How To: Request a Change for EDM Services

Submit a service request in ServiceNow, or contact the Helpdesk.  (See the EDMS Reference Guide for instructions on submitting a request for changes or new items.)

After an initial review of the request by the EDMS team, the customer/Process Owner/Data Owner may be contacted for additional information or to schedule a discovery meeting.  Larger requests may require multiple discovery meetings or a project.

Once all details are gathered and agreed by the customer and the EDMS team, the EDMS team will configure the requested changes in the TEST system.

In the TEST system, the customer will review, test, and verify that the configuration is correct and satisfies the requested change(s), as well as any associated business requirements.  Customer is recommended to test other items in the system that may be impacted by the requested changes.  The customer will inform the process owner about the completion of testing and copy the EDMS team.

The Process Owner provides approval of the changes and requests for migration to PRODUCTION, via an email to the Data Owner and copies the EDMS team.

The Data Owner will provide sign-off to the EDMS team to authorize migration of the changes to the PRODUCTION system.

The EDMS team will perform the migration and notify process owner and customer upon completion of the PRODUCTION migration.

Validation of PRODUCTION Migration

Customer will validate the migrated changes in PRODUCTION, and email the EDMS team. The Service Owner will acknowledge completion of changes in production, after confirming configuration documentation with EDMS team.

The EDMS team will close the service request ticket upon acknowledgement by the Service Owner.