STANDARD OPERATING PROCEDURE | |
|---|---|
Title DXT Ticket Queue | Effective Date February 2019 |
Department eBusiness | Business Owner Farid Mokraoui |
Purpose
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
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 – Navigate to the Issues tab on the DXT Ticket Queue project. In the View drop down, please select “DXT Issues.” This will allow you to view all the important fields that need to be filled out. Make sure you have "Nothing" selected for the Grouping.
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.
Ticket Queue Category = Please indicate if your issue is a Fix [F], JSON Update [JU], Brand Header [BH], Search Banner [SB], Image Request [IR]
Name = Must lead with [F], [JU], [BH], [SB], or [IR] then issue name
Previous WF#, Project Name or Asset ID – for reference = This helps us locate the previous project 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. Include as many details as possible in this field.
Latest Update = Will populate with the last update posted to that particular issue
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.
Ref # = This number will autogenerate once you have submitted your issue. This will be the publishing task number.
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 Update [JU], Brand Header [BH], Search Banner [SB]
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.
Image Request - [IR]
Requestor submits issue
DXT is notified via email
Visual Designer assigns issue to him/herself and begins work
Work is complete, Requestor is tagged on the issue in the updates area and is asked to proof the image
Requestor confirms the image is correct
Visual Designer provides the approved image in the appropriate format and size
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 same day or next day for
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
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.