Release Notes: 2.46.0 MyVCM Tickets Module Update

High-Level Summary:

This update brings 4 primary updates to the MyVCM Tickets Module.

1. Template Tickets - The ability to create pre-filled tickets to use as reusable ticket templates in MyVCM 
2. Ticket approval workflow - The ability to add either optional or mandatory pre and post approvers to a Ticket approval process
3. Ticket type as a configurable list type - This allows for the ability to change the system’s default ticket categories when creating Tickets. The Incident ticket type category will always keep the attribute for incident date and time. 
4. Tickets UI update - This is an update to the UI for the Tickets module 

New role-designation descriptions

 

Pre-approver

• This is the person that must complete ticket approval before the Ticket can be resolved

1. Sample business cases:
1. Purchase pre-approvals
2. Pre-approval before allowing the Ticket task to be commenced
3. Pre-approval for Ticket configuration process

 

• If there are any mandatory pre-approvers, they must approve the Ticket before the task for the Ticket Owner will be generated by MyVCM
• If there are only optional pre-approvers, the Ticket Owner will receive their pending task immediately. 

Post-approver

 

• This is the person that must take the action to approve a ticket before the Ticket can be closed, but after the task has been completed and the ticket has been resolved. 

1. Sample business cases:
1. Evidence reviews
2. Internal Ticket management process verification

 

• If there is only optional post-approvers, the Ticket Owner can close the ticket without requiring this approval.

• If there are any mandatory approvers, the Ticket Owner can only resolve the ticket, before sending to the mandatory post-approver to complete their approval before the ticket can be closed

 

Ticket template manager 

1. In the Role permission settings, this is a user who has Ticket Templates “Manage” permissions in MyVCM. 
2. At launch, this will be on by default for any user who currently has Delete permissions in the Tickets module

 

Ticket template user

1. In the role permission settings, this a user who has Ticket Templates “View” only permissions. 
2. A launch, this will be on for all users 

View of Template role settings

New attributes introduced

 

View of Create/Edit Ticket Template

• Template title (required attribute) [On Ticket template] -
  • Name of the ticket template.

 

• Default ticket name  (Optional attribute) [On Ticket template] - 
  • This is the standard name to be used when a user creates a ticket from this template.
  • When implemented as a new ticket MyVCM will use this attribute to create the default ticket name with the date/time information.

• ex: if the default ticket name on the template is Purchase Request
• A new ticket created from this ticket template on October 5th, 2021 at 5:18pm will be called Purchase Request Oct 5, 2021 5:18pm

 

• Template description (Optional attribute) [On Ticket template] -
  • The description information about the ticket template. 
    • For example, user could use this to inform about the purpose of the ticket template and how it is meant to be implemented

 

• Default due date setting (Optional) [On Ticket template] -
  • Because the templates can be reused multiple times in the future, setting the specific date for task creation isn’t possible.  Instead, the user should pick a window of time that is applicable to the template

 

• Date/time selectors on ticket template
• Similar to how this works in the audits module running cycle the user will pick the denomination of time (Day, Week, Month, Year) and the unit of time (1-30).
• User should be able to type the numerical in the dropdown selector box

Updates to Ticket Status’

 

• Deleted (For the system - not user-facing)
  • The ticket has been deleted from the MyVCM instance

 

• In pre-approval

• The ticket has non-optional approvals and the task for the task owner is waiting for the approval to finish
• No task has been generated for the task owner

• In progress

• Task owner has possession of the task
• The ticket can have non-mandatory approvals

• In-post approval

• The ticket has been resolved the by Ticket Owner (Assignee) but still has non-optional approvals
• No pre-approvals can be added at this time

• Closed

• The ticket has been closed either by the Ticket owner (Assignee) or Post-approver task completion

• Rejected by pre-approver

• The ticket has been rejected by a pre-approver
• Approval process is paused - user must restart to change ticket to In progress or In-preapproval or In post-approval status. 

• Rejected by post-approver

• The ticket gets rejected by a post approver
• Approval process is paused.
• Approval process is paused - user must submit a new resolution note and send to postapprovers to change ticket to In postapproval status or Close the ticket to complete the Ticket. 

Workflow Updates

 

Ticket Templates 

 

• New ‘Manage Templates’ tab

 

• This tab is for users to view existing ticket templates, and manage custom templates.
• Custom Templates can be edited and deleted
• MyVCM system templates and MyVCM standard templates can not be deleted 

 

• User with Ticket template manager permissions can create a ticket template in 2 ways:

• From an existing Ticket
• New option in the Ticket settings menu on a saved ticket will allow the user to clone a ticket as a new Ticket template 
• From Blank
• User will be able to create a new template from blank

 

• Users with Ticket Template user permissions will be able to access and create tickets from Add ticket button in the Tickets module

• Two sided button functionality
•  If the user clicks on the side without dropdown a new blank ticket will open
• If the user clicks on the drop arrow, user will be able to select from Ticket templates 

• View recently used templates

• The system will display the top 5 most recently used templates at the top of the Ticket template list by the user after they create tickets from templates the first time. 

View of add ticket from template side-drawer

• Ticket templates will be removed from the Template Library

1. Ticket templates will no longer display in the Template library, and will only display in the Tickets module > “Manage Templates” or within the “Add evidence” in an Assessment under “Templates” 

Ticket approval workflow

 

New pre-approval workflow

 

• Functionally the same as it is in the Documents module except the following Tickets module specific use cases:

 

• • If mandatory pre-approvals are present, the pending task for the Ticket Owner will not generate until all mandatory approvals are complete
  • If optional pre-approvals are present, the pending Ticket task will generate immediately, as it does with the current tickets module. 

• • A ticket pre-approval rejection, will reassign the ticket back to the Ticket Owner, and the approval process will need to be restarted. 

 

• Ticket pre-approvers can be added until the ticket is resolved
• Following rules should be observed:
• non-optional approvals can be added when the ticket is in progress, if added then the ticket will change to the in-preapproval status
• If the Ticket owner submits resolution when there are optional approvals, then optional approvals will be canceled

 

• Users can only add pre-approvers to Smart tickets 

 

New post-approval workflow

 

• Initiates once the Ticket Owner submits a resolution note, and chooses the option to send to post-approvals

 

• • Ticket owners can bypass optional post-approvers and close the ticket
  • Ticket owners can choose to have the Ticket close automatically after mandatory post approvals are submitted - otherwise, they will have to do this manually with a new resolution note.

 

• A ticket post-approval rejection will revert ticket to In Progress status to alert the Ticket Owner, and the approval process will need to be restarted by submitting a new resolution note. 

 

• Post-approvers can not be added to Smart Tickets