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      • Expanded. Click to collapseCollapsed. Click to showProject library
        • Expanded. Click to collapseCollapsed. Click to show00 Scope
          • Hierarchy leaf00 Project charter (empty)
        • Expanded. Click to collapseCollapsed. Click to show10 Requirements
          • Hierarchy leaf00 Requirements assessment
          • Hierarchy leaf10 Requirements traceability matrix
        • Expanded. Click to collapseCollapsed. Click to show20 Stakeholders & Communication
          • Hierarchy leaf00 Stakeholder analysis (empty)
          • Hierarchy leaf10 Communication plan
        • Hierarchy leaf30 Team & Resources
        • Hierarchy leaf40 Architecture
        • Hierarchy leaf50 Reporting
        • Hierarchy leaf60 Risks (empty)
        • Hierarchy leaf70 Contract Documents
        • Expanded. Click to collapseCollapsed. Click to show80 Deliverables
          • Hierarchy leafSome deliverable
        • Expanded. Click to collapseCollapsed. Click to show90 templates
          • Hierarchy leaf010 project charter
          • Hierarchy leaf020 reporting template
          • Hierarchy leaf030 Default ToR for Government of Rwanda IT projects
        • Expanded. Click to collapseCollapsed. Click to show95 Standards & Processes
          • Expanded. Click to collapseCollapsed. Click to show00 PM methodology at RISA
            • Hierarchy leafMeeting Structure
          • Hierarchy leaf01 Standards for the "Definition of Done" (DoD)
          • Hierarchy leaf04 Severity of Incidents
          • Hierarchy leaf05 Acceptance procedure
          • Hierarchy leaf10 Architecture principles
          • Hierarchy leaf20 Service Digitization Guideline
          • Hierarchy leaf30 Service request process
          • Hierarchy leaf40 Test Management
          • Hierarchy leaf50 Version Managment
          • Hierarchy leaf60 CI/CD
          • Hierarchy leaf70 Contract Management
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  • 95 Standards & Processes
  • 30 Service request process

Content

30 Service request process

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latest version of this document always under:

https://projectmanagement.risa.rw/projects/risa-template-scrum/wiki/30-service-request-process

Link to document:

https://projectmanagement.risa.rw/attachments/1113/action_tracker_RISA_January_2020v1.pptx

Capture mail in Openproject

  • Forward eMailto openproject@risa.gov.rw from the mail account you use for logon to OpenProject
  • Add the following to the first line:
    • Project:”Rootproject identifier for eMail”
    • Example: Project:risa-innovation
  • Ticket generation runs in background every 5 minutes
  • Check creation of service request in your division root project
Division Root Project Root project identifier for eMail
Risa global https://projectmanagement.risa.rw/project/projects/risa-global risa-global
Enterprise https://projectmanagement.risa.rw/project/projects/risa-enterprise-architecture-division risa-ea
Software division https://projectmanagement.risa.rw/project/projects/risa-software-solutions risa-software-solutions
Innovation https://projectmanagement.risa.rw/project/projects/risa-innovation

risa-innovation
Cluster Coordination https://projectmanagement.risa.rw/project/projects/risa-digital-cluster-coordination risa-digital-cluster-coordination
Infrastructure https://projectmanagement.risa.rw/project/projects/risa-infra-os risa-infra-os
 
Cyber Security https://projectmanagement.risa.rw/project/projects/risa-cyber-security risa-cyber-security

Additional possible settings:

Key Description Example
Project  sets the project. Use the project identifier  Project:test_project
Assignee  sets the assignee. Use the email or login of the user  Assignee:test.nutzer@example.org
Type  sets the type  type:Milestone
Version  sets the version  version:v4.1.0
Start date  sets the start date  start date:2015-02-28
Due date  sets the finish date   
Done ratio  sets the done ratio. Use a number  Done ratio:40
Status  sets the status  Status:closed
priority  sets the priority  priority:High

If you want to set a custom field just use the name as it is displayed in your browser, e.g. Custom field:new value

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