The service desk is a secure online system that lets you manage your instances 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 instance manager.

Once you are logged in:

  1. Choose type of request. Use support request if there isn't a specific type for the action you require.
  2. Complete the online form.
  3. You’ll receive email confirmation that your request has been received.
  4. You can follow progress in My Active Tickets, clicking on an item to review the history.

Problem with the CMS

Bug Report
Report a bug or fault in the SilverStripe Content Management System.

General support

General support 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.

Service issue / outage report
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. 

Instances

Add additional test environment
Instances come with a production and test environment. You can add additional environments.

Alter domain names associated with an Instance
Update the domains (e.g. site.govt.nz) an instance listens on. Does not alter DNS records.

Alter Instance size or disaster recovery level
Adjust an instance in response to changing traffic or business needs. Changes monthly fee.

Delete Instance
Permanently destroy all environments for an instance, 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 instance
Request an Instance, to house one or more websites. See how to select and setup the right instance.

Request system logs
This action is carried out by the platform team at a scheduled time, as it will cause a small website outage.

Manage highly privileged users

See guides at Roles and Responsibilities.

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/instance.

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 Deploynaut. 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/instance.

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 technical staff.

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 Instances. 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 Instances

Domain Name Changes

Requesting System Logs and Backups

Deployment

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

Training

Changing Instance size

Code Review or Warranty

Extensive architectural or other technical advice/report

Code development

Paid enhancements to platform

What reporting does the service desk provide?

Under the ‘My Sites’ area, each Instance is shown, along with its various characteristics:

  • Website name
  • Instance ID
  • Primary domain name
  • Additional domain names
  • Instance 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
  • Custom GitLab shared code repository https://gitlab.cwp.govt.nz(external link)
  • Additional options
  • Purchase Order / Responsibility Code
  • Environments:
    • Live:
      • URL: http://xxx.cwp.govt.nz
      • Admin: https://xxx.cwp.govt.nz/admin
    • UAT:
      • URL: http://xxx-uat.cwp.govt.nz
      • Admin: https://xxx-uat.cwp.govt.nz/admin
    • Instance and agency roles:
      • Agency Relationship Manager (Name)
      • Instance Manager (Name)
      • Deployment Manager (Name) - if nominated
      • CMS Administrator (Name)
      • Technical Staff (Name)

‘My Sites’ also provides a page containing a high-level resource usage report. This summarises the health of the Instance 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.

At the bottom of your report you’ll find a list of all the occurrences of site outages. This list shows the time that the event was first noticed by the automatic testing, the time it was detected to have ended, as well as a description of the type of outage.

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