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Request Workflow Process

rap-X provides a comprehensive workflow process for managing customer requests. A request passes through a number of statuses, which determine visibility and which actions may be taken.

The table below describes the various status stages through which a request passes:

Status: Customer draft and approval
Visibility Users within the customer organisation only
Voting? No
Description Customer users can create Requests. They can be automatically approved and sent to next stage of the workflow for resolution by the Support organisation. Or you can configure rap-X so that Requests must be manually approved by a Customer User with appropriate authority (eg. a manager). This allows a manager at the Customer site to review and approve the requests before they are sent to the Support organisation for resolution.

Status: Unactioned
Visibility Supplier & users in the originating customer organisation only
Voting? No
Description This stage indicates that the Request has been sent to the Support organisation, but receipt has not yet been acknowledged. A Support user must approve the Request for it to progress to the next stage. By approving, the Support organisation is acknowledging that the request has been received and reviewed. The Support organisation can decide to flag the Request as "public" to make it visible by all customers, or "private" and visible only by users in the originating customer organisaion.

Status: Acknowledged
Visibility Supplier & Customers (all customers if "Public", only users in the originating customer organisation if "Private")
Voting? Yes
Description This stage indicates that the Request has been received and reviewed, but no action has been taken to resolve it yet. The Support organisation might be working on other Requests of higher priority. Or if it is a PUBLIC Request, the Support organisation might wait to see if other customers vote support for this Request, before they start work on it.

Status: Active
Visibility Supplier & Customers (all customers if "Public", only users in the originating customer organisation if "Private")
Voting? Yes
Description This status indicates that a Support user is actively working on this Request.

Status: For signoff
Visibility Supplier & Customers (all customers if "Public", only users in the originating customer organisation if "Private")
Voting? No
Description The SUpport organisation believes that the Request has been reolved, and a resolution has been attached. The SUpport oragnisation would like the Customer to confirm that they also believe the Request has been resolved. The Customer user can indicate this by adding a comment.

Status: Closed
Visibility Supplier & Customers (all customers if "Public", only users in the originating customer organisation if "Private")
Voting? No
Description The Request is closed. If necessary, it can can be re-opened by a Support user.

 

Process Overview