Understanding the TMR Process

May 31, 2022

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. This article will 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. 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 validating the issue, Infotech will create the TMR and send it to the agency to validate the title, description, and priority level. Infotech determines the type of TMR, but the agency sets the priority level.
4. For critical enhancements and maintenance, 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. Warranty TMRs are considered an “automatic fix” and move forward immediately, while others wait to be resolved at a later date. Enhancement 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 enhancements that are assigned to a future AASHTOWare Project software release. Maintenance items are included for immediate release and added to patches where requested.

Types of TMRs

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

Maintenance: A resolution to errors originating in a release that is no longer under warranty and improving unacceptable performance.

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

Warranty: Resolves errors caused by Infotech and discovered during 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. 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?
• Agency business need: why do they need it?
• 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, agencies have options to ensure the work is completed. Agencies with TMRs that aren’t immediately approved can continue to dialog with the PTF chair and AASHTO Project Managers. Agencies 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 can fund the TMR themselves or join with other agencies to collectively fund an enhancement. The AASHTOWare Project Forum on aashtowareproject.org is another good place to start if you’d like to see if other agencies are interested in co-funding your TMR.

If you have any questions about submitting a TMR, please contact your Infotech Account Manager.

By:

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

Chris Brown, Assistant Director of Analysis & Support, Infotech