Submit, review, and implement all Scale Pilot modifications through the controlled ticket process. No direct messages, verbal requests, or unilateral updates are permitted; access is limited to approved users.
# Responsibilities
The **CEO** approves/denies changes, sets priority, and handles escalations. The **Director of Operations/immediate supervisor** reviews tickets, confirms necessity, communicates approved work to development, and manages the queue. The **development agency** executes approved changes and reports progress. **All staff** submit clear requests through the official form.
# Submit a Ticket
Use the official Hubtasks/Worklenz Support Ticket Form. Include requester/department, category (bug, feature, adjustment, automation, or QA fix), clear change description, business impact, screenshots/recording when applicable, and desired due date. Do not use Slack, Teams, email, or DMs.
# Access and Development
Backend access is restricted to Rezin, the immediate supervisor, and the development company. No one else may edit automations, pipelines, triggers, workflows, or core settings without approval. The supervisor sends approved requests to development; development confirms receipt, asks questions through the supervisor, and provides ETA and updates.
# Test and Close
When notified of completion, test against requirements, document functionality and testing notes, and obtain sign-off before closing.
# Escalation and Training
Escalate a nonresponsive supervisor, off-track development, emergency, or business interruption to Rezin immediately. Skipping the process may cause rejection, rollback, or access removal. Supervisors must be trained on workflow/priorities, ticket vetting, functional specifications, testing/sign-off, communication, and change logs.
# Review and Prioritize
The supervisor reviews within 24 hours and approves, denies, or requests clarification. Set **Urgent** for a broken system/immediate client impact, **High** for major business impact, **Medium** for improvements, or **Low** for future enhancements.