DPAS SCR: 01734



  • SCR Number
    01734
  • Title
    SCR_01734 - Customer Support Request
  • DPAS Module
    Enterprise
  • Reporting Organization
    Leidos
  • State
    In Progress
  • Description

    Description:
    The current DPAS internal trouble reporting process is limited to users of the PA module. DPAS needs to provide the capability to all modules of DPAS. In addition to submitting issues, users should have inquiry and update capabilities of their tickets. If they erroneously create one, they should be able close it.

     

    Recommended:
    Update the user interface to the current DPAS design. Modernize the back end services to the latest tech stack, establishing api endpoints within a service that will support the new user interface to enable it to be deployed to all modules. The initial efforts will be targeting the DPAS end user community. The M&U module is the initial module targeted for modernization, and will be the first module to have the new capabilities. Once it is operational within the M&U module, implementation will be to the other modules of DPAS. The Customer Support Center will continue to use its existing processes until the it has been implemented across all DPAS modules.

     

    Mission Critical:
    This SCR is part of the DPAS Modernization effort. The submission / management of user initiated help tickets is to be implemented module independent. The overall effort is to reduce integration efforts as modules are added and to provide the user and customer support staff with improved capabilities.

     

    Benefits:
    1. Improve User Experience. 2. Provide the user with the capability to review the status of their ticket without the need to contact the Customer Service Center 3. Provide the user with the capability to update the tick with additional information / close a ticket should they determine it was no longer an issue. 4. Streamline / Reduce the workload of the Customer Service Center.

     

    Users:
    The capability will be provided to all DPAS users.

    Partially Completed – Release 2021.4 – 17 December 2021