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Sarah Jane Salvatierra

Sarah Jane Salvatierra

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Step

Action

1

Create an Installer case in Salesforce

  • Primary Reason - Configuration

  • Secondary Reason - Per SOP

  • Description

    • Details of the request - these will populate in the description in the Jira ticket

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2

Upload any documents to the Related tab on the case

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3

Create a Case assignment for Configuration

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4

Fill out the following:

  • Reporter - your email address

  • Assignee - needs to be typed or copy/pasted in

  • QA Assignee - needs to be typed or copy/paste in

  • Epic number

    • Copy/Paste from the chart below

  • Comments

    • Will end up as an internal comment in the Jira ticket

Info

Assignee names must match what’s currently in Jira. Future enhancement will have a dropdown list for Assignee and QA Assignee

Info

Always assign tickets based on workload per the SOP by referring to the dashboard https://goeverbright.atlassian.net/jira/dashboards/12065

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5

The new case assignment contains the status as well as the Jira ticket link

Info

The ticket link can take up to a minute to populate on the CA

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6

The case assignment creates the CS ticket in Jira

Info

Any updates to the Jira ticket summary or description will not update the case, however, if the assignee or QA assignee is updated it will be updated in the case.

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7

Any comments made on the Jira ticket will populate in the chatter feed of the case

Info

Currently notes only feed into the case from Jira, not from SF to Jira. If the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF.

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8

The case status automatically updates when the Jira ticket is updated. Likewise, when the Jira ticket is updated to Done, the CA is automatically closed

If the case assignment does not automatically update and the corresponding config ticket is done, the agent can update the CA to closed

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9

Once the CA is closed, the agent can close the case

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