Course Maintenance Request Form Workflow

Casey Shew Updated by Casey Shew

How do I use the workflow statuses?

The Course Maintenance (New) Wrike Workflow will be the standard used for Product Maintenance Tickets. Below, you can see a list of all the status options within this workflow. As you work on tickets, you will flip the tasks to these statuses as appropriate to track the progress of the ticket and communicate with others that are working on the ticket. 

All tickets begin as “New” and most are then evaluated by the Product, QA, and ID teams as applicable. Once they are evaluated, teams will assign out work as needed, and team members will use the workflow statuses as they progress through their work.  Use the appropriate Team “Review” statuses while investigating issue/problem solving. Move to “Ready to Implement” when the fix is identified, and move to “Implementation In Progress” while working on implementing the fix.

To finish the workflow, tickets will be marked as “Done” when finished with a fix or may be marked “Not Applicable” or “Future Updates” if they did not get completed but are not relevant fixes. In this case, “Not Applicable” means that the issue is not relevant or was not reproducible and, thus, cannot be fixed by the team. “Future Updates” means that the ticket will be flagged as relevant for review when the program is up for an update in the future. In both of these cases, the person who finishes the ticket and flips the statuses to either Not Applicable or Future Updates and the WrikeBot will post a reminder on the task to send an email to the requester using a template to provide insight for the requester on the final status of their ticket. 

  • New
    • Default status upon submission of the ticket
    • Tickets from HelpDesk auto-assigned to Karen Shepherd
    • All other tickets auto-assigned to Chörben Miller, Serena Stern, Zoë Roberts
  • Ticket Evaluation 
    • Flip to this as soon as team member begins to review
    • Triage, validating issue, tagging in appropriate people for more info if needed
  • Ready to Implement 
    • Same functionally as ‘To Do’
  • Implementation In Progress
    • In the process of implementing the fix/update
  • Product Review
    • With product owner/product team for feedback
    • Auto-assigns to the product owner based on what unit is specified in the Academic Unit custom field
  • Faculty Review
    • Waiting on faculty input
    • Auto-assigns to the product owner based on what unit is specified in the Academic Unit custom field
  • Facilitation Review
    • Waiting on input from a facilitator or PFM
  • Tech Review
    • With tech team for input/solutioning
    • Auto-assigns to Ted Blanchard
  • QA Review
    • With QA team for review
    • Auto-assigns to Karen Shepherd
  • CSG Review
    • With CSG team for review
    • Auto-assigns to Yumi Suh
  • Instructional Review
    • With LSG team for input/solutioning
    • Auto-assigns to Paul Skiera
  • Future Updates
    • Final status for tickets that don’t require immediate action, but will be saved for consideration when we update the course/program
  • Done
    • All tasks completed!
  • Not Applicable 
    • No action needed - possibly:
      • Could not reproduce issue
      • Deemed not important/doesn’t have any immediate impact
      • No action possible from maintenance team
      • Duplicate/erroneous ticket
      • This status is effectively the same as Done- takes ticket out of active workflow

A common workflow will look like:

New > Ticket Evaluation > [Prod/Tech/LSG/Faculty] Review > Ready to Implement > In Progress > QA Review > Done

A few more examples of potential workflows:

  • New > Ticket Evaluation > LSG Review > Faculty Review > Ready to Implement > In Progress > QA Review > Done
  • New > Ticket Evaluation > Tech Review > Ready to Implement > In Progress > Done
  • New > Ticket Evaluation > LSG Review > Not Applicable
  • New > Ticket Evaluation > Prod Review > Future Updates

Check out this flowchart to help visualize the workflow statuses.

What should I do once I mark a ticket as ‘Done’, ‘Not Applicable’ or ‘Future Updates?’

When you mark a ticket as ‘Done’, send an update of what has been done to the original reporter using the “Email to Requester” feature (available if the reporter is NOT a Wrike user) otherwise tag in the reporter in a comment (if the reporter is a Wrike user). 

Please reference the pre-prepared language for ‘Done’, Not Applicable’ and ‘Future Updates’

How did we do?

Submitting a Course Maintenance Request

Wrike Best Practices for Degree Program Projects

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