LIONBRIDGE POLARIS ELEARNING

Module 15: Work in Queues

MODULE PLAN

This module will take approximately 23 minutes and will discuss the following topics:
• Tracking work in Polaris
• Inbox process
• GTO Button
• Best practices related to accepting work and States
• Getting support for Lionbridge Polaris via HelpCenter

You can check the LMS Reference Materials section of this module to find detailed Lionbridge
Polaris Wiki articles on the topics mentioned above.

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TRACKING WORK IN POLARIS

The main tool for tracking and monitoring work in Polaris are Queries. While most often they
are based on the values of fields Team Accountable and Team Assigned to show Work Items
for a given team, they can be set to narrow down the displayed Requests even further to
show only those assigned to a particular group of users within a team. Users can do that by
introducing a new clause in a Query that uses “Assigned to” in the Field column, “In” in the
Operator column, and a list of users in the Value column separated by commas, e.g.,
“[email protected],[email protected]”.

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TRACKING WORK IN POLARIS

After introducing a new clause to the Query, be sure to save it.

Please also remember about the practice to always save the
Shared Queries in the folder for your Team Accountable so
that it’s easier to find them and so that they can be used in
Dashboards.

Please note that regular Agents most often don’t have the
access level needed to save Queries in a Shared Queries
folder. In such cases be sure to reach out to your Team Lead
for support, as they have the license required to do that.

More information about creating and managing Queries may

be found in module 10 of the eLearning – Queries Editor.
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TRACKING WORK IN POLARIS
Another way to quickly see the
Requests assigned to you or waiting
for assignment is to use sorting and
filtering of Query results.
You can sort Requests by clicking
the header of a column in the Query
results, which will order them in the
ascending or descending order.
Keep in mind that multiple columns
can be used for sorting at once. This
is particularly useful when sorting for
the Requests that should be picked
up first based on their Priority and
Due Date.

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TRACKING WORK IN POLARIS

To filter the results of a Query, you

need to click the funnel icon on
the right-hand side of the screen.
Then click on any of the dropdown
lists that appear after clicking the
icon to apply the filtering criteria,
e.g., choose Assigned to and
then @Me to see only Requests
assigned to you or choose States
and then Answered to see only
Requests on State Answered.

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TRACKING WORK IN POLARIS
More experienced teams may also request
a dedicated Iteration Path from the Support
Team to help track their Requests more closely.

An Iteration Path is a feature of the Azure

DevOps platform that enables more advanced
grouping of Work Items per Team. When
a unique Iteration Path is implemented, you can
see it in the Requests for that Team. From there,
you can use it to identify all Work Items
associated with that Team.

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TRACKING WORK IN POLARIS

Iteration Paths enable Teams to

use Boards, which is another
advanced feature of Azure DevOps.
It allows the Work Items from
a particular Iteration to be displayed
in a Board view with a column for
each State. It helps Teams monitor
the progress of Requests that they
are supporting.

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INBOX PROCESS
Inbox teams support accounts that do not have a specific functional team
assigned to them. For example, Warsaw Engineering, Warsaw Desktop
Publishing, and Warsaw Language Services each have an Inbox team that
completes Polaris Requests in various non-standard situations. Here are
a couple of scenarios where they take action:

• Supporting Requests from new clients.

• Supporting accounts that don't have a dedicated team assigned to them.

• Supporting accounts that don’t have a local functional team support.

• Redirecting Requests from clients that have a dedicated team but

were logged in Polaris incorrectly.

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INBOX PROCESS
The Inbox team will consult with the Requester upon
receipt of a request for work for new clients and
explain that the new client needs to go through the
Capacity Request and New Customer Set Up process
before being supported. The Inbox team should also
advise the Requester how to log the Capacity Request
and New Customer Set Up request with Maintenance
team. The instructions for this are included in the
message in OneForm that appears when _Client not
on the list or _New/not onboarded client values are
chosen in the Choose Client dropdown list.

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INBOX PROCESS

When the Inbox team receives a request for

ad-hoc support, they will provide that support
only after the Requester confirms they filled
in the Capacity Request and requested New
Customer Set Up from the Maintenance
Team (Request IDs will be required).

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INBOX PROCESS
In scenarios where no Team Accountable is dedicated to
supporting a client or where no local functional team is available
for support, the Inbox team must do the following depending on
the available capacity:

• Complete the Request. In this case both Team Accountable

and Team Assigned must be set to Inbox.

• Reassign to another team that has agreed to complete that

specific Request. In this case Team Assigned must be set to
the team that agreed to do the work and Team Accountable
must stay on Inbox team since the Inbox team remains
responsible for correct and on-time delivery to the Requester.

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INBOX PROCESS

In cases where a Request for a client that already has a dedicated team ends up with the Inbox team,
both Team Accountable and Team Assigned should be changed to the correct team.

That team should also be notified in the Discussion section that a Request had been logged
incorrectly and was redirected to them.

If such cases are reoccurring frequently, the coordinator of the Inbox team should contact the Polaris
Support team via the HelpCenter to ask for an investigation.

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GTO BUTTON
Requests ENG and Requests DTP contain a special button in the Agent
section labelled GTO.

