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The purpose of this procedure is to define what actions should be taken when issues and requests have been raised via the portal from users of Transform systems.


This documents is applicable to all personnel who deal with customer requests that come in via the Jira portal. It covers the how items should be raised, responsibility or both Transform employees and users and the timing which tasks should be dealt with.

Related Documents



A webpage that allows users of the system to requests or issued for the team to deal with.


Service Level Agreement - a commitment between a service provider and a client.


Head of Improvements

Completing an initial review of New Feature requests and approving or declining the request.

Issuing quotes to the user once the scope has been agreed.

Ensuring the tickets are kept up to date in the New Features board for reporting reasons & issuing the reports to external/client management teams to define the ticket priority and release dates.

Business Analyst (BA)

Liaising with the requester to gather requirements for approved New Feature requests and confirming the scope with the client.

Raising the approved request with the development team using the information confirmed on the ticket.

Raising Issues & Requests Process

Process Flow

Reviewing Requests

It is the responsibility of the Head of Improvements to review all requests that are created via the New Features portal and Accept or Decline them. All requests must be reviewed within the timescales set within the SLA’s. There decision should be based on the following:

  • Is there something that is already scheduled onto the roadmap that meets this requirement?

  • Is there already a feature within the system that covers this requirement?

  • The New Request is actually a bug within the system

  • The amount of effort to complete the request is greater than the benefit

  • A similar or the same request has already been raised

All tickets created in the New Features board will show an ‘Approve' & ‘Decline’ button.

Approving the ticket will start the next stages for processing the request.

Declining will close the ticket, a reason must be provided to the requester as to why it’s been declined.

Understanding the Requirements

It is the responsibility of the BA to gather all requirements for the requests that have been raised and gain approval from the requestor that their request has been understood. The BA is responsible for all tickets that are set to ‘Requirements Gathering’ within the Jira board.

For all approved requests, the BA must liaise with the requestor to collate all of the information to create a scope. If the BA is waiting for information from the requestor, they must set the ticket status to ‘Awaiting Client Info’ to help with the accuracy of SLA’s.

It’s important that all discussions are recorded on the ticket that has been raised for auditing and quality reasons. If any discussions are had offline such as emails, teams messages or phone calls, it’s important that this a retrospectively recorded on the ticket details the key points.

Once the requirements have been gathered, the BA must then comment on the ticket with the scope of work/user stories that will be given to the development team so they can approve, decline or make any changes. The scope must be recorded on the the ticket so it is documented correctly along with any relating comments. The scope can be left has a comment for smaller requests, or the below template can be used for larger requests.

Scope Template

Once the scope has been agreed, the BA must raise development tickets using the approved scope/user stories and change the ticket status to ‘Ready for Estimates’ if there is a fee required or ‘Development Queue’ if there are no fees required.

Issuing Quotes

It is the responsibility of the Head of Improvements to issue quotes out once the scope has been approved.

Prior to doing this, they must gather estimates form the relevant teams from the Teams chat which are:

  • Development (BAU Team)

  • QA Team

  • UX/UI

A link to the development ticket(s) must be sent for the teams to review and provide the amount of days it will take them to complete request.

The Head of Improvements will then use the below template to create a quote using the estimates provided.

Quote Template

This information must also be included within the below fields on the ticket for reporting reasons:

  • Quote Number - the number/quote reference

  • Estimated Time - the total time that has been given by all teams to complete the request

  • Total Value - the total value of the request (total days x day rate)

  • Transform % - the % of the cost Transform take

The ticket status must then be set to ‘Quote Issued’ and it is now up to the requester to approve or decline the quote. If a quote as been approved a method of payment must be provided by the requestor before proceeding.

Scheduling Approved Tickets

All tickets that are approved and have payment where required will be placed into a development queue. It’s important that ‘PO’ field has been updated on the ticket for reporting reasons.

All tickets that are at this stage will have the status ‘Development Queue’. Tickets are scheduled into releases based on priority by the client.

The Head of Improvements is responsible for providing the client with a report of all open requests so they can review their requests and select the high priority tickets.

The Head of Improvements must then liaise with the Product Manager to see if the selected requests are able to fit in the upcoming release, providing them with the ticket details and the total estimated days.

Once the Product Manager has agreed which tickets can go in the upcoming release, the Head of Improvements must then update the following:

  • The ‘Due Date’ for the selected tickets to show the release date they will be Live

  • Update the ticket statuses to ‘Raised with Development’

  • Update the announcements in the portal to list all tickets that have been selected for the next release

For further info on the scheduling/roadmap process please see -

Completed Requests

Once a ticket has been complete, the ticket status will be set to ‘Client Sign Off'. The ‘Actual Time’ field must also be complete, this is so the ‘Estimated Time’ and the actual time the team took to complete the request can be reported on and improvements can be made where necessary.

If the client is happy with the changes implemented, the ticket status can be set to ‘Done’. The ticket is now closed and any additional changes must be raised on a new ticket.

Response & Action Timescales

This is an extract from Service Level Agreement (SLA)

Service Level Agreement (SLA)

Required Actions

There are 3 main actions that must complete for every ticket that is raised from the portals.




A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed.


A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales.

The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc.


A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed.

Timing of Actions

Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.

The timescales listed are working hours/days




Quote Issued


Critical Bug

30 mins

1 hour


4 hours

Bug – High

3 hours

1 day


3 days

Bug – Medium

3 hours

1 day


Included in next available release

Bug – Low

3 hours

1 day


Included in next available release

Support Query

3 hours

1 day


3 days

New Features

3 hours

1 day

10 days

Prioritised by client into available release

Data Requests

3 hours

1 day

5 days

Prioritised by client into available release

Working Hours (Time zone = GMT (Greenwich Mean Time))


Opening Time

Closing Time






















Definitions of Ticket Status



New Request

The ticket has been created and is waiting to be reviewed

Requirements Gathering

The ticket has passed the initial review and has been passed to BA to ensure we have all of the details required to completed the request

Scope Issued

BA has issued a scope to the requester and is waiting for them to approve or decline/change the scope of work

Ready for Estimates

If a request has fees attached, and once the scope has been approved, the request is then sent for estimates so we can produce a quote

Quote Issued

All estimates have been gathered, a quote has been produced and issued to the requester to provide payment for the development work

Development Queue

The scope has been approved, any fees have been paid and the request is now waiting to be selected for a future release

Raised with Development

The request has been selected for the next release and is with the development team

Ready for Release

The development, design work and testing is complete and the request is waiting to be pushed through into Live on the release date

Client Sign Off

The request is Live ready for the requester to review and confirm the work that has been complete meets the approved scope

Awaiting Client Info

A member of the Transform team required further information from the client so they can proceed with their request


All requirements for the request has been complete and the ticket is now closed


The request has either been declined by a member of the Transform team or the requester no longer requires this