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Support routinely receives requests to update customers' account information.
Configured financing options.
Incentive options
Operations Products Options
Equipment Options
Document Options
Channel Partner Options
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If there is no information in this field, log in to the platform as the org and check their configuration settings to see if they already offer options from the lender, they are requesting updates to. If not, check with their account manager before proceeding.
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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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Check to see that the customer did include the document files.
If no files are attached, please reply to the customer asking them to forward the files.
In the SS ticket, under “Needs Configuration?”, select DOCS and then refresh the page.
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2. Next, make sure that the Parent (Epic Link has auto-populated to Installer Configurations. If not, go ahead and add that in.
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) Link is Configuration Document Requests. Additionally, make sure that the Issue Type is Docs.
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3. 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
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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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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)