Goals
- To promote customer satisfaction
- To articulate and route requests to authors accurately and appropriately
- To ensure accurate and timely communication of status
To close or escalate request with user consensus
- To generate relevant statistics
Background and strategic fit
Meeting SNOMED CT international requests plays a critical role in providing the necessary service to requesters with many member countries and internal authors realizing they need to improve the request process. The Request Management process would be designed in such as way that it would be a formal process is used to manage each request related to authoring from both external and internal. The request management provides:
- Single a central point for accepting, managing, tracking, and fulfilling all requests (ad-hoc requests, batch requests, concept model change, planned content project, and promoted content).
- Catalog of standardized requests
- Automated and consistent process for template-based authoring and batch editing
- Ability to rapidly requests to support a dynamic business environment
- Executive dashboard and service metrics
Assumptions
- Request management is only for content authoring request management. Mapping request management is not included in this project.
- Users on request management service have been logged-in via Identity Management Service (IMS).
Requirements
| # | Title | User Story | Importance | Notes |
|---|---|---|---|---|
| 1 | Creation and monitoring of requests by those who submitted them | As a requester, I want to create and track the progress of the requests I submitted. | MUST | |
| 2 | Management of requests as a manager | As a request manager, I want to manage projects and relevant requests | MUST | |
| 3 | Management of requests as an author | As an author, I want to manage requests assigned to me so that I can can change the status of the request when I need. | MUST | |
| 4 | Management of request as a requester | As a requester, I want to manage the requests submitted by me so that I can follow up with author who is assigned to my tickets | MUST | |
| 5 | Sending an e-mail message to the requesting user when the request status has been changed | As a requester/an author, I want to receive emails of updates on the request submitted by me/the request assigned to me | SHOULD | |
| 6 | Advanced and efficient search tool | As a requester/an author, I want to search requests by text, ID, etc. | MUST | |
| 7 | Integration to other authoring processes in Orchestration Service | As a user, I want to integrate the request management service with other services. | MUST | |
| 8 | Providing increased visibility into request fulfillment (track request status from entry to completion) | As a user, I want to see all requests I have permission to access. | SHOULD | |
| 9 | Providing an online catalog that lists all services available to a requester (add/edit/retire concept, add/edit/retire description, add/edit/retire relationship, etc.) | As a requester, I want to see a catalog that lists of all types of requests I can submit, so that I can submit the request by using provided request format. | MUST |
User interaction and design
Questions
Below is a list of questions to be addressed as a result of this requirements document:
| Question | Outcome |
|---|---|