AASHTOWare Project TMR Process

November 19, 2020

How do TMRs turn into enhancements?

A Ticketed Modification Request, commonly referred to as a TMR, is the process by which the AASHTOWare Project™ and Infotech team evolve and enhance the software based on user feedback. In this article, we’ll dive into the TMR process, discuss different types of TMRs, and review the AASHTOWare Project Task Force (PTF) review process.


The TMR Process

  1. When a user notices an issue or sees an opportunity for improvement, they report the issue and it becomes a Call Ticket that goes to Infotech, the official AASHTOWare Project support contractor.
  2. Infotech will gather more details about the Call Ticket by reaching out to the Reporting Agency.
  3. After gathering information, Infotech will create the TMR and send it to the agency to validate the title, description, type, and priority level. Infotech determines the type of TMR, but the agency sets the priority level.
  4. Infotech produces an estimate of the time and work it would take to complete the TMR and sends it to the PTF.
  5. The PTF decides how to move forward. Some TMRs may be considered an “automatic fix” and move forward immediately, while others wait to be resolved at a later date. Several TMRs are included in the annual PUG Ballot to gain user feedback on prioritization.
  6. If the TMR is approved, Infotech begins work on the enhancement or warranty fix and it will be released during the next AASHTOWare Project software release – be it a global release or module-specific.


Types of TMRs

Enhancement: A change in software or documentation to extend functionality beyond what was approved for production.

Maintenance: A resolution to errors in code or improve unacceptable performance.

Tech Upgrade: Resolves platform-specific issues (issues not part of AASHTOWare Project itself, but supporting software/hardware).

Warranty: Resolves errors caused by Infotech and discovered in the Warranty Period.


TMR Priority Levels

Critical: Prevents critical business function, prevents implementation, or prevents upgrading

High: Major inconvenience, but does not prevent critical business functions from being completed. A workaround exists but may not be ideal.

Medium: Inconvenience, but not major. Workarounds exist.

Low: Minor inconvenience.


How does the PTF evaluate TMRs?

When deciding how to move forward with a specific TMR, the PTF considers several factors:

  • Agencies impacted: How many agencies will this help?
  • Potential unintended consequences
  • Potential workarounds that may have been overlooked
  • Cost
  • How does the TMR fit into the overall strategic plan?


If the PTF decides not to approve an enhancement, there are options for agencies to ensure the work is completed. Users with TMRs that aren’t immediately approved can continue to dialog with the PTF chair and AASHTO Project Managers. Users are encouraged to consider ways of reducing the scope or splitting up the TMR to increase its chances of approval. The annual PUG Ballot is also a great place to solicit support for unapproved TMRs. Agencies also have the option of funding the TMR themselves or joining with other agencies to collectively fund an enhancement. The AASHTOWare Project Forum on aashtowareproject.org would be a good place to start if you’d like to see if other agencies are interested in co-funding your TMR.

In the 2020 releases of AASHTOWare Project (4.3, 4.4), there were a total of 310 maintenance and 26 critical enhancement TMRs. Suffice to say, many TMRs have a good chance of getting approved and making it into a release if users consider the PTF’s evaluation process and ensure the TMR is assigned the proper priority. If you have any questions about submitting a TMR, please contact your Infotech Account Manager.



Jamey Wilhite, PE, Engineering Systems Administrator, Arkansas Department of Transportation

Chris Brown, Assistant Director of Analysis & Support, Infotech