EDIT TICKET CREATION FLOWCHART

Edit Complete

Reach out to your manager to get in touch with the Live design leadership team! We are happy to assist!

Check your Edit ticket Queries for a pending action!

Havent recived an update about your Task Recently?

EDIT COMPLETE

Edit in Progress

Delays

• Specialist flips edit ticket "On-hold Designer" with notes on the issue.
• Specialist updates Task Ticket to "In Production"

• Customer Support Specialists can now monitor status of these tickets in thier "Action Needed" Query

Upon review of edit, specialist notices missing items, errors, or adjustments that are needed

Follow up Edit Requested

Designer Evaluates Edit Request

If a designer is unable to finish edit they will reset the due date and return the ticket back to the bucket

Request for Collaboration

Reslovable?

Unreslovable -or- EXT

Pending leadership action on edit feasibility or implementation

Platfrom Error Escalation

Pending leadership action on edit feasibility or implementation

Upgrade to Extensive

Pending leadership action on edit limitations, scope,

Closeout Ticket

• Edit ticket status will be flipped to “Closed”, "New"(rating adjusted to ext), or "Escalated to platform support" by leadership with notes on decision

• Live design leadership will update Task Ticket to “Client Update Needed” with notes on the decision
• Specialist will comunicate decision or extended due date with client

• Edit ticket flipped to “Request Review” or "Functionality Review" with notes on the issue
• Specialist as watcher
• “IRQA” status set if "Request Review"
• Task ticket updated to "Under Review" pending leadership decision
• Customer Support Specialists can monitor status of these tickets in thier "Action Needed" Query

• Edit ticket flipped to “On Hold-AM” with notes on what is required for ticket completion
• specialist as watcher
• “IRQA” status set
• Customer Support Specialist will see "On-hold AM" tickets in "Action Needed" individual queries
• Specialist will respond with clarifications and flip back "On-Hold Designer"
• Task ticket will stay "In production" until edit can be completed
• If coming from "Request Review" or "Functionality Review" this process now executed by live design leadership team

Pending client side manager/ specialist collaboration on rewriting edit request or setting client expectations

Pending leadership action on edit feasibility or implementation

Functionality Review

Pending leadership action on edit limitations, scope, or miscommunication

Request Review

Clarification or missing items needed

On-Hold AM

Edits ticket CANNOT be completed as specified

Only has Master Chili File

Has an assigned Task Ticket

Edits COMPLETED as specified

• Edit ticket number is added to related issues
• Leave comment with notes and ticket number

• Task Ticket is flipped “Ready for Client Review”
• “Ready for Review Date”, “Ready for Review Time” is updated
• Edit ticket number is added to related issues
• Leave comment with notes and ticket number

• Edit Ticket is flipped "Ticket Complete"
• "Completed as specified" field updated
• Comments or notes added

Ticket hasnt been picked up after 2 days?

Leadership Assigns 2 day old tickets, flips status to "Hot Assign" or "Urgent", and sets due date to the current day

Expediting normal tickets only need manager approval

Completed in order by ticket creation date. Expediting Extensives must have director approval.

NorMal(1-5 rating)

EXTensive

Designer Assigns themselves edit tickets and flip status to "In progess" and set the due date to the current day

Visability Note: Check out your New Queries to locate live edit tickets

Edit Ticket CreATION FLOWCHART