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Once you have submitted a ticket to Service Desk, a member of the content design team will be assigned to work on it.
You can see your open tickets by going to the JIRA portal and logging in to My Requests.
On this screen you can see:
- your open requests
- what type of request it is
- their current status
Provide feedback
If you click on a ticket, you can see any comments from the content designer who is working on it.
The content designer will:
- let you know what needs to be provided, changed or edited
- ask for anything that's needed for publication
- share a preview with you - as a link or as a PDF document
The ticket status will change to Awaiting Feedback when your input is needed.
You can provide your feedback by clicking in the text box marked Comment on this request.
You can:
- write your feedback in the text box
- attach documents
- add screenshots
Once you have provided your feedback, click Add.
Resolve the ticket
The content designer will then respond to your comments on the ticket.
The status of the ticket will change back to In Progress.
Repeat this process until the page is ready for publication and the ticket is closed.
Email notifications
JIRA will automatically send you email notifications.
These tell you when there has been progress on a ticket.
You can choose to disable these notifications if they become distracting.
