NOTE: this process if for processing tickets that come in a typform for product updates for specific installers
Important: Support can only process tickets originating from David Ellis' Onboarding team or from James Lee via email support ticket; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.
1. Product update form (ticket) will be sent directly to Support
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Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and , David Ellis, and Victoria Post - Victoria.Post@nexteraenergy.com - as a request participantparticipants.
Set Reporter toonboarding@goeverbright.com
Set Request Type to Company-specific Data Change
3. Send request for approval
Select ‘reply to customer’ and send the following note to Vicky
Hi Vicky - We are seeking your approval to change (org name’s) pricing as follows (add pricing details) Best - (your name)
Make sure status is in ‘waiting for customer’
Follow up with Vicky the next day if she hasn’t responded yet
If Vicky declines the request, close the ticket as a “won’t do”
If Vicky approves or modifies the request, proceed to step 4 below
4. If approved, create linked configuration ticket and modify as needed
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent, but since
installer not copied it won’t be sent to them
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Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Contractor name)
Change the Epic to EverBright Configurations
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
Add an internal comment to config with instructions if Vicky approved modified pricing rather than what was originally requested
4. Account is configured (by config team)
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