NOTE: this process if for processing tickets that come in a typform for product updates for specific installers. This is not the process to follow if a global pricing change happened and an installer needs help to revert pricing for a specific job. That process can be found here: How to handle contract signs/re-signs due to pricing update
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, David Ellis, and Victoria Post - Victoria.Post@nexteraenergy. DL-EverBright-Pricing_Analytics@nexteraenergy.com - as a request participants.
Set Reporter toonboarding@goeverbright.com
Set Request Type to Company-specific Data Change
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Select ‘reply to customer’ and send the following note to Vicky
Hi Vicky Finance - 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 finance the next day if she hasn’t they haven’t responded yet
If Vicky declines the request is declined, close the ticket as a “won’t do”
If Vicky approves or modifies the request is approved or modified, proceed to step 4 below
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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 Finance approved modified pricing rather than what was originally requested
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