This article will guide you through the steps to submitting a service request ticket to the Energy.gov Content Management System (CMS) Support Team.
November 9, 2021
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The CMS Support Inbox has been replaced by the support request ticketing system. Submit an Energy.gov Support Request for assistance from the team!
ATTENTION
The CMS Support Inbox is still operation for the time being. For time sensitive requests, please continue to email DOECMS-Support@hq.doe.gov.
Stay tuned for updates on the official transition date. In the meantime, please feel free to check out the request form. If you have any difficulty accessing the support request form, please let the CMS Support Team know!
Helpful Hint
When searching the 'Office Name' field, search by the first word in your Office's name. If you are unable to find your Office, try beginning your search with "Office of" or "The Office of"
Have no fear, CMS Support is here!
We know change can be intimidating, which is why we are here to help support you through this transition with reminders as well as new training sessions and materials.
DAYS is the ticketing system used to fulfill service and support requests for various offices and groups across the Department of Energy.
This new system will promote efficiency, enhance ticket progress tracking, and eliminate the confusion that can come from multiple email threads in a shared inbox,
Please Note: Emails sent to DOECMS-Support@hq.doe.gov will no longer be serviced. Please submit all request through the DAYS ticketing system for assistance!
How to Submit a Ticket
Please see the steps below on how you may go about submitting an Energy.gov Support Request ticket to the CMS Support Team:
- Navigate to https://doeprod.servicenowservices.com/
- Select 'Get Help'
- For reason for inquiry, select 'I am requesting assistance for Energy.gov website
- Select 'OK' to be redirected to the Energy.gov Support Request Form.
- Please Note: You may also access the form by selecting 'Service Catalog' . Categories: 'Energy.gov Support' > 'Energy.gov Support Request
- You should now be redirected to the Energy.gov Support Request form. In the top of the form, please fill out all required fields
- Please Note: In your short description, please list the Node or Media ID for the relevant content or media. If your request has to do with multiple offices (e.g. need new access to multiple offices within the CMS), you may also indicate that in this field.
- Under ‘How Can We Help You?’, please select the nature of your request. You may provide additional details about the specifics of your requests under ‘Service Categories.’
- Please Note: Some requests, such as New User Account Requests, will be directly sent to the Federal point of contact for your Office
- Fill in the presented fields based on your chosen service category.
- Submit the form for review by the CMS Support Team!
Helpful Hint:
Including as much information as possible will help the CMS Support Team to fulfill your request more effectively and efficiently!
Service Categories:
User Account Management:
Request assistance with a new or existing Energy.gov CMS Account. For example, if you need your account unblocked or need to request access to additional offices, you may do so under this service category. You may also request removal of an existing account, or creation of a new account. Note that new account creation requests will be sent to the Federal POC for the office for approval.
Menu Navigation Updates:
Request assistance with updates to the menu navigation within the CMS. You may request to update the title of a menu item, order, or the node that the menu item is linking to. Specify if you would like a menu item enabled or disabled. Disabled menu items will still appear in the breadcrumb trail, but will be hidden from the visible menu structure.
Custom Training Requests:
Request a custom training session with the CMS Support Team for an office, team, or individual. In your request, please include the topic on which you would like training (eg. Workflow, Creating Content, Tagging and Taxonomy, etc). Please note: New user training requests to gain access to the CMS may be requested under Service Category: ‘User Account Management.’
Content Update/Deletion Request:
Request update or deletion of content within the CMS. The CMS Support Team can help you to cross-post items to different offices to ensure they show up in relevant listings. You may also request deletion of content or media that is no longer needed in the CMS.
Please Note: It is not the responsibility of the CMS Support Team to edit or otherwise maintain content on the Energy.gov site. Please do not submit requests for actions that may be otherwise taken by a user with non-admin permissions.
Report an Issue:
Report an identified issue to be brought to the Energy.gov development team.
General Question:
Curious about functionality of the CMS? Submit your questions to the CMS Support Team for review. You may also include suggestions for future focus group topics, CMS support articles, or general feedback under this category.
Enhancement Request:
Submit a request for new or enhanced functionality within the CMS. Please keep in mind that enhancements to the Energy.gov site will be prioritized below general site maintenance and resolution of any issues impacting the functionality of the site.