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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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Table of Content:

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Supportive Information

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titleNew 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

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

Additional Salesforce Updates:

Case

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

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titleSynchronization 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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titleCase Assignment Fields Updates
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)

For Configuration Case Assignment

  • Account Name (From the Main Case)

  • Corresponding Jira Ticket

  • Status

  • Issue Type

  • Labels

  • Needs Configuration

Expand
titleAdditional SalesForce Updates
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

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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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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Locate 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

    • image-20241119-201010.pngImage RemovedAgent will add an internal comment into the case feed tagging a Bug Ticket Specialist After Creating 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

    Step

    Event

    Action

    1

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

    2

    • Verify if there is any existing Case related with this specific reported BUGopen Related-BUG Ticket by checking the following Dashboard (Click Here)

    IF YES:

    IF NOT:

    3

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

    NOTE: Once you access the Dashboard link, you must click on “View Report (Open Config and Bug Cases)” If the dashboard is not loading the information, it may need to be refreshed. In that case, just click on the 'Refresh' button located in the upper right corner and try again

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    3

    • Access the “List of Impacted Users” Field

      • Click on the Link

    image-20241119-192342.pngImage Removed

    (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”

    image-20241119-194207.png

    • 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)

    image-20241119-194425.png

    • 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

    image-20241119-193739.png

    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

    4

    • 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

    5

    • Locate the Installer’s Account in Salesforce

    		image-20241119-182108.png

    6

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

    		image-20241119-202537.png

    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

    image-20241120-154808.png

    • Then Click on “Save”

    		image-20241119-203253.png

    • Once the Case has been created

    • go to the “Directory” Tab in DFO and search for “Nathan Dubbs”

    image-20241227-143446.pngImage Added

    Info

    • IF you see him Available (🟢) or Busy (🟡):

      • Unassign the case from yourself and assign it to (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:

    7

      • Unassign the case

    8

    • Click on the “+New” Button

    • Then click on the template named as “Bug Ticket - List of Impacted Users”

    		image-20241119-193038.pngImage Removed

    9

    • This will open a new browser tab with an Excel Spreadsheet

      • Close the tab and go back to the previous tab

    10

    • 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”)

    11

      • from yourself and Assign it to one of them, As long as they are under Available (🟢) or Busy (🟡) Status

    • 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

    image-20241120-142951.png

    12

    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

    13

    • 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

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

    image-20241119-204206.pngImage Removed

    Step

    Action

    1

    • Locate the Installer’s Account in Sales Force

      • Click on the Open Case related with this reported bug issue

    2

    • Bug Ticket Specialist will add a New “Impacted User’s Spreadsheet” in Sharepoint

    Click on the following Link

    • Click on the “+New” Button

    • Then click on the template named as “Bug Ticket - List of Impacted Users”

    		image-20241119-193038.pngImage Added

    • This will open a new browser tab with an Excel Spreadsheet

      • Close the tab and go back to the previous tab

    image-20241120-145859.pngImage 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-20241120-140517.pngImage Added

    2

    • Then, From the existing Case you are currently working on

      • Create a “Case Assignment”

      from the Existing Case

    image-20241119-204813.png

    3

    • Select “Product Development”

      • Then click on “Next”

    image-20241119-204926.png

    4

    • Fill out the following information:

    image-20241119-205406.png

    • Summary:

      • Provide a very brief description of the bug (Ie.Eg: “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, (Ie.g.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:

    • 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

    ...

    5

    • Slack the #Customer-Support channel

    ...

    • including the “Corresponding Jira Ticket”

    ...

    • located in the Case Assignment Created

    		image-20241120-143430.pngImage Added
    Note

    UPDATE: We are currently experiencing an issue where JIRA Tickets are not being created

    ...

    automatically when a case is assigned.

    • As a workaround, Bug Ticket Specialists will need to create the Jira tickets manually for the Dev Team

      • We are actively working on fixing this and will keep you updated once it’s resolved.

    Thanks for your understanding!

    6

    • Include (

    ...

    • @Channel) in the message so a Product Manager (PM) can assess how to prioritize

    ...

    Please

    ...

    Include a detailed description in the

    ...

    Slack Post as well

    ...

    ...

    7

    • Once we get a resolution for this BUG from DEV:

    Info

    • DEV will close the Case Assignment providing a resolution

    • the BUG ticket specialist will close the case

    • Notify all customers affected through email by BCC’ing everyone on the“Impacted User List” related to this BUG

      • Do not put any customer’s email address in the “TO” field. (All customers should be blind copied).

    8

    • Once Everyone on the Excel Spread Sheet that you have created has been notified you must delete that file from the Sharepoint:

      • Access the List (Click Here)

      • Click on the 3 dots next to the Related Bug File

      • Click on Delete

    • Finally; Stop

    image-20241227-151131.pngImage Added