Article 4: How to report a problem

Step 1: Within StoryLine, in the top right of the screen, locate and click the '?' to access the dropdown.

Step 2: Select the "File a Ticket" option.

Step 3: If you have not received an email invitation to set up a StoryLine JIRA account, sign up for an account to access the customer portal.

NOTE: If you already have a login for JIRA Service Desk, simply login using your credentials.

NOTE: The password associated with your JIRA account is set when you create the account. This password does not update with your AD/System credentials, and will only changed if you manually update it. Keep your password selection for your records.

Step 4: Request Submission landing page.

  • Select the appropriate request type.
    • Please use the Emergency option in the event that this is a significant outage that requires emergency-level attention.  If it is after-hours, this will send a page to our Product Support Specialist, who is on-call.  
  • Once you select between Support Request, Service Request, or Emergency, you will see additional selections to categorize your request.  
    • Use the "Contact us about" dropdown at the top of the page if you wish to switch to another request type.  
    • If the incorrect type is request selected, that is not a problem, the Product Support team can recategorize it on the generated support ticket.  
  • Complete the fields that appear, providing as much detail as possible. However, only the fields marked with a red * asterisk are required.
  • Click Send after filling out the fields.  
    • Within a couple of minutes, you should receive an email indicating that the ticket was created.  
    • The email will include a link to view the ticket details on the Support Portal.  
    • Additional communication from Support will come through in email, and in the portal.  

What qualifies as an emergency? 

Emergency issues are any critical issues that impact multiple users and result in financial loss or legal risks, or prevent essential operations like publishing breaking news or streaming live broadcasts.  

Examples of Emergency Issues:

StoryLine:

  • Cannot publish or save story changes
  • Inability to log into StoryLine
  • Push notifications not publishing
  • Media content won’t upload

News Websites or Mobile Apps:

  • Website won’t load
  • Ads not displaying (monetization impact)
  • News alert banner not showing
  • Livestream on the Watch page is down
  • High-traffic pages (e.g., Local, Weather) won’t load
  • Website navigation is not functioning

Note: Please verify the issue is affecting multiple users before escalating.  If, for example, one user cannot publish a story, but another user at your station can, Support will treat that as a high-priority issue, but it should not be flagged as an emergency. 

Examples of Non-Emergency Issues

These types of urgent issues will be addressed promptly during the next business day:

StoryLine:

  • AI Headline generator not working
  • Unable to stream to Facebook
  • A critical feature is malfunctioning but has a workaround or is intermittent 

News Websites or Mobile Apps:

  • VOD selections not playing, but livestream works
  • A specific story won’t load
  • Weathercam display issues
  • Sluggish site performance