC ticket for Remedy 7.6

Starting PointTickets prepped by Product Owners will be transfered into our queue as “Pending Future Enhancement”, assigned to Frank Tenore

1) During a story point session, the Scrum Master updates “Story Points” under “Notes” field by entering one space after colon and entering the number. Save

2) Sprint Planning meeting takes place, and the Scrum Team accepts the ticket into a Sprint by changing status to “Assigned”as well as the “Assignee”. Save

3) The Scrum Team begins work on a ticket.a. Change status to “ In Progress”b. Enter a Target Datec. Under “Add Work Info: More Details” section , select the “Public” radio button

for “View Acess” and Select “Locked” radio button.d. Leave the “Work Info Type” on the default of “General Information”e. Enter “This ticket is targeted to go into Production on mm/dd/year”in the

“Notes”field under the “Add Work Info” section.f. Save

4) Fast forward and the Scrum Team asks the business to begin final acceptance testing. a. Change status to “Pending” and “Status Reason” to “Client Action Required”b. Under “Add Work Info: More Details” section, select the “Public”radio button for

“View Access” and Select “Locked” radio button.c. Change the “Work Info Type”on the default to “Status Update”d. Enter “Business has been requested to complete final business acceptance” in

the “Notes”field under the “Add Work Info” section

e. Save

5) CHANGE TICKET NO - CHG29379 .

6) RFS Link –

7) Scrum Team receives approval on final acceptance testing on a ticket. a. Change the status to “Pending” and “Status Reason” to “Request”b. Under “Add Work Info: More Details, section select the “Public” radio button for

“View Access” and select “Locked” radio button.c. Change the “Work InfoType” on the default to “Status Update”d. Enter “Business has approved final business acceptance and the ticket is now

scheduled to go live on mm/dd/year” in the “Notes”field.e. Save ticket

f.

8) Scrum Team receives notification that the change was successfully imported into Production

a. Change the status to “Resolved” and “Status Reason” to “No Further Action Required”

b. Under “Add Work Info: More Details, section select the “Public” radio button for “View Access” and select “Locked” radio button.

c. Change the “Work InfoType” on the default to “Resolution Communicaiton”d. Enter “Business has approved final business acceptance and the ticket is now

scheduled to go into Production on mm/dd/year” in the notes field.

Business has approved final business acceptance and as per schedule release,Changes are avaialble in ECP Production

e. Select “Categoriztions”under “Links” menu on the left side of the screen and a pop-up screen will appear.

f. Under “Resolution Categorization section, Select “Application Requests “ for Tier 1

g. Tier 2 Select “Enhancement”h. Under “Resolution Product Categorization” Enter “Software” for Tier 1i. Tier 2 Select “Software Application/System”j. Tier 3 Select “ERP Application”k. Product Name ( R)+ Specify SAP Namexl. *Confirm that within “Operational Categoriaztion” states “Enhancement” has

been entered for Tier 2 as well.

9) Scrum Team creates the CHG ticket in Remedy 6.0a. Enter the INC # from Remedy 7.6 within the “Summary” Tab in Remedy 6.0b. Follow previous steps when creating a change ticket by adding test scripts,

approvals etc.

* The INC# MUST be entered in the following format: INC0000000##### to ensure accurate tracking and reporting.