Tracking 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
| 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 contentNote: 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.