Introduction
The article introduces two new features for the WSO2 Support Portal: Service Requests and Change Requests. These features are designed to streamline and enhance how users interact with support services.
Service Requests
Service Requests allow customers to ask for service-related assistance such as installing patches, advisory services, or performance tuning. This feature aims to simplify the process of obtaining additional services that go beyond standard support. Customers can specify their requirements, and these requests get routed efficiently to the appropriate team.
Change Requests
Change Requests are introduced for users needing modifications or updates to their existing solutions. This could include changes to configurations, deployments, or upgrades. The process is designed to ensure that any changes are thoroughly documented and assessed for impact before implementation. This structured approach minimizes potential disruptions and ensures a smooth transition.
Benefits
Both Service Requests and Change Requests offer several benefits:
- Improved responsiveness and efficiency in handling user needs.
- Clear documentation and tracking of all modifications or services requested.
- Streamlined communication between the support team and customers.
- Reduced risk of errors during service execution and change implementation.
Using the Features
To use these features, customers need to access the WSO2 Support Portal. The portal is designed to be user-friendly, allowing easy creation and tracking of both Service and Change Requests. Customers can provide detailed information and receive updates on the status of their requests through the portal.
Conclusion
In conclusion, the introduction of Service Requests and Change Requests to the WSO2 Support Portal greatly enhances the service delivery process. These features provide a more structured, documented, and efficient approach to handling customer needs, ultimately leading to better support and satisfaction. The initiative reflects WSO2’s commitment to continually improving customer experience.
View the original article here: https://wso2.com/library/blogs/introducing-service-requests-and-change-requests/
