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Raise a

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If you do not have a JIRA account, you will need to register.

Please enter your PHE email address, password, and your full name i.e. 'John Smith'.

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You will then receive a confirmation email with your details.

Once you are all set up and registered, please access the Service Desk with your username and password.

If you have any problems with JIRA, please refer to the JIRA & Agile Knowledge Base for support.

A new ticket is logged in Service Desk

You can make a content request using the Service Desk.

This will create a new ticket in the Service Desk. The ticket is marked as Open

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Your ticket is assigned to a member of the GOV.UK content team

The ticket will be assigned to a member of the GOV.UK Digital Content Team to process.

When the ticket has been assigned it will be marked as In Progress. This change will show up in 'Activity'

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The content team will be in touch with any questions on the ticket

If the content team has any questions, they will be added to the ticket and the status will change to Awaiting Feedback

The message will show up in the request window.

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Submitting a new ticket on JIRA Service Desk

Please visit the Service Desk and select one of the following options:

• submit 2i
• update content
• request new content
• ask a question
• request GovDelivery support

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What should be included in the form

request

Go to the service desk portal - https://jira.collab.test-and-trace.nhs.uk/servicedesk/customer/portal/12

At the bottom of the page select one of the two options depending on whether you have devolved author access to Whitehall publisher or not.

If you do, select the second option, if you do not, select the top one.

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Standard Gateway Submission

Complete as many of the fields as possible. At a At a minimum, the content team will need to know:

• details of the content that needs to be published
• the intended format - publication, press release
• the date the content needs to be published, or the embargo date

Please remember to also include details of:

• who will be using the content, and the reason they need access
• the lead point of contact for the content
• relevant links, including the existing location of the content (please include a web link, or URL)

Example of a completed request form

Then click Create.

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This will create a new ticket in the Service Desk.

The ticket will be marked as Open.Image Removed

What to do after you have submitted your ticket

Once you have submitted your ticket, you can continue to use Service Desk for communication about the job.will receive email notifications as the work progresses through key stages, for example when:

• the ticket is assigned a number
• is assigned to a member of the Publishing team
• moves through the process from Backlog, to Assigned, to In Progress and so on.

Correspondence on the ticket

There is sometimes email correspondence or phone calls about aspects of a ticket.

It is important that notes of any decisions relevant to the ticket are added to it via CommentsPlease keep all correspondence in the 'comments' on the ticket, and do not switch to email.

What to do before your content is published

Before your content is published, please ensure:

• you have reviewed the final content
• the relevant press officer has been notified that the content is being published
• you have secured sign-off from your manager, or the subject lead

After your content is published

The team will:

• notify you that the content has been published, or scheduled
• answer any questions you may have
• close the ticket 

The ticket can be re-opened if there are any small changes to be made, i.e. minor spelling or grammar amends.

However if you have more substantive changes, such as making significant changes to text or images, or changing important dates or contact details, please open a new ticket.

Time delays when publishing via Whitehall Publisher

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The Government Digital Service (GDS) has advised that Whitehall Publisher can sometimes experience delays of up to 30 minutes when adding new content to the GOV.UK live site.

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Learn more

• Log a request using our JIRA Service Desk

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We hope this article was useful.

To share this article with a colleague, please send them this link: https://confluence.collab.test-and-trace.nhs.uk/x/aYHrHg

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