Internal SQ Digital

For internal use by SQ Digital

How to – Request: D&D Ad Hoc Work

When do we raise a D&D Ad Hoc Work Ticket? 

The Account Manager is responsible for creating D&D Ad Hoc Work Tickets. Any requests by other departments are to be sent to the Account Manager via a Note on the Customers account in Accelo. The Account Manager will then authorise the work and convert it into a ticket.

A new D&D Ad Hoc Work ticket should be raised for each different ad hoc job.

What is classed as D&D Ad Hoc Work?

D&D ad hoc work is any work not originally planned within an interval/retainer and is NOT a technical support issue. The common types of D&D Ad Hoc Work are as follows:

  • New web page design
  • New website graphic
  • New website feature/functionality
  • Web layout change
  • amendments to existing website
  • SEO technical work (redirects, website optimisation, etc)

How to make a request? 

Details Required: 

  1. Description of the work
  2. Company of client
  3. Domain the work would be done on

Raise request: 

  1. Open Accelo, go to create at the top of the page and click ticket from the dropdown 
  2. On the create ticket page enter the details as below 
    • Company – Find company related to request (SQ Internal for internal) – If you can’t find the required company set it to SQ Internal.
    • Subject – Provide a short summary of the work
    • Description – Provide all details about the work
    • Tags – This can be left blank 
    • Assignee – Set this to the D&D project manager (James Brady) 
    • Contact – Preferred contact for the client company about the work
    • Type – Select D&D Ad Hoc Work
    • Status – Requested will be selected and is the only option 
    • Monthly Contract – Select none if you get this option unless you are an AM and know at this point it will be coming from the client interval budget 
    • Class –  Select D&D Ad Hoc Work
    • Priority – There are 4 available priority levels:
      – Extreme: Requires immediate attention
      – SLA: A completion or quote will be supplied within one week, depending on the size of the task
  3. Click Create Ticket 
  4. You will now be asked to enter an extra detail. Enter this as below. 
    • Mockup – If there is a Mockup required select YES from dropdown, and include details in the text field
    • Deadline – Adjust the ticket deadline if the starndard 5 days SLA isnt sufficient
  5. Click Save 
  6. You will now be asked to add any team members to the ticket.
    • If only the AM needs to know then you can click continue
    • If other memebrs of SQ need to track progress, such as an SEO Executive, then search for their name in the ‘Add’ field and add them as a team member. from here you can change the ‘type’ to Internal SQ Staff and mark them as Active in the ‘Status’. You can then save that team member to the ticket.
  7. Click Save
  8. You have now raised the ticket for D&D Ad Hoc Work

Optional – Convert email into ticket/D&D Ad Hoc Work request for a client in Accelo: 

If you receive an email from a client already in Accelo with an D&D Ad Hoc Work request, you can convert this to a ticket. The client needs to be in the Accelo system for it to appear in the Accelo inbox. 

  1. Open Accelo, click inbox at the top of the page 
  2. Find the email from your inbox (Most recent will be at the top) 
  3. Select the email, it will show up on the right pane. 
  4. Just next to the email date on the right side, there are 3 vertical dots. Click this and select Convert to Ticket from the dropdown 
  5. The email details are now used to prepopulate the creation of a new ticket. Now just follow from step 2 above to make sure the other details are correct. 

 

 

Related

admin

, ,
, ,