Support Request Workflow

Introduction The Software Request Workflow is a structured process designed exclusively for Oobeya customers to submit, evaluate, and implement requests for software updates, new modules, or integrations. This workflow ensures that all requests align with business objectives and are handled efficiently.

Important: This service is available for Oobeya customers only. To gain access to the Helpdesk and submit requests, customers must first contact us at [e-mail] to receive their Helpdesk account credentials.

Support Request Workflow

Step-by-Step Explanation

1. Submission

   • Access to the Helpdesk is required, and credentials can be requested at [e-mail].

   • Customers submit the Software Request Form via Oobeya Helpdesk.

   • Ensure the form includes all required details such as the request subject, justification, and relevant attachments.

2. Evaluation

   • Requests are reviewed bi-weekly by a dedicated committee.

   • Outcome:

     • If the request is not feasible, it is rejected with a justification.

     • If feasible, it proceeds to analysis.

3. Analysis & Prioritization

   • The scope and impact of the request are analyzed.

   • Prioritization results are provided within 1-5 days, depending on the request's complexity.

4. Planning

   • A detailed plan is created, including timelines, milestones, and resource allocation.

5. Development

   • Approved requests are developed according to the plan.

6. Testing

   • Comprehensive testing ensures the quality of the delivered solution.

   • A unique request number is assigned for tracking.

   • The customer is notified, and approval is sought before release.

   • A release date is communicated.

7. Release

   • The requested feature or update is deployed and made available to the customer.

8. Feedback and Improvement

   • Stakeholders provide feedback to improve results further.

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Notes and Guidelines

• Requests must be submitted with complete and accurate details to avoid delays.

• For urgent or critical issues, contact our support team at [e-mail].

• The Helpdesk portal can be accessed only by verified Oobeya customers with active accounts.