--- title: Managing Code Requests description: A step-by-step guide to working SEM Tracking tickets in the Feed & Web Integration Requests pipeline — from intake through closure. --- [Skip to content](https://hubspot.logicalposition.com/migration/knowledge/managing-code-requests#main-content) English Show submenu for translations ![LPLogo\_White\_Horizontal.png\]](https://hubspot.logicalposition.com/hs-fs/hubfs/LPLogo_White_Horizontal.png?height=40&name=LPLogo_White_Horizontal.png) - [Default HubSpot Blog](http://blog.logicalposition.com/) Open main navigation Close main navigation - [Default HubSpot Blog](http://blog.logicalposition.com/) - English Show submenu for translations - Go to logicalposition.com Go to logicalposition.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://hubspot.logicalposition.com/migration/knowledge?hsLang=en) 2. [Support Teams](https://hubspot.logicalposition.com/migration/knowledge/support-teams?hsLang=en) 3. [Code Install](https://hubspot.logicalposition.com/migration/knowledge/support-teams?hsLang=en#code-install) # Managing Code Requests ## A step-by-step guide to working SEM Tracking tickets in the Feed & Web Integration Requests pipeline from submission through closure. ### Overview This article walks you through the full lifecycle of an SEM Tracking ticket in the **Feed & Web Integration Requests** pipeline from the moment it lands in your queue through to closure. Whether you're working a Code Install or a Troubleshooting request, the process is the same. --- ### What Happens When a Ticket Is Submitted When an Account Manager or Product Specialist submits a Code request, HubSpot automatically does the following — no action required from you yet: | Automation | Details | | --- | --- | | **Status set** | Defaults to *New Request* | | **Assignee populated** | Pulled from the SEM Tracking Specialist field on the Company record | | **Requested Date of Completion set** | Low: 7 business days Medium: 5 business days High: 2 business days Urgent: 24 business hours | | **Ticket Follow-Up Date set** | 2 days out (Low/Medium) · 1 day out (High/Urgent) | | **Auto-generated note** | Summarizes the request details | You'll see the ticket appear in your queue with all of this already in place. --- ### Step 1: Review the Ticket and Audit Intake Before any actual work begins, your first job is to understand what's being asked. **Where to find the information you need:** - **Left column** — The *Integrations Request Information* card shows request type, follow-up date, and requested completion date. - **Central column (Integrations Request tab)** — This is your primary working area. The *Integrations Ticket Tracker* card at the top is where you'll update ticket status. Below it, the *Code Install Scopes* and *Code Install Snippets* cards show the code-specific details pulled from the Company record. - **Right sidebar** — Confirms the associated Company and Service records. Every ticket should have at minimum one Company and one Service association. **What to do at this stage:** 1. Read the request details and the auto-generated note. 2. Review the *Code Install Scopes* and *Code Install Snippets* cards for context. 3. Confirm the Company and Service associations are correct. 4. **Verify Website Credentials.** 5. Move the ticket from *New Request* to **Audited** using the Integrations Ticket Tracker card. > **What Audited means:** The request has been reviewed and understood — but active work has *not* yet begun. --- ### Step 2: Start Active Work — Move to In-Progress When you begin actual implementation or troubleshooting, move the ticket from *Audited* to **In-Progress**. As you work, keep the **Ticket Follow-Up Date** current. Think of it as your "next check-in" date — push it forward as circumstances change so nothing gets dropped. --- ### Step 3: Document Your Work Correctly Throughout the life of the ticket, you'll document using **Notes** and **Tasks**. The distinction matters: - **Tasks = input.** They represent work that still needs to be done. - **Notes = output.** They document work that has already been completed. #### **Using Notes** Create a new note each time you complete a meaningful piece of work — implementation steps, findings, troubleshooting outcomes, status changes. Notes appear chronologically in the Activity tab and become the official history of the work performed. **Tagging:** Type `@` followed by a name to loop in teammates. Tagged users get a HubSpot notification. **Snippets:** HubSpot supports pre-built note templates called Snippets. Type `#` in the note body, then the shorthand code for the snippet you want (e.g., a Code completion note template). Shorthand codes will be shared by the team separately. - *#codedone - Code Install Completion Note template* #### **Using Tasks** Create a task whenever you need to define a discrete piece of future work. Give it a clear title, set a due date, and complete it by clicking the checkmark. Best practice: once you complete a task, create a corresponding note documenting the output. #### **Using Comments** Both notes and tasks have a comment section. Use it for the back-and-forth conversation around a specific item — for example, when an Account Manager responds to a question you tagged them on. All comments are logged and visible to everyone on the ticket. --- ### Step 4: If You Hit a Roadblock — Move to Blocked Move a ticket to **Blocked** as soon as you encounter anything that prevents work from moving forward such as missing credentials, dependency on another team, platform access issue, missing client info, etc. **What happens automatically when you move to Blocked:** - The Ticket Owner (submitter) receives an automated email letting them know the ticket is blocked. **Recommended blocking protocol:** 1. Move the ticket status to **Blocked**. 2. Create a note explaining *what* the issue is, *why* work is blocked, and *what* needs to happen to unblock it. 3. Tag the Account Manager or submitter in the note. 4. Use the comment section on the note or task for the back-and-forth needed to resolve it. 5. Optionally send a Teams message or email as backup for quicker visibility. **Once the blocker is resolved:** - Move the ticket back to **In-Progress** (or whichever status is appropriate next). --- ### Step 5: If Work Is Done but Confirmation Is Still Needed (Pending Review & Approval) Move to **Pending Review & Approval** when your implementation is complete but external confirmation is still required before the ticket can close. A common example: client confirmation that conversion tracking is firing correctly. - Use the Ticket Follow-Up Date field to track when you plan to check back. - Use the task comments to log context or tag teammates. Once the confirmation comes through, complete the Platform Approval task and proceed to close the ticket. --- ### Step 6: Close the Ticket Correctly Before moving a ticket to **Closed Request**, always create a final completion note that summarizes: - What work was done - Why it was done - Any follow-up items or important context for the next person Then move the ticket status to **Closed Request**. > **Important:** Once a ticket is moved to *Closed Request*, no further automations will fire and no additional work should be recorded on it. If more work is needed on the same account, submit a new ticket. --- ### Quick Reference: Status Flow | Status | When to Use It | | --- | --- | | **New Request** | Default starting status — no action taken yet | | **Audited** | Request has been reviewed and understood; work not yet begun | | **In-Progress** | Active implementation or troubleshooting is underway | | **Blocked** | Work cannot continue due to an outstanding issue | | **Pending Review & Approval** | Work complete; awaiting external confirmation | | **Closed Request** | All work done; ticket finalized (no more automations will fire) | --- ### Your Responsibilities as an SEM Tracking Specialist In short, your role is to: - Manage the ticket's status progression through the pipeline - Complete the initial verification of website credentials - Document work through notes and tasks (input vs. output) - Move tickets to *Blocked* quickly when work can't proceed, and notify submitters - Leave a final completion note before closing any ticket --- ### Tips & Best Practices - **Keep the Follow-Up Date current.** It's the simplest way to make sure no ticket gets dropped. - **Tasks = input. Notes = output.** Using both keeps the activity feed readable. - **Tag liberally.** Use `@` mentions to pull in anyone who needs visibility rather than relying on Teams or email alone. - **Always leave a completion note before closing.** It's the record that tells the next person what was done and why. - **Have questions?** Use the HubSpot Assistant (Integration Request bot) — it's been loaded with supporting documentation. 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