Lifecycle of a mRFC ticket for Remedy 7.

6
Starting Point
Tickets 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 Assignedas well as the
Assignee. Save

3) The Scrum Team begins work on a ticket.

a. Change status to In Progress
b. Enter a Target Date
c. 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/yearin the Notesfield 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
Publicradio button for View Access and Select Locked radio
button.

c. Change the Work Info Typeon the default to Status Update

d. Enter Business has been requested to complete final business
acceptance in the Notesfield 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
Notesfield.
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 Categoriztionsunder 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 1
i. Tier 2 Select Software Application/System
j. Tier 3 Select ERP Application
k. Product Name ( R)+ Specify SAP Namex
l. *Confirm that within Operational Categoriaztion states
Enhancement has been entered for Tier 2 as well.

9) Scrum Team creates the CHG ticket in Remedy 6.0

a. Enter the INC # from Remedy 7.6 within the Summary Tab in
Remedy 6.0
b. 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.