Submit Web Team Service Requests

The City of St. Louis web team strives to keep systems running and information up to date. City employees may submit a Help Desk ticket to the web team for the following purposes:

• To report a bug
• To request a small or large update to your department's site
• To request CommonSpot account creation or assistance with CommonSpot
• To request posting of meetings or procurement documents
• To request a new online form or an update to an existing one

There are several different categories of request you can submit to the web team. Read each category below, choose the one that applies to you, and see what information you will need to provide. It is helpful to give as much information as possible when submitting a request. Knowledge base articles are available to show you how to fill out each type of request.

CommonSpot CMS Account Creation or Update Request

Reporting supervisors and managers can request CommonSpot accounts for their employees, or request that their CommonSpot access be changed to include/disinclude different areas of the site or different applications. This request must come from a supervisor, not the person needing the account.

• Name and email of the person needing an account
• Website section they need to access
• Tasks they will need to perform on the website

CommonSpot CMS Assistance

For trained CommonSpot users to request assistance with CommonSpot tasks. Please review the CommonSpot tutorials before submitting a request.

• URL of the page you need help with
• Task you need help with

CommonSpot CMS Training Request

For new CommonSpot account holders to request a training session.

• Your department
• Types of tasks you anticipate doing on the site
• What specific duties you will do on your department website
• Confirm you have a microphone on your computer

Custom Report Request

Request a custom report based on Google Analytics, web application, web form, dataset, etc.

• People who need access to the report
• Report deadline
• Data source
• Report requirements

Large Website Content Request

Request a large or complex update on the City site (multiple pages, complicated layout, reorganizations, etc).

• Project sponsor (manager who can sign off)
• Project contact
• Timeline and reason for timeline
• Stakeholders
• Problem to be solved
• Project audience

New Web Form/Application Request

Request a new web form or application.

• Project sponsor (manager who can sign off)
• Project contact
• Timeline and reason for timeline
• Stakeholders
• Problem to be solved
• Project audience
• Is this a replacement for an existing process?
• What are the minimum requirements to satisfy your goals?

Public Meeting or Meeting Materials

Request that a public meeting with meeting materials be posted to the City website. This request must be submitted at least 2 business days before the meeting (one day for sunshine laws, one day for the web team to have time to post it).

• The name, date, time, location and contact information for the meeting
• Zoom information for virtual meetings (can be included in the agenda)
• Meeting agenda/minutes in accessible PDF format (not a scan)

Procurement Posting

Request that an RFP, RFQ, RFI, etc be posted to the City site.

For selection committee meetings for procurement, use the Public Meeting or Meeting Materials request form.

• The name of the RFP
• RFP summary
• Location of RFP on city site (please list your department site, as RFPs appear on the Procurement site by default)
• Pre-bidding information, if any
• The opening and closing dates of the RFP
• The RFP in accessible PDF format (not a scan)

Small Website Content Request

Request a simple update on the City site (typos, press releases, profile updates, adding content to an existing page, etc).

• Web address of page
• Request details
• Date needed

Web Form/Application Enhancement Request

Request an enhancement (new feature, change behavior, etc) to an existing web form or web application.

• Project sponsor (manager who can sign off)
• Project contact
• Timeline and reason for timeline
• Problem to be solved
• Stakeholders
• Project audience
• Is this a replacement for an existing process?
• What are the minimum requirements to satisfy your goals?

Website Bug Report

Choose this item if you have received an unexpected error or noticed a bug on the City website.

• The date and time you encountered the bug
• The web browser you were using
• The web address of the page you were on
• The exact steps you were taking when the bug occurred
• The text of the error, if you received one
• Screenshots of the error if possible

1. Navigate to the City single sign-on site (the same site where you submit your timesheets).
2. Log in with your username (city email address or employee number), password and two-factor authentication.
3. Choose ITSA Help Desk from My Apps.
4. Choose the Service Catalog button on the left.
5. Underneath All Services, choose Web Development.
6. Choose the request that best fits your needs.
7. Read the linked knowledge base article to see how to fill out the form.
8. Complete the request form and then click the Request Item button at the top right of the screen.

The request will be assigned to the member of the web team who can complete your request. They may contact you via the Help Desk ticket or via email/chat to ask any follow-up questions. To expedite your request, please be prepared to answer any questions they have.

Large content requests may need to be evaluated by IT for feasibility, and IT may offer alternate solutions for your issue. Large projects often require that additional discovery take place, and some may require project charters with sign off from management. Projects may need to be scheduled well in advance.

Once your request has been completed, the web team will close your Help Desk ticket.