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This document outlines the key processes and policies for DXT Ticket Queue requests.
Important Note – This only applies for the following types of requests:
Fixing broken links [F]
Swapping out existing assets [F]
Spelling corrections [F]
Dates that need to be updated in the content [F]
Swapping out a PDF [F]
Swapping out a brand image [F]
Providing high-resolution images for various needs [F]
Creation of blank pre-existing JSON spreadsheet [JU]
Creation of brand headers (logo with background color) [BH]
Creation of search banners [SB]
Creation of images for Pipeline [IR]
Policies and Procedures
For a list of the request categories and examples, please see Ticket Request Categories in the document below.
Setting Up a Ticket
Merchandise should submit their ticket queue requests as new issues on this project: DXT Ticket Queue
Tip: Add the DXT Ticket Queue project to your Workfront Favorites so you can access it easily when you have a new issue to request.
Form Fields
Before You Begin – Navigate to the Issues tab on the DXT Ticket Queue project. In Find the View drop down , please on the right side of the page above the issues (eyeball icon) and select “DXT Issues.” This will allow you to view all the important fields that need to be filled out. Make sure you have the adjacent option "Nothing" selected for the Groupinggrouping.
Create Your Ticket - To add your new issue, click on "Add More Issues" at the bottom of the issues area and fill out all the fields you see. DO NOT add a new issue by clicking "New Issue" above the column header. Refer to the following when filling out the fields and please contact a designer if you have questions.
Ticket Queue Category =Please indicate if your issue is a Fix [F], JSON Update [JUJSON [J-N or J-U], Brand Header [BH], Search Banner [SB], Image Request [IR]
Name = Must lead with [F], [JUJ-N or J-U], [BH], [SB], or [IR] then issue name name. Please include a brief but descriptive name. This field becomes the email subject line when our team is notified and it helps us quickly identify what the issue is.
Previous WF#, Project Name or Asset ID, URL, or project name – for reference = This helps us locate the asset in WCS and/or the previous project in Workfront if it contains helpful information. Please put N/A if we don’t need to reference anything.
Description = Please list ALL assets that need to be modified. If asset numbers are included on an attached Excel sheet, please indicate that here. If you are referencing a particular site page, please include the URL for that page. Include as many details as possible in this field.
Latest Update = Will automatically populate with the last update posted to that particular issue - no need to fill this out when creating the ticket.
Requested Designer = If this is a request that relates to Shop By Job, send it to Ross Froehlich. He will be handling Ticket Queues relating to Shop By Job (Hope Skinner will be his backup for when he is out of the office). For all other types of work, if someone worked on the asset before, you can request them for the issue. This is not guaranteed. Please assign “DXT Ticket Queue” to all new issues unless the request requires an urgent turnaround. If the request is urgent, please contact Justin Jackson and/or a designer before making an assignment. Once you have discussed the request with a design team member, please assign the issue to that member as well as “DXT Ticket Queue”.
Ref # = This number will autogenerate once you have submitted your issue. This will be the publishing task number.
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Ticket Request Categories
[F] Simple fix - this is for requesting updates to WCS assets that could include broken links, swapping out or updating assets (image, PDF, etc) , correcting copy, providing images, etc
[J-N or J-U] JSON request - this is used for the creation of or update to JSON-generated content
[BH] Brand Header - this is used for the creation of brand headers (logo with background color)
[IR]Image Request - this is used for the creation of images for Pipeline
Please use the above screenshot as an example of how to fill out your issue request. After your issue is created, you may click to go into it and attach any screenshots or documents you may have. Attaching them inside the specific issue will ensure that your documents get placed on the correct issue.
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All asset IDs that need to be updated must be listed in the Description field.
Process
Updates/changes to Ferguson.com/Pollardwater.com - Fix [F], JSON
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[J-N or J-U], Brand Header [BH
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Merchandiser submits issue
DXT is notified via email
Visual Designer assigns issue to him/herself and begins work
Work is complete, Merchandiser is tagged on the issue in the updates area and is asked to proof Staging or an attachment
Merchandiser confirms Staging or the attachment is correct
Visual Designer adds issue to the publishing spreadsheet
Visual Designers assigns issue to WCA Engineers
WCA Engineers publish fix
Merchandiser proofs Production
WCA Engineers mark issue complete.
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The DXT Visual Designers as well as the DXT Project Manager will receive an email notification once you have submitted your request (must be assigned to the DXT Ticket Queue team for this to work). Due to the amount of work in our queue, the DXT plans on working the priorities in the these requests same day or next day for as soon as possible and will adhere to the following in regarding to turnaround time(s).
URGENT - same day, should be picked up right away and worked as quickly as possible, the requestor MUST make contact with either the Project Manager or someone on the Visual Designer team prior to submitting the urgent request so we can ensure it gets picked up as quickly as possible.
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NONE - please do not use this priority level
Please note: JSON Updates that exceed three refreshes could potentially push turnaround time to the following business day.
Publishing
The WF Reference number in the far-right column in the above screenshot will be the Publishing number.
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