This process describes the steps to deliver a custom request, both for billable requests and non billable requests.
Process Type | Ticket |
Pipeline Name | Custom Deliveries |
Process Entry Points:
Client Support Process. When a ticket with category Feature & Development Requests and Ticket Subtype Content Updates (Non Billable) is Elevated, the ticket will be automatically moved to the Validating Request stage of the Custom Delivery process.
Custom Requests Process. When a deal in the Custom Requests pipeline is moved to Deal Won, its associated ticket will be automatically moved to the Delivering Request stage of the Custom Delivery process.
Process Stages:
STAGE NAME | STAGE DESCRIPTION | DATA REQUIRED TO ENTER STAGE | OUTCOME | OWNER | SLA |
|---|---|---|---|---|---|
Validating | Only Non Billable requests will land here (Billable requests will go directly to Delivering Request stage) Ops needs to confirm with relevant stakeholders that the request is a Non Billable one. Ops needs to ensure the request is clear and well scoped. | Category * | A clear Custom Request that we have agreed to categorize as Non Billable. | Operations | 1 Day |
Estimating | Only Non Billable requests will land here (Billable requests will go directly to Delivering Request stage) Project Manager will provide an estimation of the required effort and the delivery date. | Ticket Description * Acceptance Criteria * Target URL * Client Target Date | An estimation of the Effort (hours) and Delivery Date | Project Manager | 1 Day |
Delivering | Billable requests land here directly A Clickup task is automatically created for Tech to deliver the request. | Estimated Effort * Estimated Delivery Date * | A code delivery (a Pull Request) | ||
Verifying | QA verifies that the delivered request meets Acceptance Criteria. If everything looks good, writes resolution notes and move the ticket to Closed (Resolved) [In Production in Clickup] | A validated code delivery (a merged Pull Request) and a explanation of the work delivered | |||
Closed (Resolved) | Delivery is automatically communicated to the client. | Merged Pull Request * Resolution Notes * | |||
Closed (Unresolved) | Ticket closure is automatically communicated to the client. | Resolution Notes * |