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Background: A new enhancement has been created in Salesforce related to the “Product Development” Record type, this allow support agents to generate DEV tickets through Sales Force by creating Case Assignments, which will automatically generate an error ticket in the corresponding Jira project for engineering teams to address.

Table of Content:

Supportive Information

 New 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

 Synchronization 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 Sales Force

Jira

SalesForce

Status

➜

Status

Resolution

➜

Resolution

Comments

➜

Chatter Comments (In Case Assignment)

 Case 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

The following Fields will be visible once the record is created but NOT during the creation process:

  • Account Name (From the Main Case)

  • Corresponding Jira Ticket

  • Status

The following Fields have been removed from Configuration Case Assignments

  • Issue Type

  • Labels

  • Needs Configuration

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

Additional SalesForce Updates:

Case

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

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

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

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.

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

Process: Creating a Dev-Bug Ticket

Filing a bug ticket is an important part of making sure issues get resolved. When filing a bug, the clearer the information the easier it is for the development team to resolve the issue. This is why we must be file bug tickets with all required information and give as many details as possible.  Below details how to file a bug ticket.

Support’s back office team will review all issues prior to submitting bug tickets.

Before creating any Dev-Bug Ticket we will need to troubleshoot to make sure if Bug ticket is actually required or not

Step

Event

Action

1

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

  • Locate the Installer’s Account in Sales Force

image-20241119-182108.png

2

  • Verify if there is any existing Case related with this specific reported BUG

IF YES:

  • Go to Step 3

IF NOT:

  • Go to Step 4

3

  • From the existing case; Acces the Open Case Assignment Related with this Bug issue

image-20241120-145152.png

  • Locate the “List of Impacted Users” Field

    • Click on the Link

image-20241119-192342.png

  • 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

You must collect the following information :

  • Sales Rep/Installer Full Name

  • Email Address

  • Organization

  • Engine Link

  • Reported Date

  • Once you are done let the Customer know that there is a known issue reported and that you are adding their job in the case for review

    • Provide them with 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-20241119-201010.png

4

  • IF there is NO Case created yet

    • Agent will try to troubleshoot everything as possible prior elevating with Back Office

  • If the issue persists Go to Step 5

    • If NOT: Then Stop

5

  • Locate the Installer’s Account in Sales Force

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

  • Agent will add an internal comment into the Case Feed tagging a Bug Ticket Specialist (Nathan Dubbs)

  • Make sure to include in the comment all the steps you previously followed prior the case creation

Only If Bug Ticket Specialist is NOT available then please tag any of the following:

7

  • After Creating the case and adding the internal comment you must add a new Impacted Users spreadsheet in Sharepoint

8

  • Click on the “+New” Button

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

image-20241119-193038.png

9

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

    • Close the tab and go back to the previous tab

image-20241120-145859.png

10

  • You will notice the new SpreadSheet 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.png

11

  • 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 Specialist Has been added in the Case

  • 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

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)

Step

Action

1

  • Locate the Installer’s Account in Sales Force

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

image-20241119-204206.png

2

  • 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 (I.E: “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 the exact 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, (I.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:

    • Copy and pase here the following link: https://nee.sharepoint.com/sites/EverBrightCustomerSupport/BUG%20%20List%20of%20Impacted%20Users/Forms/AllItems.aspx?npsAction=createList

  • 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

Once the Dev Bug Case Assignment is created :

  • Slack the #Customer-Support channel with the “Corresponding Jira Ticket” Located in the Case Assignment created

image-20241120-143430.png

  • Include (@channel) in the message so a Product Manager can assess how to prioritize.

    • Please include a detailed description in the post as well.

  • If you created this bug ticket in response to a Support Inquiry, please follow up with the customer and let them know that a bug ticket has been filed and we will keep them up to date regarding the solution.

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