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1. Click Create and the ticket will appear

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A detailed explanation of what is needed to be done in the context of the ticket. Details to include should be screenshot(s), job links, products affected, etc.

Priority -

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The level of priority for a specific task. 

  • Highest = Highest priority tickets that need to be completed within 24 hours.

  • High = High priority tickets that fall into the normal SLA 3 work days/72 business hours, excluding weekends.

  • Med = Is the default. Medium priority tickets that fall into the normal SLA 3 work days/72 business hours, excluding weekends.

  • Low = Internal ticket that does not directly affect a customer and fall into the normal SLA 3 work days/72 business hours, excluding weekends.

Labels -

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Include list of labels hereWhen applicable, include one of the following labels: deactivation, operation, incentives, equipment, Channel_partner, channel_partnwr, Onboarding, onboarding. These labels trigger automation to assign the appropriate epic to the ticket.

Assignee & QA Assignee -

Assignee: The member of the configuration team who will do the configuration and forward the ticket to further stages on the board.

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Assignee and QA Assignee cannot be the same person.

Refer to here for the Configuration Team schedule for the day. There are two instances of each team member, one for Assignee and one for QA. The term OOO = Out of Office. If this term is next to a name, do not assign a ticket to them.

Epic

The Epic Link determines the type of the ticket and there are multiple different epics important to configuration. Always place Epics on tickets, tickets without an epic tend to get lost. The Epics are:

  • CS Workflow/Milestone Requests

    • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

  • CS Installer Configurations

    • This Epic is utilized for Installer Requests

  • CS Incentive Requests

    • This epic is for tickets related to incentives

  • CS Milestone Payment Requests

    • This epic s for tickets related to milestone payment configurations

  • CS Equipment Requests

    • This epic is for any equipment configurations

  • CS Product Rule Requests

    • This epic is for any tickets where a product rule is added or adjusted

  • CS Onboarding

    • This epic is for onboarding related requests

  • CS Document Requests

    • This epic is for any tickets related to documents

  • Proposal Services

    • This epic is for tickets related to proposals

  • Installer Configurations - This includes contract changes, product changes, general updates to the existing user accounts

  • Installer Onboardings - The onboarding tickets

  • Public Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipment

  • Internal - Tickets for the internal purposes of Sighten

  • Benji/ Renovate

  • BrightOak Configurations

  • Dividend Configurations

  • Mosaic Configurations

  • Loanpal Configurations

  • Renew Financial Configurations

  • Sunlight Configurations

  • SolKraft/HeartBeat

  • Stable Solar Configurations

  • Swell Configurations

  • PACEFunding Configurations

  • Green Think Energy (GTE) Configurations

  • I think these above can be removed? Benji - GTE

Linked Issues -

It is imperative for the CS ticket to be linked to its related SS ticket. You can mention the SS ticket in the comments to automatically link it, or you can add the link manually. This is used when there is a relationship between tickets. Either one is caused or blocked by the other one. The linked issues field sets the relationship and the Issue field sets the ticket to which the current ticket is related.

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