Change request types

Business requirements change rapidly and typically have a different release cycle compared to the enterprise release cycle.

To ensure logical separation between technical and non-technical changes in change management, business changes or non-technical changes are made in the Business Operations Environment (BOE), according to business requirements.

You can make two types of business changes to your Customer Decision Hub application from the BOE:

• High-volume day-to-day business changes, such as creating new actions and treatments, and updating existing action and treatment details.
• Low-volume changes such as changes to taxonomy, arbitration, and group-level contact policies.

As a business user, you create a change request to initiate the change management process in 1:1 Operations Manager to make business-as-usual changes to the Pega Customer Decision Hub.

Three types of change requests are currently supported. Selecting the right change request category initiates the appropriate change management process flow.

Use the Create new action category when submitting a request to create a new action.

Use the Update existing action category when submitting a request to update an existing action.

As part of updating an existing action, you can request one or more changes at the action level. The available tasks enable you to add a new treatment, modify the action-level engagement policy and modify the action details.

If the change request is neither creating a new action nor updating an existing action, then you can select the Other category. This case type is best suited to making changes that are not related to a single action, such as editing engagement policies, changing arbitration rules, and so on.

A change request with Other as its category is assigned to a team lead, who then adds one or more tasks from the predefined list of objectives according to the business requirement. These tasks are typically assigned to an NBA designer.

If the required business change is beyond the scope of the three change request types, such as edit a strategy, or edit a scorecard, then the team lead initiates the change by creating a new revision in the revision management section of the 1:1 Operations Manager.

Then, in the Customer Decision Hub portal, the team lead creates a change request within the revision created in the 1:1 Operations Manager. The team lead includes all rules that are required to carry out the change and typically assigns the change request to an NBA designer.