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How Requests Are Processed

When you submit a document to your content liaison to be reviewed for electronic distribution via the web, email, or a presentation, it is reviewed and additional action is taken based on the results of that review.  Often the next step is for the content to be sent to developers for further action through a ticketing process.  The following gives an overview of that process.

The Life Cycle of A Ticket

Step 1. Receive File From The Client.

  • Each request is different and has varying parameters that will determine how the ticket is processed.  Therefore we closely evaluate each request received.

Step 2. Evaluate File. Content Manager:

  • Thoroughly reviews the document, by checking structure, links and formatting
    • Content Manager Evaluation Checklist
      • Posting URL included
      • Accessible (sent to 508 team to check)
      • Plain language
      • Working links
      • All instructions are clear and concise
  • Sends questions to client as needed
  • If needed, prepares the document for 508 review/remediation OR sends to developers for completion.
    • Roads to Accessibility: A ticket that needs to go through the 508 process has 2 possible paths:
      1. Review-508 team reviews the document for accessibility and creates and audit report for the client.  If the document passes it continues on the ticket pipeline.  If it fails it is returned back to the client for correction.  This process can happen several times before the document is compliant.
      1. Remediation- 508 team reviews the document and if it fails, will make all needed fixes for the document to be compliant

Once the ticket has cleared the Review or Remediation process, the ticket returns to the ticket pipeline to be submitted to developers.

Step 3. Create Ticket With Detailed Instructions For Developers On What To Do With File/Content.

  • Format all content with proper headings, remove identified junk code...
  • Recheck all links

Step 4. Submit Ticket To Developers For Completion Of Client Request.

  • Developers handle multiple requests from multiple clients at the same time, therefore speed of posting is dependent on number of tickets in the pipeline.

Step 5. Confirm Completion Of Ticket.

  • Developers work on tickets and complete ticket to specifications. 
  • The file/content is published and developers notify content managers through the ticket tracking system called JIRA.

Note: This ticket lifecycle shows how ticket requests are processed by the content managers of the Digital Communications Team for the Department of Health and Human Services

Download a PDF graphic of this cycle (663 KB).


Content created by Digital Communications Division (DCD)
Content last reviewed on August 19, 2015