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Document Edits and Updates

1. Typeform notification (or email request) comes in.

2. Check if the request matches the requirements:

   1. Requirements
      

      1. Do they have a Premium or Pro subscription?  Only Premium and Pro accounts can customize their contract.  

      2. Are they adding multiple documents or one document?  Premium accounts are only allowed to have one document.

      3. Is this request coming from a Lifestyle or Sunlight exclusive installer?  You can tell this by this by using the query below.  If organization_type is "OTHER", "INSTEXCL" ,"CHMGREXCL" or  "CHPARTEXCL" the document request from someone in org listed under  "uo2.name"  in the query.  (I.e. Sunlight or Lifestyle.) We cannot process document updates from them.

      4. Did they specify the changes they wanted to be made either with a screenshot of the document, an annotated PDF or a new Word document?

   2. If the requirements have not been met:

      1. If the account cannot edit a doc or add an additional doc due to their subscription, let them know they can do if they are will to pay an additional fee per month and send them this article and a link to their account manager so they can process the extra fees.

      2. If the requester does not have the authority to request, use this template to let them know the financier or managing partner must make the request.

      3. If the document edits were not submitted in the correct format, let them know we need document edits in a certain way and send them this article.

3. After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket /wiki/spaces/SS/pages/111116328 and instructions on the assignee here.

Once Configuration is done there are two possible workflows:

1. The customer does not want to test the document on Onboard, so CS publishes it on Engine and the ticket is placed in UAT.

   1. We automatically communicate to the customer their request has been fulfilled.

   2. If you don't hear back from the customer within 24 hours, close the ticket.

2. If the customer would like to test the document on Onboard before it goes live on Engine, CS will process the configuration and then place the CS ticket in "On Hold" status when it is ready to be tested.

   1. Support sends the customer the email template Document ready to review on Onboard. 

      1. The customer should confirm within 3 days that the document is ready for production.
         

         1. If they confirm it is ready, convey the comment to CS. CS publishes it on Engine and the ticket is placed in UAT. (Follow the steps in part 1).

         2. If they respond that there's an error or they have additional edits, convey these comments to the CS team, place the ticket back in "ToDo" status, and if necessary, file to config issue. Repeat steps until the customer confirms the document looks good. 

      2. If they don't respond in 3 days, send them a nudge. After one more day, comment on the CS ticket that they should put the document onto Engine. CS publishes it on Engine and the ticket is placed in UAT. (Follow the steps in part 1).

Query

select ucu.email, uo.name, uo.organization_type, uo2.name
from user_customuser ucu
inner join user_organization uo on uo.id = ucu.owned_by_organization_id
inner join user_organization uo2 on uo2.id = uo.customer_partner_id
where ucu.email like '%{email of requester}%'
order by ucu.email

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