Background:
Configuration requests can now be submitted in Salesforce through a Jira integration. Agents will create a Configuration case and case assignment which will generate the Jira ticket. Any updates to the CS ticket will update the case assignment.
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Step | Action | |||||
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1 | Create an Installer case in Salesforce
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2 | Upload any documents to the Related tab on the case | |||||
3 | Create a Case assignment for Configuration | |||||
4 | Fill out the following:
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5 | The new case assignment contains the status as well as the Jira ticket link
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6 | The case assignment creates the CS ticket in Jira
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7 | Any comments made on the Jira ticket will populate in the chatter feed of the case
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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 | |||||
9 | Once the CA is closed, the agent can close the case | |||||
10 | Notify the customer/installer that the configuration request has been completed. | Please use the quick reply named as “Config Req Complete” |
Epic Numbers
Note |
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Numbers must be entered in the CA, not the name of the Epic. |
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