Change Requests
A Servicing Director change request is a Product Management description of a Servicing Director product issue.
A product issue is usually one of two types:
The Change Request Process
Each change request is reviewed by the Product Management and Compliance Legal teams soon after it is created and they determine its relative priority based on a number of criteria. It is then placed in the product backlog. As Product Management works on the content for the next release, change requests are taken from the backlog generally in priority order. Once set, the priority of a change request can change over time as the number of clients who contact us about the change increases. The Product Management and Compliance Legal teams also review older change requests as the market and compliance landscapes change.
Timelines for Completion
Once a change request is created, there is usually no timeline for when it will be included in a release – the exceptions are compliance work with an effective date and critical issues. Based on the priority assigned, a given change request might be included in the next release, in a future release, or it is possible the work might never be done.
Support Cases with Change Requests
Support cases about an issue which matches an existing change request issue will have the existing change request linked to the support case.
Support cases about an issue which does not match an existing change request issue will usually have a new change request created and the new change request will be linked to the support case.
If there is an immediate resolution available for the change request issue, the support cases for the change request will remain open for the time to provide the resolution.
If there is no immediate resolution to the change request issue, the support case will be closed indicating the change request was linked to the case.
Closing the support case does not necessarily indicate the issue in the case is resolved. The change request is the Product Management description of the issue, and the change request will remain open until the issue is resolved. Open change requests will be reviewed, prioritized, and resolutions developed as described above regardless of the support case being closed. The support case being closed with the open change request for the issue means the assistance support can provide has ended, and the further resolution is waiting for a resolution to be developed for the change request.
When a change request issue is resolved outside of release, any closed support case with the change request linked can be reopened to provide the resolution to the issue at that point in time.
When a change request is resolved and included in a release, it is listed in the release notes for that release. Any closed support case with any change request resolved and included in a release will usually not need to be reopened to provide the resolution.
How to Check for Change Requests in your Support Cases
The change requests with which your institution is associated can be found in Case Management. For more information on this feature, refer to the Knowledge Article that discusses Searching for Change Requests in Case Management, which also contains definitions for the different status designations.
You can also contact customer support to request an update about the status of a change request.
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