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Changes made by	Deanna Collia	Rafael Gonzalez
Saved on	Nov 21, 2024	Nov 25, 2024

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Background: A new enhancement has been created in Salesforce related to the “Product Development” record type. This will allow support agents to generate bug tickets through Salesforce by creating case assignments, which will automatically generate an APP ticket in the corresponding Jira project for engineering teams to address.

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title	New Case Assignment Record Type: Product Development

New Case Assignment Record Type: Product Development

The following Case Assignment fields are mapped from Salesforce to Jira

Salesforce		Jira
Reporter Email Address	➜	Reporter
Summary	➜	Summary
Description	➜	Description
Account Name	➜	Description
Logged in as	➜	Logged in as
Steps to reproduce	➜	Steps to reproduce
Actual Results	➜	Actual Results
Expected Results	➜	Expected Results
List of Impacted Users	➜	Customer Impact Details
Team	➜	Team
Point of Contact	➜	Assignee
Environment	➜	Environment
Sprint	➜	Sprint
Priority	➜	Priority
Comments	➜	Jira Comments

Case Assignment Fields Updates:

When a customer support agent creates a “Product Development” or “Configuration” Case Assignment, the Reporter Email Address field will auto fill with the Logged-in User’s Email.

(This Field can be edited as needed)

The following Fields will be visible once the record is created but NOT during the creation process:

The following Fields have been removed from Configuration Case Assignments

Attachments added to the Jira Tickets for Configuration cases created in SalesForce will be synchronized with the case assignment in the Attachments Section

Additionally: The contract now has 2 visible banners:

Case Open Banner: Appearss only if there is an open support case associated with that homeowner account. It dissapears when all cases are closed
Legal Representation Banner: Appears if there is a legal representation contact associated with the contract

A New O&M Dashboard has been created to track the volume of Case Assignments made to the O&M Team and their completion Rate

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title	Synchronization of Changes between Salesforce and Jira

Synchronization of Changes between Salesforce and Jira

Any changes made in the following fields in the automatically generated Jira Ticket will be reflected in the Case Assignment in Salesforce

Jira		Salesforce
Status	➜	Status
Resolution	➜	Resolution
Comments	➜	Chatter Comments (In Case Assignment)

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title	Case Assignment Fields Updates

For Configuration Case Assignment

Account Name (From the Main Case)

Corresponding Jira Ticket

Status

Issue Type

Labels

Needs Configuration

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title	Additional SalesForce Updates

Additional Salesforce Updates:

Case

“The Homeowner Contract” field is now Read-Only in Customer support cases.

Info
To Correct cases with an incorrect contract, a New Case closure called “Case Voided” has been introduced. Agents can close the Incorrect Case using this reason and then create a New Case with the correct contract

Opportunity

The “Application Sent Date” for opportunities in the “Application Sent” Stage will now autofill with the date the application was sent to the Installer

Info
This date will trigger new automation to close opportunities if the application is not completed within 90 days

Account

Homeowner accounts are no longer directly relatedto primary Installer Account

Info
Now Homeowners and Installers are connected through Contract Records

Contract Page Update

The “Property/Premises” Related list has been removed from the Contract Page layout.

Info

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Process: Creating a Bug Ticket

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Tip
Before creating any Bug ticket, troubleshoot to make sure if a Bug ticket is actually required or not.

Locate the Installer’s Account in Sales Force

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Provide them with the related Case number in Salesforce
As soon as the issue is resolved, we will be contacting them back notifying about the resolution

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Click on the following Link

(Click Here

After Creating the case and adding the internal comment you must add a new Impacted Users spreadsheet in SharePoint

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Bug Specialist has been added in the Case

StepEvent

Action

Front-Line agent receives an interaction in which a bug issue has been detected within the platform

Verify if there is any existing Case related with this specific recent reported BUG

IF YES:

Go to Step 3

IF NOT:

Go to Step 4

From the existing case: access the Open Case Assignment Related with this Bug issue

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Locate Access the “List of Impacted Users” Field
- Click on the Link

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(CLICK HERE)

Once you click the link, a New Browser Tab will open
- This will show you a Folder named as “BUG-List of Impacted Users”

Locate the Related Spreadsheet file based on the reported issue
- Click on the existing file

(Example: If the BUG is related with users not being able to upload utility bills you should see a file named as “Unable to upload utility bill” or similar)

This will send you to an online Excel spreadsheet
- Fill out each field in the row with the corresponding Information so that the customer will be added in the list as an impacted user for that specific known & reported BUG

Info

You must collect the following information:

