Customer Requests - 1100

Customer Requests allow customers to submit, view, and edit development requests and questions.

Request Types

• New Feature
• Issue
• Enhancement
• Question

*See form tooltips for additional information.

Managing

Dedicate specific managers to coordinate and manage all Customer Requests within your organization.

Users who wish to submit a CR should submit their request to the CR manager. The CR manager would then review the request to make sure it has not already been submitted. As well as confirm it is something approved within your organization to be submitted to Vimsoft, such as a New Feature or Enhancement.

Submitting

• Title: Short, descriptive, clear. Gives an idea of what the CR is about.
• Reported Version: Version # of VimBiz in use when the Issue, Enhancement, New Feature, or Question was asked.
• Description: See the Guidelines link (on the Submit page) for detailed examples on recommended best practices.
• Attachments / Screenshots: Take large screenshots that includes the form name.

Setting accurate priorities for Customers Requests is important. Priorities should be relative to other submitted requests.

1. Very High: An essential improvement which will significantly increase the operating efficiency or will significantly reduce the chances of user errors.
2. High: An important improvement which will increase the operating efficiency or will reduce the chances of user errors.
3. Medium: An improvement to a secondary feature or related to main features, which would im-prove operating efficiencies or would reduce the chances of user errors.
4. Low: An improvement to a feature or functionality that is not frequently used, which could im-prove operating efficiencies and could improve the learning curve.
5. Very Low: Nice to have feature or functionality, with low business impact but that will add value to the overall operating efficiency.

Each Customer Request has two statuses:

• Customer Status
• Vimsoft Status

Having two statuses allows a Customer Request to be updated by both parties independently, without overwriting each other’s changes. All changes are logged and can be viewed in the Customer Request History.

For a full list of statuses with descriptions see the Customer Request – View “More Info” link.

Note: Status changes and new Notes conveniently trigger email notifications to keep both parties updated.

Status updating example: From Submitted to Closed.

[Updated statuses are in displayed in bold]

	Customer	Status	Vimsoft	Status
1	A Customer Request is submitted. [Low Priority - Enhancement]	Submitted		Submitted
2		Submitted	Vimsoft reviews the request and updates their status to Reviewing.	Reviewing
3		Submitted	After analysis of the Customer Request, it is deemed development time will be required and more information is needed. Vimsoft adds a Note and sets the status to Returned.	Returned
4	The missing information and approval for development cannot be provided until a later date. The status is set to On Hold.	On Hold		Returned
5	The missing information is attached to the CR, a Note is added, and the status is updated to Request For Quote.	Request For Quote		Returned
6		Request For Quote	A Note is added confirming the missing information has been received and the status is updated to Reviewing.	Reviewing
7		Request For Quote	After review, development time has been determined. Vimsoft adds a Note, sets Development Days and Quoted Days, and sets the status to To Authorize.	To Authorize
8	The number of paid development days is approved. The status is updated to Authorized.	Authorized		To Authorize
9		Authorized	The status is updated to In Development.	In Development
10		Authorized	Development has been completed. A Note is added, Delivery Method is updated, and the status is updated to Ready for Delivery (Completed).	Ready for Delivery (Completed)
11	The enhancement is tested internally and the status is set to Applied.	Applied		Ready for Delivery (Completed)
12	The enhancement passes internal testing, and the status is set to Passed.	Passed		Ready for Delivery (Completed)
13		Passed	The solution has been determined satisfactory.	Closed
14	The solution has been determined satisfactory.	Closed		Closed