...
Once in the CS ticket, we'll need to update a few fields.
6. Under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.7. Next, make sure that the Epic Link has auto-populated to Installer Configurations. If not, go ahead and add that in.
...
8. Lastly, we need to assign 7. Assign this config ticket to two members of the config team. One as the primary assignee and one to QA the request. Members of the config team should be assigned based on the CS Ticket Workload Dashboard https://sighten.atlassian.net/jira/dashboards/12065
...
Try not to assign users who already have a heavy workload. Their work hours(listed next to their name) should also be taken into consideration.
When selecting a QA assignee, make sure that QA is listed next to their name.
8. Lastly, under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.
No further action is required once the ticket has been assigned. If any additional information or documentation is required, one of the assignees will notify support.
Once the configuration work has been completed, the configuration assignee will close the CS ticket. At this point, an automated message will be sent out to the customer, notifying them that their request has been completed. If the customer hasn't responded within 6 hours of receiving the automated response, the support ticket can be closed.
...