SOP - DXT Ticket Queue (Merch)

Purpose 

This document outlines the key processes and policies for DXT Ticket Queue requests. 
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. 

Before You Begin – Navigate to the Issues tab on the DXT Ticket Queue project.  Find the View drop down 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 grouping.

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 [J-N or J-U], Brand Header [BH], Image Request [IR]

• Name = Must lead with [F], [J-N or J-U], [BH], or [IR] then issue 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#, 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 =   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. 

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
  
  

• Open

  

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.  

The “Previous WF#, Project Name or Asset ID – for reference” field is there to help us locate the previous project that was associated with your issue.  If you only have the asset ID handy, you can just include one asset ID number (we only need one to do the search) and we will be able to find the previous project.  If there’s no previous project or asset ID available, you can put N/A. 

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 [J-N or J-U], Brand Header [BH]

1. Merchandiser submits issue  

2. DXT is notified via email 

3. Visual Designer assigns issue to him/herself and begins work  

4. Work is complete, Merchandiser is tagged on the issue in the updates area and is asked to proof Staging or an attachment 

5. Merchandiser confirms Staging or the attachment is correct 

6. Visual Designer adds issue to the publishing spreadsheet

7. Visual Designers assigns issue to WCA Engineers 

8. WCA Engineers publish fix 

9. Merchandiser proofs Production 

10. WCA Engineers mark issue complete.

Image Request - [IR] 

1. Requestor submits issue

2. DXT is notified via email

3. Visual Designer assigns issue to him/herself and begins work

4. Work is complete, Requestor is tagged on the issue in the updates area and is asked to proof the image

5. Requestor confirms the image is correct

6. Visual Designer provides the approved image in the appropriate format and size

7. Visual Designer marks the issue complete.

Expected Turnaround Time

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 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.

HIGH - same day or up to 2 business days, takes priority after all urgent items are completed

NORMAL - 2-5 business days

LOW - 5-10 business days

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.  

Communication/Updates

All communication about an issue should be posted in the Updates area for that specific issue and not in the general Updates tab that appears above the full list of issues.  Posting your update on the specific issue will ensure that it does not get mixed up with communication that is happening on other issues. 

Issues Out of Scope

If it is determined that your issue requires a change in content, a change in design, or a larger effort is required to complete your issue, the DXT Project Manager will send it over to Kate Jacoby to have it be included in a Daily Project Review (DPR) meeting.  The requestor will be notified through Workfront and given an explanation.  The requestor will be included on the DPR when it is scheduled.  The issue will be converted to a project after the DPR and will be worked accordingly. 

Questions/Feedback

If you have any questions, feedback or suggestions for this new process, please let the DXT Project Manager know.