This button provides a way for Agents to report certain problematic incidents
in production that are mostly related to blockers and slow downs. The button
will be visible to everyone in Polaris, but only Agents are able to use it to
create a separate type of Work Item called Incidents that are tracked by
a dedicated team outside Polaris.​ Unauthorized Users will receive
a notification on clicking the button that they are not authorized to use it.​

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GTO BUTTON

Clicking the GTO button will trigger an MS Teams

message to the person who clicked the button
asking for the Incident Title, Description, and
Incident Type. The team monitoring Incidents needs
this information to easily track all reported issues.​

After the information is provided, the automation will

create a new Incident in Global Technology
Operations Azure DevOps project that is linked to
the originating Request.​

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ACCEPT WORK REQUESTS ONLY IN POLARIS

Throughout the course we have mentioned several

practices to follow when working in Polaris. There are
a few more to be discussed that are related to you as
Agents.

To maintain all production activities and related data in

a centralized location, please follow the practice of
working only on Requests from Polaris. If a Requester
approaches you or your team with a Request outside
of Polaris, ask them to log a Request and start
progress on the task once you are able to assign
yourself to the Request.

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BEST PRACTICES FOR STATES

Be sure to set the State of the Request to Assigned as

soon as it has been decided who will be supporting it.
This practice helps to ensure that accurate data is
provided in the Work Item, which permits the account
team to see when and to whom a Work Item is assigned.

Another practice related to States is to always have only

one Work Item on the In progress State. Having more
than one Request on this State suggests that you are
working on both at the same time, which results in
inaccurate data that shows a distorted picture of the
capacity of your Agent team.

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 GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER
Support for Polaris is managed through the Lionbridge HelpCenter accessed by
1. Directly navigating to this link or
2. Clicking the Get support & provide feedback button on OneForm to access the Lionbridge
HelpCenter

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 GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

If you go directly to the Lionbridge HelpCenter you will need to:

1. Click on the Sign in button in the upper right corner of the
interface.
2. Click on I am an Employee/Contractor option to
be automatically logged via Single Sign-On into HelpCenter.
3. Click Submit a ticket in the top right corner of the interface.
4. Select All ticket types under Please make a selection.
5. Select Lionbridge Polaris Support under Please select
a subject area and then choose one of the topics that best
describes the kind of support you require.
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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

When you click the Get support & provide

feedback button on the OneForm, you will be
transferred to a HelpCenter Submit a request
form directly in ZenDesk.

In the Please make a selection dropdown, be

sure to select All ticket types.

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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

If you choose to complete However, you can skip

this form, you will not be the version of the form
Signed into HelpCenter that requests you to
and will need to provide provide your email by
your email address when clicking Sign in found on
submitting. the top right of the
interface. That will allow
you to follow the same
process as if you entered
HelpCenter directly.

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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER
The Submit a request form that appears allows you to send
any type of request or question to the HelpCenter team.

1. Provide and check the following information on the form:

• CC (optional) – Here you can add any emails that should be

included in the communication (your email is included by
default).

• Select Lionbridge Polaris Support under Please select a

subject area and then choose one of the topics that best
describes the kind of support you require.

• Subject – A brief description of the issue you are

experiencing which you can treat as the title .
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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER
2. Provide a detailed Description of the issue you are
facing or the question you want answered.

3. If you are addressing an issue you

encountered, please ensure you attach screenshots
in the Attachments field whenever possible. Although
optional, this will be of great help when analyzing your
request and devising a solution for it.

4. Click Submit and your Request will be forwarded to the

Polaris Support team.

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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

After submitting a question or providing feedback, you might want to

comment on and check the state of your tickets in HelpCenter. To do that:

1. Access Lionbridge HelpCenter by navigating to this link.

2. Click on I am an Employee/Contractor, and you will be automatically logged in via Single
Sign-On.
3. Click on the arrow next to your name on the right side of the screen and select My Activities.

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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER
4. This will move you to the My Requests view, where you will be able to see:
• Requests I'm CC'd on, where you can check and address tickets you are CC'ed on
• Your requests list with their Subject lines. Click on a specific Subject to check any updates or
provide additional comments.
• ID of your ticket in
HelpCenter.
• Ticket creation date.
• Last activity
(updates) registered
on the ticket.
• Ticket Status (Open,
Pending, On Hold,
Solved).

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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

In any submitted HelpCenter ticket you can find:

• That ticket’s data and status, located
• The description and subject of that particular ticket. on the right side of the interface.

• The ongoing discussion with responses from Polaris Support where you can also provide
additional comments.
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GETTING SUPPORT FOR LIONBRIDGE POLARIS VIA HELPCENTER

When the Polaris Support team determines that a question or concern in HelpCenter has been
resolved, the relevant ticket will be closed.

This will trigger automated communications sent via email to the creator of that ticket:

• A message with information about the closed ticket and a possibility to reject the resolution of that
ticket, which will reopen it.

• A message that may come to the ticket creator with a survey with a request to grade and comment
on the support they received.

Please watch for these notifications. Completed Surveys and the number of rejected resolutions will
help identify areas in which Polaris Support can improve user experience.

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