Jira GOV.UK service desk: submitting a ticket

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Raise a request

Choose one of the following options:

Submit 2i - submit content drafted on Whitehall Publisher for 2nd eyes

Update content - update existing content on GOV.UK

Request new content - request new content on GOV.UK

Request announcement - request a press release or news story

Ask a new question - report a problem or request content advice

Request GovDelivery support - GovDelivery is an email communications platform used across government and the wider public

Your request will be added to the list for processing.

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

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'

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.

Submitting a new ticket on JIRA Service Desk

What should be included in the form

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 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

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.

Please 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

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.

Please try refreshing your browser if content has been published and it is not currently displaying. You can also clear your cache.