when the application is not working anymore or has an abnormal behavior, like missing data which used to be available in the past, very long response time, something which worked in the past and not anymore.
When you have asmall change in something which already exists, without changing the current scope. For example, change some format in a report or dashboard, make available data in the report....
Whenyou need something new, even if it is
in
part of an existing application
like to create or duplicate
(e.g. create a BW query, add a new KPI in a dashboard).
For this one, it
This is subject to validation under the TSA (Transactional Service Agreement) rules.
Access to a report or a given transaction in BW - "SAP Access Request"
Access to a dashboard in Qlik, Tableau, etc - "Corporate Dashboard Access Request Form"
Access to a specific tool, like the technologies we use in DA&AI for data manipulation, processing or visualization - "Application Access Request (Generic)"
3. We will take care of it
Your Service ONE request will generate a WO (work order) or INC (incident) in Helix, which will be automatically assigned to one of our DA&AI Helix Support Groups
For each WO/INC, whenever there’s a change to do, DA&AI team will create a CRQ in Helix
The CRQ should be created before the build starts
The CRQ "
The “Change Coordinator” should be the developer or PM. The “Change Manager” should be one of these “Contacts”
You want to use an application which is not available today, or not running as usual, or the data has not refreshed correctly =>This is an Incident
You want to change a calculation rule, or to add a new field in a report, or a new analysis axis in a dashboard =>This is an Evolution | Small Enhancement (Change Request)
You want to promote your project in production, or receive advise on our technologies, or a new connection =>This is a Service Request
You want to access a dashboard, or set of BW queries, or a Dataiku project =>This is an Access Management Request
INCIDENT Request: You will create an incident 