Sales Rep/Installer Full Name
User’s Email Address
Organization
Engine Link
Reported Date

Once you are done

Finally: let the Customer know that there is a known issue reported and that you are adding their job in the case for review

Then, Stop

IF there is NO Case created reported BUG yet
- Agent will try to troubleshoot everything as possible prior elevating to the back office

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If the issue persists, Go to Step 5
- If NOT: Then Stop

Locate the Installer’s Account in Salesforce

From the upper right corner, click on “New Case”

Add the following Fields:

Contact Name:
- Customer’s Name
Case Source:
- Phone, Email , or Chat
Primary Reason:
- Development
Secondary Reason:
- Bug
Case Description:
- Detailed Explanation of the Issue and all the Steps you previously followed prior the case creation

Then Click on “Save”

Once the Case has been created

Agent will add an internal comment into the case feed tagging a Bug Ticket Specialist (Nathan Dubbs)
Make sure to include in the comment all the steps you previously followed prior the case creation

Info

Only If a Bug Ticket Specialist is NOT available then please tag any of the following:

)

Click on the “+New” Button
Then click on the template named as “Bug Ticket - List of Impacted Users”

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This will open a new browser tab with an Excel Spreadsheet
- Close the tab and go back to the previous tab

The new spreadsheet will be added as “Book.xlsx”
Click on the 3 dots next to it and select “Rename”
Name it as what the bug issue is (example: “Unable to generate a proposal”) or (“Error XXXX”)

Let the Customer know that an internal ticket has been created to resolve the issue
- Provide the related Case number in Sales Force
- As soon as the issue is resolved we will be contacting them back notifying about the resolution

Then Stop

For Bug Ticket Specialist Only:

Event

Action

Bug Ticket Specialist Agent will troubleshoot to resolve the issue

If the issue is resolved Notify the Sales Rep/Installer about the resolution and close the case
- Then Stop

If the issue persists you will reach out to a Product Team member via Slack (Through the # Customer-Support Channel) providing a detailed content of steps followed during the troubleshooting

Info
Please make sure to tag into the post the correct Product Team member by using the following SOP as reference

Product Team will determine if the issue requires a Bug Ticket creation or not

IF Bug ticket is NOT required

Notify the Sales Rep/Installer about the resolution and close the case

IF Bug ticket IS required

Follow (DEV) BUG Ticket Creation Process

(DEV) BUG Ticket Creation Process - (For Bug Ticket Specialist Handling)

Step	Action
1	Locate the Installer’s Account in Sales Force Click on the Open Case related with this reported bug issue	Image Removed 2 Bug Ticket Specialist will add a New “Impacted User’s Spreadsheet” in Sharepoint	Click on the following Link (Click Here)
	Click on the “+New” Button Then click on the template named as “Bug Ticket - List of Impacted Users”	Image Added
	This will open a new browser tab with an Excel Spreadsheet Close the tab and go back to the previous tab	Image Added
	The new spreadsheet will be added as “Book.xlsx” Click on the 3 dots next to it and select “Rename” Name it as what the bug issue is (example: “Unable to generate a proposal”) or (“Error XXXX”)	Image Added
2	Then, From the existing Case you are currenly working on Create a “Case Assignment” from the Existing Case
3	Select “Product Development” Then click on “Next”
4	Fill out the following information: Summary: Provide a very brief description of the bug (I.E: “Proposal not sharing to downstream org”) Description: Describe the bug in more detail. Include the following information What account is it happening on? One user or a single user? Describe the bug and include details of what troubleshooting steps have already been taken. What part of the job or workflow is affected? Job URL/site link Detail everything you attempted to de-bug. Logged in as: Your EB Email address Steps to Reproduce: Enter theexact steps to reproduce the bug. Sometimes it is not always clear, but give the steps taken that you did to get the bug. Actual Results: *Describe the Bug, (I.E: If sending a proposal fails, then enter “Proposal will not send”)* Expected Results: *Describe what should happen from the example above. (The expected result would be “Proposal email should send”)* List of Impacted Users: Copy and paste here the following link: https://nee.sharepoint.com/sites/EverBrightCustomerSupport/BUG%20%20List%20of%20Impacted%20Users/Forms/AllItems.aspx?npsAction=createList Team: Select the appropriate team according to the following article (Click Here) Point of Contact: Based on the selected team, type under “Point Of Contact” the Exact name of the PM Lead listed on the following article (Click Here) Environment: Make sure to select the “Environment” where the bug is happening. It is defaulted to Prod (engine) but change it from the default IF it happened on Onboard, Staging, etc Click on Save