A Change Request (CR) is a formal proposal for an alteration to some aspect of a project, product, or process. CRs are used in project management, software development, or engineering to document and manage proposed changes, ensuring they are reviewed, approved, and implemented systematically.
The common types of changes are:
Scope Change: Expanding or reducing the deliverables of a project.
Schedule Change: Adjustments to project timelines or deadlines.
Budget Change: Modifications to the project's financial plan.
Technical Change: Updates to design, architecture, or technical specifications.
All changes must be documented through formal CRs. The processes for initiating and approving CRs are summarized below.
Step 1: Receive and Fill Out the Change Request
Email Notification
You will receive an email from a Mercans’ staff with:
Sender Name: Followed by “via Google Docs” in the parentheses and
Subject Line: Beginning with “Document shared with you: File Name”.
Open the email and click on “Open” at the bottom of the email.
Authentication on Google Docs
For Users with Google Workspace (Gmail-Based Corporate Accounts):
Accessing the File:
Open the email from Mercans with the subject line starting with “Document shared with you: File Name.”
Click the “Open” button at the bottom of the email.
Direct Access:
If your corporate account is hosted on Google Workspace or you are using a Gmail account, clicking "Open" will take you directly to the Change Request (CR) Form in Google Docs.
For Users with Non-Google Corporate Accounts (e.g., Outlook, Exchange):
Use the Same Email Address:
Open the Google Docs link you received in the email.
Ensure you use the same email address where the file link was sent.
Google Verification Code:
After entering your email address on Google Docs, you will receive a Google Verification Code via email.
Enter the Verification Code:
Copy the code from your email and paste it in Google Docs to complete authentication.
Access the CR Template:
Once verified, you can view and edit the Change Request (CR) Form as required.
Complete the CR Template:
Open the template and complete Page 1. The remaining sections will be completed by Mercans.
All edits made by you will be in the Suggestion Mode. Mercans will review your suggested edits and confirm their acceptance.
Include only one change per CR. If you need multiple changes to be made then you need to submit separate CRs for each change.
Collaboration Features:
Use the “Share” functionality of Google Docs if the CR needs to be edited or reviewed by any additional individuals in your organization.
Note: Mercans needs to approve the access requests before the users are able to access the CR. They will receive an automated notification once their access has been approved.
Add Comments or Questions:
You can insert any questions or comments related to the CR in the CR template using the Google Docs standard functionality.
Additional guidance on how to use Google Docs is available on Google Docs Help Center.
Step 2: Submit the Completed Change Request Ticket in Freshdesk
Open the Freshdesk portal
Option 1: Log in or Sign up
Click on Login at the top of the page.
At the bottom of the login page, locate the option "Are you a customer? Login here" and click on it.
Log in using your Employee Self Service (ESS) Account credentials.
If you don’t have an ESS account, you can Sign up using your corporate account. Follow the on-screen instructions to complete the registration process.
If you encounter issues logging in or signing up, contact Mercans for assistance.
Option 2: Submit a Ticket Without Logging In
On the Freshdesk portal, locate the Submit a Ticket option.
Submit the ticket directly without logging in.
If you submitted a ticket without logging in, an account will be automatically created for you using the email address you provided.
You will receive an email with a link to activate your account.
Click the activation link, set a password, and complete your account registration.
After Logging In: Create a New Change Request Ticket
Click “Submit Ticket” and select the Ticket Category as “Change Request.”
Attached the Completed CR Template:
Copy the Google Docs link of the completed CR form.
Paste the link into the Ticket Description section.
Include any additional information or clarifications if necessary.
You must attach the required supporting documents, as defined in the Notes section of the CR template i.e. technical specifications, sample reports, etc. to the ticket.
Submit the Ticket:
Review the ticket details and submit it for processing.
If you need to make changes to the CR after its submission then you can make the changes until the CR has been approved by Mercans. After Mercans’ approval you will no longer be able to update the CR in the Google Docs and will need to submit any update requests by updating the Support ticket.
View Ticket Status:
To check the status of your submitted ticket, log in to Freshdesk and navigate to the Tickets section.
You can track the progress, view responses, or update the ticket as needed.
Step 3: Approval of the CR Fees
Fee Finalization:
Once Mercans finalizes the fees, the updated Google Docs CR form will be sent back to you.
Approval and Acknowledgment:
Open the CR template and navigate to the Client Approval Tab.
Fill out the acknowledgment section with the following details:
Your Name.
Your Designation.
Date of Approval.
Sign the form in the designated field.
Submit the Approved CR:
Return the signed CR form to Mercans by replying to the Freshdesk ticket.
Step 4: Confirm Acceptance of the Implemented Change
Notification:
Once the requested changes are implemented, you will be notified through Freshdesk.
Testing the Changes:
Test the changes to ensure they meet the agreed-upon specifications outlined in the Change Request (CR) form.
Provide Feedback:
If the changes meet your expectations, reply to the ticket with a confirmation of acceptance (e.g., "The changes have been tested and meet the requirements.").
If any issues are found, reply with detailed feedback or specific concerns.
If additional updates are needed, request them directly through the existing Freshdesk ticket. Mercans will address your concerns accordingly.
Confirm Resolution
Once you are satisfied with the implementation, mark the ticket as resolved by either:
Changing the ticket status to "Resolved" in the Freshdesk portal.
Replying to the Freshdesk ticket with a confirmation of resolution (e.g., "Please mark this ticket as resolved.").
Support
If you encounter any issues or have questions during this process:
Contact your Mercans consultant through Freshdesk.
Refer to the resources provided in the email or the Google Docs Help Center.
For detailed guidance on using Freshdesk, refer to the Using Help Desk Knowledgebase.
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