RFC - Request for Change
Modules:
- Create New Request (Record Producer)
Contents of the form (Set fields that needs to be mandatory and/or read only)
- Number
- Status
- Requestor
- Service
- Urgency
- 0 - None
- 1 - Low
- 2 - Medium
- 3 - High
- Short Description
- Value should be Urgency + Short Description (after submission)
- Description
- Assignment Group
- Assigned To
- Work notes
- Maintain Request - show all RFC records
Note: Record Creation should be restricted in this module.
- Create a notification that will send notifications to the requestor when a new ticket is created, updated, and completed.
- Auto assign the tickets to the assignment group and auto-assign the tickets to the members of the group (Round robin). Create a notification that will send notifications to the assignment group and the members the ticket was assigned to.
- Create an SLA for the record created based on Urgency
- None = 12 days
- Low – 8 days
- Medium – 6 days
- High – 4 days
