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The email will be sent from either Swell. Typically Seth, Anson or Tim Ramage will be the reporters
2.
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The CS tick should contain:
Assignee = CS Team Member
Epic = Swell Configurations
Type = Int Fin
Component = Swell Financing
Instructions on how to make a linked CS ticket from Support are here.
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Update the requester, add account manager to the request participants
Update the requester’s email and organization name in the SS ticket.
Add the organization’s Sighten account manager to the request participants
3. The CS ticket will be created automatically
Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=12042
Add component (company name)
An initial response will be automatically sent to the customer
4. 4. Account is configured (by config team)
Configure the product in the account according to the instructions here.
4. Support will respond account and let them know the products are live
Support team will receive notice ticket is in On Hold.
Let Swell know their changes are ready
5. Support will respond account and let them know the products are live
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Swell will test and let you know if any changes are required
If changes are required, place the CS ticket in To Do and communicate required changes that should be done on onboard
If there are no changes required, place CS ticket in To Do and communicate updates can be made on engine
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Once Swell approves, ticket will be moved into UAT
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5. Once CS ticket is completed, Jira automation will:
Send the customer an email providing info on how to use the product and how to set up training