Need tech support? Send an email to: [email protected]
A ticket will be created in Wrike (our task tracking system) and you will receive a reply from [email protected] when progress is made on the task. You can reply to that email to provide more information as necessary.
If you want to view the progress of an issue you can login to Wrike with your ministry email address and the password you created when you setup the account (e.g., [email protected]).
Wrike Tickets
Task Status is set as follows:
Date - The day Tech is planning to work on the task.
Active - The task is planned but not currently being worked on.
Green - Tech is actively working on the task.
Red - Tech is waiting on a response from someone and cannot make progress.
Yellow - Immovable date. Tech is planning to work on the task the date of the task.
Completed - Task is completed. If further work is required it can be reopened (set to Active) or a new ticket created.
Ticket Process Workflow
Task Planned
Task status is set to Active.
Task is assigned to Tech team member and shared with the user.
Task Start Date is set to date when planning to work on the task.
Task In Progress
Task status is set to Green when work begins. Leave Green until next status meeting.
All communication about the task are done in Wrike or by replying to the email sent from Wrike.
Task Awaiting Response
Task status is set to Red.
Task Start Date is set to date of last contact with user.
Task Complete
Task End Date is set to date it was completed.
Comment is added to the task to summarize the work completed.
Task status is set to Completed.