Change Request - CR

Any requirement from customers which needs a code change in the integration layer.

Examples

1. Integrating with a new GPS provider that can not integrate using our existing GPS integration infrastructure (like Reliance - Volvo integration)

2. Adding new data structures into FT Databases or FT Data Warehouse (Snowflake). Like adding ticketing data to Snowflake for JSW Cement

3. Providing for customer APIs to be called from FT for activities like trip creating

4. A process orchestration is required. Like Trip Itinerary development for reliance.

Process Steps

1. Customer requests a CSM or Sales Rep or adds an issue in Jira

2. Integration Team determines that this is a CR. This means that there will be a cost implication for FT

3. CSM/Sales Rep informs the customer and Amardeep that this is going to be a Change Request involving a cost component. Get’s in-principle approval from the client & Amardeep.

4. CSM/Sales Rep prepares a Change Request Document to capture the requirement

5. Integration Team does impact analysis and determine what code changes are required

   1. Add solution approach, effort in person-days, tentative timelines to CR document

6. CSM adds cost based on agreed billing rates with the customer

7. CSM gets approval from Amardeep. CC Sumesh, Mohit

8. CSM gets approval from customers by mail

9. CSM creates a Change Request in Jira giving a link to the CR document for tracking progress

   1. CR in Jira must be created on behalf of the customer rep. CC Sumesh and Amar on Jira CR

10. CSM takes care of customer communications. Following are the implementation steps, mostly driven by the integration team

    1. Integration Software Engineer does further assessment and provides a firm Due Date

    2. Integration Software Engineer creates a detailed API document (or enhances an existing one) covering

       1. Planned Interfaces

       2. APIs

       3. process steps

       4. schemas

       5. request payloads,

       6. responses, etc

    3. Integration Software Engineer shares Interface document with customer and CSM gets an approval from the customer

    4. Integration Software Engineer

       1. develops and continuously updates statuses in Jira so that customer knows the progress

       2. Dev Ops Deploys to QA

    5. FT QA does internal testing

    6. Dev Ops deploys to Integration server

    7. Customer does Integration Testing & User Acceptance Testing, Customer sends UAT sign-off on Jira CR Issue

    8. Dev Ops deploys change to production server

    9. The customer goes live with the change. CSM to followup and get go-live sign-off