¶ In this lesson you will
- Start a Service Improvement
- Configure, test and review version 2
- Know what happens to portals when it goes live
¶ A live service is never edited
A LIVE change request is locked: any save returns INVALID_CHANGE_REQUEST_STATUS. To change a live service, the organization admin starts a Service Improvement: a new change request (V-02, V-03…) that starts as a copy of the live configuration and goes through the same loop.
Listed Services → View → Action → Create Service Improvement
- Action: open the menu
- Create Service Improvement: start a new version
- Roll back to the previous version
- Manage SLAs: set service level agreements
- Export: download the service configuration
Update Service: service manager, QA reviewer, requirement document, comment
- Assign to the Service Manager: selected manager
- Assign to the QA Reviewer: selected reviewer
- Upload Requirement Document: file uploaded 100%
- Comment: describe what the improvement changes
- Submit: create the change request
Service manager: a "Service Update" change request In Development
- In Development: filter change requests being configured
- Type: Service Update (improvement of a live service)
- Status: In Development
- Requirement Doc: download the requirement document
- Edit: open the change request to configure it
- View Configuration: read-only view of the live version
The demo improvement: the next-steps conditions contained free text
-
- Workflow: workflow configuration tab
- Workflow Config: next steps page settings
- Condition (Step 1): contains 'After submission' free text
- Condition (Step 2): contains 'After approval' free text
- Save & Close: save the changes
- Submit to QA: send for review
Fixed: empty conditions, the steps always show
-
- Workflow: workflow configuration tab
- Condition (Step 1): cleared so step always shows
- Condition (Step 2): cleared so step always shows
- Save & Close: save the changes
- Submit to QA: send the update for review
QA reviews the diff against the live version (Change 1 of 2)
- Workflow Config: section being reviewed
- Change 1 of 2: step through modified lines
- Hide JSON Changes: toggle the diff view
- Issue Title: log a review issue
- Pending / Resolved: review issue lists
- Next: go to the next section
Sign-off: portals already live are pre-ticked
- Citizen Portal: ticked for publishing
- Save: sign off and publish
- Cancel: close without publishing
- Close (X): dismiss the dialog
V-02 is live; the Citizen Portal stays Active
- V-02: the new version number
- Active: version is live
- Action: service actions menu
- Live Portals: Citizen Portal is Active
- Unpublish: remove from the portal
- Publish on portal: add another portal
Verified on the portal: the next steps now appear
- Note: submitted once payment is made
- Next step 1: Pay the bill
- Next step 2: Download your clearance
- Bill ID: reference for payment
- Pay and submit: pay the bill to submit
New service vs Service Improvement
| New service (V-01) | Service Improvement (V-02+) | |
|---|---|---|
| Started by | Create New Service | Create Service Improvement on a listed service |
| Starting configuration | Empty or a template | Copy of the live version |
| Testing | Prepare For Testing, then Test Service | Test Service directly |
| QA review | Full JSON | JSON diff against the live version |
| Portals after sign-off | Marketplaces wait for admin activation | Portals already active stay active; only newly ticked marketplaces wait |
| Undo | n/a | Roll back to the previous version (organization portal) |
Gotcha · applications in flight keep running
Workflow changes apply to the next event of every application, including those submitted on the previous version. Do not remove or rename a state that live applications are in; add the new path and keep the old one until they are finished.
¶ Check yourself
A live service has a typo in an SMS. How do you fix it?
- A. The organization starts a Service Improvement; you fix it, QA reviews, the organization signs off
- B. Open the live change request and edit the notification
- C. Ask QA to edit the live version
- D. Ask the officer to resend the SMS
Show the answer
A. Live versions are locked. Every change, even a typo, goes through a new version.
← D2 · Sign-off, publishing portals and admin approval · D4 · Operational gotchas and error codes →