Website Tickets

MVP Strategy & Post-Launch Expansion Guidelines

As we approach go-live, please keep the following strategic context in mind when evaluating requests and submitting tickets:

• Minimum Viable Product (MVP) Focus: To successfully migrate thousands of pages across 10 colleges and numerous divisions, we established an MVP functional baseline for launch day. Certain legacy features or advanced capabilities have been intentionally deferred to ensure a stable, unified initial release.

• Migrated "As-Is" Content: Thousands of existing pages were migrated directly from legacy systems to preserve site content. We recognize that some legacy copy or assets may be outdated. Our primary objective is to launch the unified framework, followed by continuous cleanup and optimization in the post-launch phase.

• Phased Enhancements: Launch day is just the beginning. Refinements, expanded features, and system upgrades are already planned and will roll out progressively in the months following go-live. Ideas submitted through the ticketing system will directly inform these future enhancement sprints.

We deeply appreciate the partnership and dedication of all deans, department chairs, and designated liaisons as we collaborate to deliver a modern, unified web presence for Florida Atlantic University.

Support Routing & Ticket Triage Framework

To ensure an efficient go-live process, all feedback, updates, and issue reports must be routed exclusively through your unit's designated Website Liaison.

Liaisons serve as the operational single point of contact for their college, department, or division. Their role is to review incoming requests from internal teams, assign a clear descriptive title to each ticket, and pre-classify the request into one of five predefined priority tiers before submitting it to the central IT web development team.

How to Create an Effective Support Ticket

To ensure fast triage and resolution by the central IT web development team, Website Liaisons must follow these standards when submitting a support ticket:

• Descriptive Ticket Title (Subject): Use a clear, specific headline that summarizes the exact issue or request. Never use vague titles like "Help," "New Ticket," or "Broken."
  Example: [College of Science] Broken Link on Biology Faculty Directory Page

• Dev Site URL: Provide the exact full URL to the page on the development environment where the issue occurs.

• Submitter Information: Include the full name of the submitter along with the date and time of submission.

• Priority Level: Select a priority tier (Critical, Urgent, Normal, Question, or Idea) that strictly aligns with the pre-defined priority definitions.

• Detailed Description & Screenshots: Describe the issue or requested update with as much detail as possible. Include step-by-step instructions to reproduce the problem, expected vs. actual behavior, and annotated screenshots whenever possible to expedite resolution.