Website Care Submission CHECKLIST

    Instruction

  • Did I use the "Website Care Request Worksheet"?
  • Did my requests use LAC?
    - Location. WHERE the change is happening
    - Action. WHAT the change/action is
    - Content. Provide the content needed for the action
  • Do I fully understand what the customer is asking for in this update? Did I ask enough questions to understand and clearly communicate it?
    - If needed, add an “end goal” so the builder knows what we need done with the instruction.
  • Did I attach all needed content for the builders to complete the tasks?
  • Did I reference all files and pages by their names and URL's?
  • Does the customer have all necessary content to fulfill the request? (IE: images, links, verbiage, etc.)
    - If no, set expectation that those parts of the request will not be included and will have to be sent in another ticket when ready.

    • Wording

  • Are my requests descriptive/specific enough? OR Will they raise questions? (IE: Does not say “page is broken” but specifically calls out what on the page is broken like “images in gallery are not loading”)

    • Builder

  • I did not reference old website care tickets
  • If I did not add specific design/layout instructions, did I add "Designer Discretion" where necessary?

    • Scope

  • Am I requesting anything out of scope for the platform?
    - If you’re unsure, you need to work with BOTD to confirm.
    - Get verbiage from BOTD then reference which builder helped you in ticket.
  • Does my request go above the capabilities of the care portal?
    - 20 files uploaded at one time into the website care request.
    - 64mb single file size limit.
    - 150 files uploaded per website care ticket submission
  • Is this strictly asking for changes within the WDS platform? (IE: Not SSL, GEM, 3rd party plug ins, etc.)

    • Wrapping up

  • Did I read the website care request back to the customer before submitting so they know exactly what I’m asking for? (Summarize if ticket is long/complex)
  • After submission, did I check Jira to be sure it submitted and with all files attached?

Expectations

  • We should not be setting any expectations with the customer they will receive a call back from a builder or even SWAT. If the customer is going to need contacted again, be sure you add yourself as a “watcher” to the ticket and you call when the time comes.
  • If customer is wanting to publish live, set up domain forwarding, etc. they should do so by calling in, not requests on a website care ticket.