Change

The Change issue type was introduced as part of VIP-119 in December 2021.

Definition

The customer wants to change an IT infrastructure or IT service in a way that was not defined in the original setup. We accepted a Change Request. We need to change the infrastructure or service of the customer to roll out a new version (3rd party or VSHN product), fix issues proactively that affect multiple customers, etc.

Workflow

States

State	Meaning	Notes
Untriaged	Needs to be triaged by 1st Ops.
Open	Clarifying details with customer (can be VSHN).	Check with engineer if anything is missing.
In Clarification	If we wait for the customer, internal or 3rd party input.
Ready	Prioritization <→ Service Manager.
Selected	Going to be worked on next.
Waiting for Maintenance	Everything is prepared and the next step in the task needs to be done during a planned maintenance window (for example, weekly maintenance window).	This state doesn’t include waiting for the customer.
In Progress	Currently being worked on.
Waiting for Customer	We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.
Internal Review	The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing.	Do not change the assignee, but mention the one you’re waiting for
Done	Finished. Nothing can be done anymore on this issue.	The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket.

State

Meaning

Notes

Untriaged

Needs to be triaged by 1st Ops.

Open

Clarifying details with customer (can be VSHN).

Check with engineer if anything is missing.

In Clarification

If we wait for the customer, internal or 3rd party input.

Ready

Prioritization <→ Service Manager.

Selected

Going to be worked on next.

Waiting for Maintenance

Everything is prepared and the next step in the task needs to be done during a planned maintenance window (for example, weekly maintenance window).

This state doesn’t include waiting for the customer.

In Progress

Currently being worked on.

Waiting for Customer

We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.

Internal Review

The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing.

Do not change the assignee, but mention the one you’re waiting for

Done

Finished. Nothing can be done anymore on this issue.

The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket.

Transitions

Transition	Requirement
Waiting for Customer → Done	Customer closes the ticket or confirms it can be closed.
Internal Review → Done	Write the resolution of the ticket in the comment.
Done → In Progress	Write a comment that clearly says why this issue should be re-opened.

Transition

Requirement

Waiting for Customer → Done

Customer closes the ticket or confirms it can be closed.

Internal Review → Done

Write the resolution of the ticket in the comment.

Done → In Progress

Write a comment that clearly says why this issue should be re-opened.