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Rafael Gonzalez

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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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Table of Content:

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Process

your email address

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

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

    • Epic numberCommentsinfo dashboard https://goeverbright.atlassian.net/jira/dashboards/12065 image-20241028-201716.pngImage Removed

    Step

    Action

    1

    Create an Installer case in Salesforce

    • Customer Request Type Primary Reason - Configuration

    • Customer Request Subtype Secondary Reason - Per SOP

    • Description

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

    		image-20241028-200328.png

    2

    Upload any documents to the Related tab on the case

    image-20241028-205538.png

    3

    Create a Case assignment for Configuration

    		image-20241028-200240.png

    4

    • Fill out the following information:

    image-20250207-203519.pngImage Added

    • ⚠️ REPORTER EMAIL ADDRESS⚠️:

      • your email address

    Note

    Please ensure that the Email Address autopopulated in the “Reporter Email Address” Field matches the Email Address Associated with your Confluence/Jira Account. (This will help prevent issues with Jira tickets not being created)

    Panel
    panelIconIdatlassian-
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    To confirm your Confluence/Jira Email address just go to Confluence and click on your profile icon located on the upper right corner (This will display the correct Email address for this field)

    image-20250207-191559.pngImage Added

    • ASSIGNEE:

      • Select the correct Assignee from the dropdown menu

    • QA ASSIGNEE:

      • Select the correct QA assignee from the dropdown menu

    • 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

    Always assign tickets based on workload per the SOP by referring to the

    following dashboard (Click Here)

    Once completed; Click on Save and jump to Step 5

    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

    		image-20241028-203104.pngimage-20241028-202503.png

    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.

    image-20241028-210754.png

    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.

    		image-20241028-202620.png

    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

    		image-20241028-203036.png

    9

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

    		image-20241028-203046.png

    image-20241028-211400.png

    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

    Numbers must be entered in the CA, not the name of the Epic.

    • CS Workflow/Milestone Requests CS-2890329844

      • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

    • CS Installer Configurations - CS-2890029841

      • This Epic is utilized for Installer Requests

    • CS Incentive Requests CS-2890129842

      • This epic is for tickets related to incentives

    • CS Milestone Payment Requests CS-2889829839

      • This epic is for tickets related to milestone payment configurations

    • CS Equipment Requests CS-2889729838

      • This epic is for any equipment configurations

    • CS Product Rule Requests CS-2890229843

      • This epic is for any tickets where a product rule is added or adjusted

    • CS Onboarding CS-2889929840

      • This epic is for onboarding (partner, installer, product, etc.) related requests

    • CS Document Requests CS-2890429845

      • This epic is for any tickets related to documents