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Submitting a Jira request

What's inside this article:


Basic information

This article explains how to access Jira and submit a request, including how to choose the right request type and what information to provide.

What is Jira?

Jira is the ticketing system that Pangea Customer Care uses to manage all requests from Pangea users.

For every request you submit, Jira creates a ticket. The ticket shows:

  • The details of the request.
  • The Pangea Customer Care team member who is working on the request.
  • The current status of the request.

You and Pangea Customer Care can check all this information in one place, from the moment you submit a request until the request is complete.

Full support policy

To check the full Pangea support policy, including business hours, response times, and emergency contacts, see the following page:



Access Jira

If you have access to Pangea CMS, you also have access to Jira. To log in, use your work Microsoft account.

To open Jira, go to the following page:

If you do not have access to Pangea CMS, you can request access to Jira separately. To request access, send an email to pangeacc@rferl.org.



Report an issue

This section explains how to report an issue with your website, Pangea CMS, or live streaming.

For detailed information, see:


Check the status page

Pangea Customer Care posts information about emergencies and major issues on the Pangea status page. Before you report an issue, check this page:

If the issue appears on the status page, Pangea Customer Care already knows about it and is working on it. You do not need to report the issue. When Pangea Customer Care resolves the issue, the status page shows the update.

If the issue does not appear on the status page, report it in Jira. For help with choosing the request type, see Choose the right request type.


Choose the right request type

In Jira, three request types are available for reporting an issue:

  • Emergency
  • Bug
  • Streaming incident

An issue is an emergency if it:

  • Stops visitors from using your website.
  • Stops you from using an essential feature in Pangea CMS. Essential features are features that you need when you cover breaking news (for example, publishing and updating content, updating homepage widgets, or uploading videos).
  • Prevents a live stream from starting, or stops or seriously disrupts a live stream that is in progress.

Other issues that relate to your website or Pangea CMS are bugs. Other issues that relate to live streaming are streaming incidents.

For examples, see the following tables:

Your website

EmergencyBug
The whole website (or only the homepage) does not load.One page (other than the homepage) does not load.
An issue stops visitors from reading, watching, or listening to content across the whole website (for example, the video player does not work).A visual issue appears on one page or across the whole website (for example, images are misaligned). Visitors can still read, watch, or listen to the content.

Pangea CMS

EmergencyBug
Pangea CMS does not load.Pangea CMS loads slowly, or you see unexpected error messages.
You cannot use a feature that you need when you cover breaking news (for example, you cannot update homepage widgets).An essential feature does not work as expected, but you can still use it.

Live streaming

EmergencyStreaming incident
A live stream does not start, or a live stream that is in progress stops or has serious problems (for example, the video freezes often, or the quality is so poor that visitors cannot watch it).After a live stream ends, the recording is not available on your website or on social media.


Submit the form

To report an issue, open the form for the correct request type:

Describe the issue

A detailed description helps Pangea Customer Care solve the issue faster. In the form, include the following details:

  • Which websites or language services are affected.
  • When the issue started.
  • What you were doing when you noticed the issue. Describe the exact steps that you took.
  • What you expected to happen.
  • A screenshot of your whole screen. Make sure the screenshot shows the page URL and the issue. A screenshot is essential for Pangea Customer Care to understand the issue.
  • If the issue affects a specific page, the URL (web address) of the page.



Submit other requests

This section describes the other request types in Jira. For emergencies, bugs, and streaming incidents, see Report an issue.

Use this request type to suggest a new feature or an improvement to an existing feature.

Open the form

To request a new feature, open the following form:

Describe the request

A detailed description helps Pangea Customer Care evaluate your request. In the form, include the following details:

  • What problem the new feature solves.
  • Who benefits from the new feature.

Use this request type to ask Pangea Customer Care to make a change to the configuration of your website or Pangea CMS.

Open the form

To submit a change request, open the following form:

Examples

Examples of change requests include:

  • Feature access: Some features are only available on request. Pangea Customer Care must enable these features for your site.
  • Changes to your website navigation: Pangea Customer Care can update your action bar and your 'Share' and 'Follow us' menus.
  • Changes to tubes for automated streaming: Pangea Customer Care can add new tubes and remove or update existing tubes.
  • New distribution accounts: Pangea Customer Care can connect new YouTube and Facebook accounts to Pangea CMS.
  • New image sources and photographers: Pangea Customer Care can add new sources and photographers that you can assign to images.
  • New users and user group changes: For RFE/RL, Pangea Customer Care manages the list of Pangea CMS users and their user groups. VOA and OCB manage their own lists.

For more information about these topics, see the following articles:

Use this request type to ask the Pangea Design team for a custom banner. You can request custom banners to:

  • Promote special projects.
  • Promote your mobile apps or social media accounts.
  • Tell visitors how to access your website if it is blocked.

Open the form

To request a custom banner, open the following form:

For detailed information, see the following article:

Use this request type for general questions that do not match any other request type. For example, you can ask how to use a feature or where to find a setting in Pangea CMS.

Open the form

To submit a user request, open the following form:

Use this request type to schedule a training session with Pangea Customer Care. Training is available for both new and experienced Pangea CMS users. Pangea Customer Care adapts each training session to your needs.

Open the form

To submit a training request, open the following form:

For detailed information, see the following article:

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