...
Configure the product in the account according to the instructions
When complete (but not pushed live) - the config team close the CS ticket and the SS ticket will be moved to “waiting on for support”
5. Support will initiate approval
...
to push products live
Support will send an internal comment to David Ellis asking if approved to push live (Note: automate this step once config ticket closes - TBD)
Slack David for an update within 24 hours if we don’t hear back from him
not received
6. Support will close the EB Onboarding ticket when:
A separate “approval” ticket comes in to Jira (i.e. David doesn’t reply within the ticket - rather sends a new email that opens a new Jira ticket), link the approval ticket to the onboarding ticket and close the approval ticket as a duplicate.
6. Once approval received, Support will link a new CS ticket
Assign the new linked CS ticket to someone working at that time (add link to schedule)
Ask them to turn the products live for that customer
7. Support will close the Onboarding SS ticket
Once the new linked CS ticket is complete (workflow will change to waiting for support), add an internal comment to David Ellis that it's complete and products are live.
Close the ticket.- it will have a subject line like: “Partner Name - EB onboarding approved” and is linked to this ticket
Link for approval ticket SOP:
Important Note: if any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding tickets