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Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.
NOTE: The lists of equipment are not necessarily in alphabetical order, so use CTRL-F “Find” to search for model numbers.
If you do not find the equipment in the database:
Change the Request Type to
Industry-Wide Data Change
Check to see that a Spec Sheet for the equipment is included in the form request
If no Spec Sheet, please reply to the customer asking for them to send one.
In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.
If you do find the equipment in the database:
Change the Request Type to
Company-Specific Data Change
Reply to the customer that they can save time by adding equipment already in the database directly following this SOP: How do I edit equipment settings?
Add the equipment to the customer’s inventory (see SOP above) (For a training ticket - log into EverBright Exclusive Organization on Mirror, and add the equipment there)
If their existing inventory is large, they might already have it and missed it due to alphabetical order.
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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.
For Channel partner requests, the QA assignee is Cherish Sharma
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For Training Only: This next step MUST be completed LAST. It automatically sets the CS ticket status to WON’T DO, and removes it from the regular CS ticket queue. |
4.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. (NOTE: For training ONLY, please refresh the STE ticket)
Set the Due Date 3 business days out, the Configuration Date 2 business days out, and the QA Due Date 3 business days out.
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6. Once the configuration work has been completed, the configuration assignee will close the CS ticket.
Reply to the customer in the SS ticket - responses differ for each type of document. Refer to individual SOP’s
(NOTE: For training ONLY, you may close the STE ticket immediately)