The service desk is a secure online system that lets you manage your stacks and see reports.

Once you've signed-up to CWP, you can access the service desk by clicking the button at the top right of this website. You're welcome to call us on (04) 974 6804 should an issue be better dealt with that way. This page provides guidance on:

How do I use the service desk?

You need a login to access the service desk. You can only gain access if you are a participating agency or are working on a website on behalf of one. If you require access ask your Stack Manager.

Once you are logged in:

  1. Choose the ticket type which best fits your needs.
  2. Complete the online form.
  3. You’ll receive email confirmation that your request has been received.
  4. You can follow progress in My Tickets, clicking on an item to review the history.

Problem with the CMS

General support

General request
Provide feedback or ask a general question or request. We will let you know prior if any cost is involved.

Request Code Review or Code Warranty
See code review guide. Quote shall be provided before work commences.

Raise an Incident 
Raise the alarm that you are experiencing a service problem or an outage to part of the Common Web Platform. Phone 04 9746804 at any time of the day if you require immediate action. 


Add additional non-production environments
Stacks come with a production and test environment. You can add additional environments.

Alter domain names associated with a Stack
Update the domains (e.g. a stack listens on. Does not alter DNS records.

Alter Stack size
Adjust a stack in response to changing traffic or business needs. Changes monthly fee.

Disater Recovery Services
Adjust a stack in response to changing traffic or business needs. Changes monthly fee.

Delete a Stack
Permanently destroy all environments for a stack, including all backups held.

Deploy UAT to production
This action is carried out by the platform team at a scheduled time, as it will cause a small website outage.

Request new stack
Request a Stack, to house one or more websites. See how to select and setup the right stack.


Manage highly privileged users

See guides at Roles and Responsibilities.  You are now able to perform all these tasks via the 'Team' section on link) interface.  

Add authorisation
Authorise an existing user to take an additional role.

Add new user
Add a new user and authorise to a specific role. You have to have authority to manage roles for given agency/stack.

Revoke authorisation
Revoke a role from the user. If this is user's last role within the system, the user will be removed from the Service Desk and Dashboard. However the GitLab and CMS access will be unaffected.

Update another user's account details
You have to have authority to manage roles for given agency/stack.

Update my account details

All the CWP roles have access to the service desk. This includes vendors who are doing work for an agency. Note that the Service Desk is not used to access the deployment tools and shared code repository used by Developers.

What types of support are provided and what costs apply?

Many forms of support requests are provided by us as part of the monthly fee that agencies pay for their Stacks. Other some types of support, however, will be provided by the team or company building your websites. Here are some support requests you might need, with examples of where fees apply.

Covered by your monthly fee

Create and Remove Stacks

Domain Name Changes

Requesting System Logs and Backups


Transfer Database/Assets

Restoration of website following outages (24/7)

Provided by your website developers

Answering questions on how to use the CMS

Answering questions about your website, e.g. from the public “how do I use the forum?”

Template and Code changes for your website

We provide, but fee applies

Changing Stack size

Code Review or Warranty

Extensive architectural or other technical advice/report

Code development

Paid enhancements to platform

What information does the service desk provide?

Click on the 'Go To My Stacks' area, each Stack is shown on the left hand side, select your stackid to find its various characteristics:

Stack Overview Tab

  • Website name
  • Stack ID
  • Top right hand corner - for Custom GitLab shared code repository link)
  • Primary domain name
  • Additional domain names
  • Environments:
    • Prod:
      • URL:
      • Admin:
    • UAT:
      • URL:
      • Admin:

CWP Configuration Tab

  • Stack size: Small/Medium/Large
  • Disaster Recovery level: None - Backup Only / Passive DR / Active DR
  • Initial site deployed to UAT (user acceptance testing), eg copy of the standard CWP site


  • Stack and agency roles:
  • Agency Relationship Manager (Name)
  • Stack Manager (Name)
  • Release Manager (Name) - if nominated
  • Developer (Name)

Metrics’ also provides a a section containing real time high-level resource usage metrics. This summarises the health of the Stack and shows how much of the server's resources it is using. Once usage reaches certain pre-defined thresholds, then you’ll be offered recommendations about upgrade or downgrade options, depending on whether your site needs to handle increasing traffic. A downgrade would be offered with declining usage, saving money by not having excess resources sitting idle.

The areas covered by the report are storage (hard drive space, which is used by site content and files), memory (short-term memory used while serving the site) and CPU load (processing power used when serving the site). For each of these, you can see an average usage, any alerts, and a summary.

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