Page Comparison

• Customer Request TypePrimary Reason

  • Select Configuration

• Customer Request SubTypeSecondary Reason:

  • Choose Per SOP

• Description

  • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

Use the “Related” tab on the case to upload documents associated with the request

• Fill in the following details:

  • Reporter:

    • Copy the requester's email from the form and paste it into the Reporter field

• Assignee and QA Assignee:

  • Assign to 2 members to handle the configuration and another for QA

    • Use the CS Ticket Workload Dashboard to balance workload

• Epic Number:

  • Refer to the chart below

• Comments:

  • Include any Internal notes, which will appear as comment in the Jira Ticket

If these fields are blank, log into the platform as the organization and check their configuration settings

If Approved:

• Proceed with the request

If Denied:

• Tag the Account Manager (AM) in an internal comment and follow the Escalations SOP

If not; update it accordingly

If no outstanding issues, send an outbound email from CXone to the customer. Responses differ for each type of document:

• “Hello [customer],

Your request for [add request here] has been completed. Should you need further assistance, please let us know and we’ll be happy to help.

Regards”