Key Takeaways
- The Digital Request List on CONNECT will be retired and replaced with the Marketing Requests Portal.
- As of Jan 31, all communications about requests will be done via submitted tickets in the Marketing Requests Portal, with email notifications.
- You should create an account with your TNC email in the portal by January 30 to submit or communicate on requests through this new portal. To do so, go here, and select “sign up.”
- The switchover will occur on January 31, 2020. Existing tickets will transfer over; no need to resubmit. Please do not submit requests to the new portal before this date; before this date, still submit them via CONNECT.
Timing:
- Now-Jan 30: Create an account with Jira Service Desk (here)
- Jan 31: The Digital Requests List is retired, Marketing Requests Portal launches.
- Jan 31-onwards: You can now submit tickets and comment on tickets in the Marketing Requests Portal.
Details
Effective January 31, we are retiring the Digital Requests List on CONNECT and replacing it with Jira Service Desk. We are also updating the name: Our new digital requests intake form will be referred to as the Marketing Requests Portal. This is being done to reflect the wider range of requests we now process, some of which are not necessarily digital in nature.
Jira Service Desk will offer a number of benefits to both the Global Digital team and colleagues who submit requests through it. To learn more, read through the FAQs below.
FAQs
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Is this system more efficient?
When you submit a request in the portal, instead of merely depositing an item into a list on CONNECT, it will create a ticket directly in Jira Software, which is Global Digital’s project management and workflow tracking tool. This helps your request get to a team member more quickly and gives us more time to solve issues.
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Do I need an account?
Users need to set up an account just once; then you can track the status of tickets you’ve submitted (both active and closed) and can communicate with an assignee directly by commenting on a ticket.
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How can I contact the person working on my request?
All communications on a ticket will be conducted in the portal. All of the information for a request—including its needed deliverables, accompanying assets, and any communications between the requester and the assignee—will be in one place. Email notifications will let you know of any new comments or changes to the status of your request.
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How do I know if progress has been made on my ticket?
You’ll still receive notifications via email anytime your request changes status. For example, if I (as the assignee for your request) leave a comment on a ticket you have submitted, you’ll receive an email about that. Then you can visit the ticket and respond as needed.
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Will we still use request catagories?
The request types on the main portal will still be organized into categories, as they currently are; however, there is a search function at the top where you can type in a keyword and find what you’re looking for more quickly.
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What happens to the Digital Request List?
As of January 31, visitors who go to the old Digital Requests List on CONNECT will be instructed to go instead to our newMarketing Requests Portal. All existing tickets in the Digital Request List on that date will transfer over to the portal.
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How do I sign up for an account?
Go to our newMarketing Requests Portal. When you get there, you will be taken to a sign-in window that includes an option to create an account if you don’t have one. Here is where we need you to take action: By January 30, please create an account for yourself in the portal. You will be asked to provide your email address.
Please ONLY use your TNC email address; no personal email addresses are allowed. Accounts created with personal email addresses will be disabled and we will ask you to recreate one with a valid TNC email address.
After you submit your email address, you’ll receive an email with instructions for completing the creation of your account.
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What if I miss the Jan 30 deadline to create an account?
You can also create an account any time after January 30, but we are asking users of the portal to do so in advance in order to be prepared for the transition, and to allow time to resolve any technical difficulties that may arise.
Once your account is created, you’ll be able to stay signed in with it (to make this possible, we suggest using the same browser each time) and can then submit requests through this new portal whenever you need.
Again, the planned date for transition is January 31. This portal remains a work in process—it contains all of the existing request types you currently see on the old Digital Requests List, but over time we’ll be adding some new request types in an effort to make this a one-stop shop for Marketing needs to the greatest extent possible. We are also open to feedback on ways to improve the portal and processes associated with it, so if you have ideas, please let us know!
If you have questions about this upcoming change, or if you have trouble creating an account, please reach out to Peter Warski (peter.warski@tnc.org).
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