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1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))

2. Check if a ticket has already been filed

You can control + F, or command + F on a Mac, to see if a customer currently has a ticket in configuration on the CS Dashboard or you can look at the new CS ticket slack channel

3. Fill the appropriate fields

Project -

Customer Success

Issue Type -

  • Doc - This should be selected for all document requests

  • Onboarding - This should be selected for all onboarding requests

  • Int Fin - This should be selected for all integrated financing requests

  • Config Finance - This should be selected for all configured financing

  • Task - This is the default and should be selected when the request does not fit into the above

Summary -

Title of the ticket. This should be formatted as: Reporter_name - Org_name - Configuration that should be complete.  An example of this is Chris -Sighten Solar - Add Service Finance Products.

Component -

Enter the customer name. If not yet in the database, enter other and it will be added later.

Due Date -

The SLA from receiving a task to completion is 3 days/72 hours from ticket filing, not including weekends

  • Configuration due date: 24 hours from creation of the ticket, not including weekends

  • QA due date: 48 hours from the creation of the ticket, not including weekends

There are a few exceptions:

  • Integrated financing due dates: 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)

  • Basic onboardings due dates: 24 hours, not including weekends, from the ticket filing (configuration and QA due dates also 24 hour)

  • Top Tier customers get priority support and faster SLA times. All requests except documents, are due next business day. Hereis where you can see the prioritized customers.

  • If the ticket is concerning a configuration related error that is blocking jobs, the due dates are 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)

Description -

A detailed explanation of what is needed to be done in the context of the ticket.

Priority -

The level of priority for a specific task. 

Assignee -

The member of the configuration team who will do the configuration and forward the ticket to further stages on the board.

QA Assignee -

A member of the configuration team who is responsible for QA'ing the configuration.

Epic Link -

The Epic Link determines the type of the ticket and there are multiple different epics important to configuration. Always place Epics on tickets, tickets without an epic tend to get lost. The Epics are:

  • Installer Configurations - This includes contract changes, product changes, general updates to the existing user accounts

  • Installer Onboardings - The onboarding tickets

  • Public Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipment

  • Internal - Tickets for the internal purposes of Sighten

  • Benji/ Renovate

  • BrightOak Configurations

  • Loanpal Configurations

  • Renew Financial Configurations

  • Sunlight Configurations

  • SolKraft/HeartBeat

  • Stable Solar Configurations

  • Swell Configurations

  • PACEFunding Configurations

  • Green Think Energy (GTE) Configurations

Linked Issues -

This is used when there is a relationship between tickets. Either one is caused or blocked by the other one. The linked issues field sets the relationship and the Issue field sets the ticket to which the current ticket is related.

4. Click Create and the ticket will appear on the board in the TO DO stage


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