1. Click Create and the ticket will appear
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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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When applicable, include one of the following labels:
deactivation
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operation
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incentives
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equipment
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Channel_partner, channel_
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partner
Onboarding, onboarding
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These labels trigger automation to assign the appropriate epic Epic to the ticket.
Assignee & QA Assignee -
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Assignee: The member of the configuration team who will do the configuration and forward the ticket to further stages on the board.
QA Assignee: A member of the configuration team who is responsible for QA'ing the configuration.
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-
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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 (partner, installer, product, etc.) 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 accountsInstaller Onboardings - The onboarding ticketsPublic Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipmentInternal - Tickets for the internal purposes of Sighten
Linked Issues -
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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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