A ticket is received by the client through Freshdesk - Chintaro Support. It is identified by a support member as being an enhancement request. 


The client receives a canned response (Enhancement Request) from Chintaro Support advising that it will be reviewed.

The ticket is then closed.


Add to Wrike Chintaro Development - Requests and Ideas ensuring you have the Ticket Number with a clear description for the Developers (you may need to reword the Clients request) of what has been requested.

Include the following Tags e.g.

  • Chintaro Development
  • Customer
  • Access/SQL/Cloud
  • What section is it for in Chintaro eg.Tenancy, Word Merges, Reports etc. 

Use the Drop down to select Requested - For Review


Development Meeting

  • Request for Review - any tickets that have come through for the week will be added to weekly meeting (attendees - Support, DR) from this they will either be Approved or Rejected for Development at the meeting 


Rejected Enhancement request:


Update the Development Workflow to Rejected


After the meeting reopen the Ticket to advise the client of the outcome. A canned response to a rejected enhancement request is to be used and a suggested workaround to assist the client, and close of the Ticket.This step is the responsibility of the Support Officer initially submitting the Enhancement Request.




Approved Enhancement Request:


Update the Development Workflow to Approved for development


After the meeting reopen the Ticket to advise the client of the outcome. A canned response to an Approved Enhancement Request is to be used and then close of the Ticket.This step is the responsibility of the Support Officer initially submitting the Enhancement Request.

Once the requests have been moved to the workflow Approved for Development they will then be checked to ensure the task specifications have been included. This is to ensure the Development team have the specification rather than the Client's wording from the ticket. Once this has been confirmed it will then move into the workflow Specified.


If the request is an Urgent request and approved as such, it will be marked with a Star to identify this to the Developers.


The request will then be tagged with a release version. 


The Development Team will be responsible for assigning requests to themselves.



Once the Development team has completed the request they will move the request to the workflow Testing, where it will be tested by the Support Team ensuring no errors occur before release. If it passes testing it will move into the workflow Documentation. If the testing fails it will be reassigned to the workflow In Development and @mention the developer.


Once it has passed testing it will move into the workflow Documentation were the Support team will then write up documentation including the Release notes, solution, training video and Forum (Copy and paste).


The final stage is to mark the workflow Completed.