How should end users submit potential enhancements or defects?

[Jon Collins2]

Hi Folks, 

How are you allowing end users to submit enhancements and defects for the Agile Development module?

1. Are you using record producers that directly create the enhancement and defect records?
2. Are you having users submit requests that then after vetting, get turned into enhancements and defects? 
3. Are you using the idea portal? 

With option #1, the concern would be that many "non" enhancement/defects would be submitted by end users that were not truly either of these. With option #2, it's not really a request, but I suppose this could work. For option #3, ideally, I'd like to not use the idea portal, as we are not looking for crowd sourcing/community voting on enhancements and defects. I also explored the feature_user role, but this allows too much visibility and editing access to other enhancements.  

We simply want end users to be able to submit potential enhancements and defects for analysis, followed by potential backlog/sprinting. 

Thanks in advance!

[John Zhang1]

During the herpercare of Go Live, we usually use MS Excel to track all issues. All testing users can access this excel file from MS Teams channel.

We have support team to review this excel file to identify whether it is an enhancement or a defect.  If this is a defect, then we record this defect in Defect form under Agile Development app, but if it is an enhancement, then we record it into the enhancement form under Agile Development app by assigning for the resolution 

[Jon Collins2]

Thanks John, but this would be for well past go-live, and in more of a business-as-usual scenario, where hypercare is not a consideration. Any thoughts for how best to have end-users submitting their potential enhancements and defects for consideration? 

[John Zhang1]

I think you can create catalog item with the flow/workflow process with the following steps

1) End of user can submit their request (request item) through the service portal 

2) the Flow/workflow will be triggered after the request item request is created.

3) The following join two approval tasks shall be created via the workflow for reviewing : 

    a: Is potential enhancement ?

    b: Is defect?

4) If the potential enhancement is approved, the enhancement record is created using Run Script, otherwise do nothing.   Same thing to defect, If the defect is approved, the defect record is created using Run Script, otherwise do nothing.   

[Logan Poynter · Accepted solution]

Hello Jon,

"We simply want end users to be able to submit potential enhancements and defects for analysis" - I personally read this as a combo of #1 and #2 in your post rather than either or on its own, and would be a perfect candidate for a Catalog Item + Flow. On the item, you ask the important questions allowing the user to enter what they think it is they are requesting (enhancement or defect), capture all of the details around the what/where/when/why - that sort of thing.

Then, use Flow Designer to build out the logic to operate as a mediator and drive the process. Item is submitted, then you funnel it through a vetting process via approvers, validation task(s) (i.e. have the requester show and tell to rule out "one-off" issues they experienced), and once it's determined to be a valid request, have the flow create the appropriate record and dump whatever context from the item into the appropriate Agile record. 

Just my 2 cents. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan