Getting Support for your Digital Commons Site There are two ways you can get technical support for your Digital Commons website: The Digital Commons Content Ninjas site on Teams is available as a community support channel for questions and guidance from 90+ Web Managers and users. (The Digital Solutions team are no longer reachable via this channel.) The ServiceNow portal, a cloud-based IT Service Management platform replaces the Teams channel as a means for getting support directly from the Digital Solutions team. ALL requests will be made via ServiceNow. (See button below) YOU MUST BE A WEB MANAGER to submit ServiceNow tickets for an existing site. Tickets from non-Web Managers will be rejected. Support request emails will also go unanswered. ServiceNow Submit a ticket for support! (Web Managers with an NCID can submit) Using Service Now for Digital Commons How Does This Work? Web Managers will simply follow the ServiceNow link. Upon reaching the 'Search' screen, you will type 'website' or 'digital commons'. Select 'Digital Commons Website Support'; you will then be able to request assistance with: Broken item/Bug Add a Web Manager Webform/Views Help Website Analytics Seeking new website Seeking Optimization You will then fill in ALL requested information. Upon submission, a ticket will be created and you and our team will be notified. A Digital Solutions team member will be notified and your request will be addressed in priority order. How Long Will It Take Response times will vary depending on complexity. However, you will receive status within 24hrs as well as a target resolution time. Bugs/Fixes requiring a Jira ticket may require the length of a sprint cycle for completion. (2-3 weeks) What If Site is Down Please bypass ServiceNow and email Digital@its.nc.gov directly.
Getting Support for your Digital Commons Site There are two ways you can get technical support for your Digital Commons website: The Digital Commons Content Ninjas site on Teams is available as a community support channel for questions and guidance from 90+ Web Managers and users. (The Digital Solutions team are no longer reachable via this channel.) The ServiceNow portal, a cloud-based IT Service Management platform replaces the Teams channel as a means for getting support directly from the Digital Solutions team. ALL requests will be made via ServiceNow. (See button below) YOU MUST BE A WEB MANAGER to submit ServiceNow tickets for an existing site. Tickets from non-Web Managers will be rejected. Support request emails will also go unanswered. ServiceNow Submit a ticket for support! (Web Managers with an NCID can submit) Using Service Now for Digital Commons How Does This Work? Web Managers will simply follow the ServiceNow link. Upon reaching the 'Search' screen, you will type 'website' or 'digital commons'. Select 'Digital Commons Website Support'; you will then be able to request assistance with: Broken item/Bug Add a Web Manager Webform/Views Help Website Analytics Seeking new website Seeking Optimization You will then fill in ALL requested information. Upon submission, a ticket will be created and you and our team will be notified. A Digital Solutions team member will be notified and your request will be addressed in priority order. How Long Will It Take Response times will vary depending on complexity. However, you will receive status within 24hrs as well as a target resolution time. Bugs/Fixes requiring a Jira ticket may require the length of a sprint cycle for completion. (2-3 weeks) What If Site is Down Please bypass ServiceNow and email Digital@its.nc.gov directly.
