Applications Support - Requesting New Features or Enhancements – MMIS

Question -

What information should I supply when submitting a support ticket for a feature or enhancement?

Answer -

It is important to always supply adequate information from the initial creation of your ticket.

This will drastically improve the quality of our documentation and increase the likelihood that your request will be picked up for a future release.

Including all of the applicable information available in the tickets you create will enable the MMIS Team to understand the request and get a ticket on file for development more accurately and efficiently.

Some things to consider including in your ticket:

Describe how the current functionality does or does not provide an avenue to achieve your goal and how the new enhancement would change/impact that.
Describe the challenge you are facing to the best of your ability and what you are looking to see changed.
Include screen shots with the URL, explain where in the system you have noted the need for an improvement.
If possible, put your use case information into a word document to explain exactly how you would expect the new functionality to work.
Is this something your team needs right away? If so, are you willing to submit this request via the formal change order process?
What is the use case for this new feature/improvement and what value will it add for you?

These are guidelines/suggestions and are not applicable to all issues.

Please note - Enhancements/Improvements are considered SLA N/A items and there is no formal commitment to completing these requests within a particular amount of time.

Our normal process for addressing Improvement requests is:
- The support team will file the request with the development team.

- The support ticket is then closed and future tracking of the request takes place within the product team.

- While your Zendesk ticket will be closed, the request will continue to be tracked within our product backlog. A product manager may reach out to you directly regarding your request to establish additional information or clarification.