University Relations Web Requests website [View Image]

Logging in

Regardless of whether you arrive directly to UR Web Requests or you click on the "Make a request" button from the UR Web Requests website, you will be taken to a login page in JIRA (the system we are using to run the service desk and workflow for web requests). There are three options:

  1. login with CAS (the option for VCU and VCU Health employees)
  2. login with a login we gave you (if you're one of our rare non-VCU clients)
  3. contact us for a login and password if you're not a VCU employee



The UR Web Requests portal page

After logging into the site, you will arrive at the help center page. The help center page primarily features links to our web request portal page, a search function if you have a general question, and the four most recent request options you have used (so you can use them again and bypass going to the main portal page). You can click on the "Submit a request" link at the top left of this page to go to the web requests portal.

When you visit the UR Web Requests portal homepage, you are faced with five options of placing a request to UR Web: 


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  1. Add, edit, delete, or replace something  - Modify text, images, documents, and other media on your website - this is the traditional web request for when you need your website updated to add, modify, or replace text, images, or documents to your website.
  2. Troubleshoot broken website features - Issues with website functionality, page not found or server errors, other broken website elements - use this form if a function on your website isn't working (for example, a news or social media feed, or photo uploading) or a page is not showing or is showing an page not found or server error for an excessive amount of time.
  3. Need access to something? - Access to databases, analytics, or other accounts - typically used for new VCU employees who need access to a departmental database. Likewise, this can also be used to revoke access to departing VCU employees.
  4. Ask our developers a question -Your website questions - If you have a question for the developers in the UR Web team, we will do our best to answer it. 
  5. Consultation request - We offer personalized training on how to use your website.
  6. Website compliance for ADA - added for 2019 - have your website reviewed and updated for ADA compliance/web accessibility



UR Web Requests forms

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All forms on the service desk look the same - the only differences are the icons and some of the field description text, which is tailored for each general situation. 

  • Short description - think of this as the equivalent to an email subject header - a short summary of what your request is
  • Your name - the name of the person making the request. Please note that you will become the primary contact for the request.
  • Website or department request is for - for billing purposes
  • Webpage address - we need a link to the page you want us to take care of - link must begin with http:// or https:// (see: How do I get the URL for the page or the file to be updated? And how can I copy the URL and paste it into the request?)
  • Description of request* - a detailed explanation of your request - please be as specific as possible, especially for web edits, broken site elements, and access issues
  • Attachment* - standard attachment area where you can place files such as images or Word and PDF documents.


Please note: Regarding the Description and Attachment fields

  • The description field is plain text only at this time - so text can't be made a different color or bolded to note things like copy changes. To work around this feature, the options are:
    • To break down requests into sections in the description field and use all caps, quotation marks, and asterisks to note changes.
    • To place everything in a Word document and attach it to the request using the attachment field below the description field. This has been used by many in the past for lengthier edits. If using this option and noting changes using highlights and different colors, please note what the colors or highlights mean in the description field if you don't already do so at the beginning of the document. 
  • For attachments:
    • The current attachment limits are 10MB per individual file, with the total amount of files not exceeding 100MB. So conceivably, you can attach 10 files that are 10MB each.
    • If you have a file that exceeds 10MB, please use Dropbox and send us the information via the request form, or you can find a free PDF shrinking service online that will shrink your file down, then you can attach the file to the request form




Table of contents for this page:


Tips for placing requests

To make the request process smooth and efficient, we need a few simple things:

  • The URL for the Web page or file to be updated
  • Specific details about the Web update or issue:
    • Terms like delete, edit, replace, or add help us understand the nature of the update
    • Please specify what copy should be deleted or updated
    • For issues, use phrases like "My update to URL is not showing on the live site", "My social media feed is no longer working", "My webpage is blank when I visit URL", to help us understand the issue you're experiencing.
    • For issues, please detail what steps we can take to recreate the issue. Also, please let us know what kind of computer and/or Web browser you are using.
  • If you are adding or replacing a file, such as an image or PDF, please provide the new file
  • For a larger project, such as a website redesign, please contact Mary Ann Davies, Director of Strategic Account Services at madavies@vcu.edu.

Web request statuses

For more information on the web request statuses you'll receive on your ticket and/or via email, please visit the page: Web request statuses, explained

After you submit your request

Click on the information below to read more about viewing your requests, receiving notifications and comments via email, and making subsequent requests.


Your request's individual ticket page

After you submit your request by hitting the "Create" button at the bottom of the form, you will be taken to a page that is your request's individual page. This page lists the information you submitted and its current status. As your request is being worked on, the subsequent statuses will be listed below the comment box, and above the information that was on the original ticket. The page also has three other features of note:

  1. The comment box serves two functions:
    1. It serves as a way to communicate. We will leave you a comment from your ticket in JIRA if we have any questions or concerns about your request, and you can enter a comment into the box to respond. All communication will appear in the middle status area.
    2. You can update your request. If you forgot to add something in your request, you can post a comment and/or upload a document or photo and we will be alerted and it will become visible on your ticket that we're working from in JIRA. 
  2. Don't notify me - JIRA automatically sends status updates through email as well as posting them on your request's individual page. If you would prefer not to receive status updates via email, click the "Don't notify me" link on the right-hand side of your request's individual page. Please note that by clicking "Don't notify me", you will only be able to see the status of your request by logging into JIRA Service Desk, and clicking on the "Requests" link in the top navigation bar.
  3. Share - By clicking on the "Share" link in the gray sidebar of the page, you can share your request with as many people as you'd like. Visit our how-to page for more details.



Automatic email notifications

After submitting your request, you should receive an email within 5 minutes stating that your request has been received. JIRA defaults to sending status emails automatically as well as posting request statuses on individual ticket pages (see above). If you would prefer not to receive status emails, you can either click on the" Turn off this request's notifications" link in the email, or you can return to your request's individual ticket page and click on the "Don't notify me" link. Please note that by clicking on "Turn off this request's notifications" or "Don't notify me", you will only be able to see the status of your request by logging into JIRA Service Desk, and clicking on the "Requests" link in the top navigation bar.


Web request statuses

For more information on the web request statuses you'll receive on your ticket and/or via email, please visit the page: Web request statuses, explained



Receiving comments via email

If you have email notifications turned on, you will also automatically receive any comments from the UR Web Requests team via email. You can also reply to comments via the same email and they will post to your ticket.



View your request (or some, or all of your requests)

Beyond the "View your request" link in all status emails you will receive, there are two other ways to view your current request or past requests:

  1. After logging in, you will arrive to the Help Center. Below the three main choices, there is a box that lists your most recent requests and their current status. Clicking on any of the links will take you to the individual page for that request ticket.
  2. To see a longer list of requests, you can click on the "Requests" link on the right-hand side of the top navigation bar. Requests will also have a number beside it to note the amount of open requests you have at this time. This will take you to a page with an information table listing every request you have ever submitted. You can filter them by clicking on the three drop-down buttons above the table (organize by status, request creators, or request type). There is also a search function. As with option #1, clicking on any of the requests will take you to the individual page for that request ticket.



I want to submit another request after I submit my first one 

JIRA is a little odd about some functions and doesn't have the most customizable navigation bar, so there are a few ways to do this:

  1. Click on the VCU logo in the top navigation bar from the individual ticket page of your previous request. From the requests lists, you can click on the VCU logo, go to the Help Center, then click on the "Submit a request" link.
  2. You return to the UR Web Requests website and click on any of the "Make a request" buttons.
  3. You bookmark the portal page and go there directly to submit requests, likely bypassing login (if you're already or automatically logged in through CAS) and the Help Center.




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