NOTE: this process if for processing tickets that come in a typform for product updates for specific installers. This is not the process to follow if a global pricing change happened and an installer needs help to revert pricing for a specific job. That process can be found here: How to handle contract signs/re-signs due to pricing update
Important: Support can only process tickets originating from David Ellis' Onboarding team or from James Lee via email support ticket; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.
1. Product update form (ticket) will be sent directly to Support
The ticket will always have the subject, “EverBright - Pricing Update”Update Pricing”
When the ticket comes in as a jotform, further approval is not needed
The ticket will include the information including:
Installer name
Installer contact email
Installer’s EverBright account manager
Exception Note - the request may come from James in an email - and not a form. Be sure all relevant information is collected from James so that you can process the ticket
...
Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager, David Ellis, DL-EverBright-PricingAnalytics@nexteraenergy.com , and DL-EverBrightEverbright-Pricing_Analytics@nexteraenergyCompliance@nexteraenergy.com - as a request participants.
Add the Account Manager as a watcher
Set Reporter toonboarding@goeverbright.com
Set Request Type to Company-specific Data Change
3.
...
Select ‘reply to customer’ and send the following note to Vicky
Hi Finance - We are seeking your approval to change (org name’s) pricing as follows (add pricing details) Best - (your name)
Make sure status is in ‘waiting for customer’
Follow up with finance the next day if they haven’t responded yet
If the request is declined, close the ticket as a “won’t do”
If the request is approved or modified, proceed to step 4 below
...
Create linked configuration ticket and modify as needed
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent, but since installer not copied it won’t be sent to them
Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Contractor name)
Change the Epic to EverBright Configurations
QA Assignee - Cherish Sharma
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
Add an internal comment to config with instructions if Finance approved modified pricing rather than what was originally requested
...
Configure the product in the account according to the instructionsA note will be automatically sent to those copied on the ticket when complete
5. Support will close the EB Product Update ticket
Reply to the customer and inform them that the request has been completed
No need to wait 24 hours - close as soon as config is complete
...