Tracking content requests

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Tracking Content Requests

    This guide outlines the process for tracking content requests within the Employee Center using Content Governance. It details how both employees and content managers can monitor the status of content requests submitted, enhancing communication and management of content creation.

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    Key Features

    • Tracking for Employees: After submitting a request, employees can view and manage their requests in 'My requests', allowing them to add comments, attach files, and review submission details.
    • Tracking for Content Managers and Admins: Managers and admins can access all content requests via 'Content Governance > All Requests', where they can view details, communicate with requesters, and track request statuses.
    • Content Request Record: Each request creates a record with details such as content type, intended audience, and request status, assigned to a specific manager or team.

    Key Outcomes

    Understanding the various states of a content request is crucial for effective tracking and management. The states include:

    • New: When a request is first submitted.
    • Assigned: When a manager assigns the request to a team member.
    • Work in Progress: Indicates active work on the request.
    • In Review: The content is being reviewed; edits cannot be made during this state.
    • Ready to Publish: Awaiting approval for publication.
    • Published: The content is live and accessible to employees.
    • Cancelled: The request has been canceled by an admin.

    These states facilitate clear communication among employees, content managers, and admins, ensuring all parties are updated on the progress of content requests.

    After a content request is submitted, Content Governance enables the content requester, content managers, and content admins to track the status of the request and associated content.

    Tracking as the content requester

    After submitting a content request, the employee can track the status of the request by navigating to My requests and opening the content request. They can add a comment for the content manager, attach files, and review the details they submitted.The content requester can track the request status from the My Request tab

    The state field of a content request provides a quick status update to the requester and content team, as well as triggers system actions. For more information, see Understanding content request states.

    Tracking as a content manager or content admin

    Content managers and content admins can view content requests by navigating to Content Governance > All Requests. Each time an employee submits a content request, the system creates a record with the prefix CONREQ. This record can be assigned either to an individual content manager or to a group. The record is used for the following purposes:
    • Holds the request details, such as the type of content that needs to be created and the intended audience
    • Communicate with the employee who made the request
    • Holds the associated content once it's created in the Content Request Items list
    • Tracks the request status

    Content admins and content managers can view all the content requests and associated content, even if they aren't assigned to that record.

    Understanding content request states

    The content request state provides a quick update on the current status to the employee who made the content request, approvers, and the content team.

    The status bar at the top of a content request record displays all the states, with the current state highlighted.Content request status bar

    Table 1. Content request and content request item states
    Content request state Content request item state Description
    New Open Content request was submitted
    Assigned Open Content admin or manager assigns the request to a content manager or team, and manually updates the state
    Work in Progress Work in Progress Content manager manually updates the state when they start working on the ticket
    In Review In Review After the content manager creates the content and publishing plan and clicks Send for review, the system updates the state to "In Review" and assigns a task to the content requester and approvers to review the content
    Note:
    Once a content request item is In Review, the content cannot be edited. The content manager must revert the state to "Work in Progress" to edit the content.
    Ready to Publish Ready to Publish When the requester clicks Approve, the system updates the state to Ready to Publish
    Published Published The content manager manually updates the record to Published and the content becomes available to employees according to the publish plan configuration
    Cancelled Cancelled The content admin cancels the request.
    Note:
    Content request items require content and publishing plan in order to change the state to In Review, Ready to Publish, and Published.

    For information on how to customize the approval process, see Employee tasks page.