Please see SOP on the Initial EB Product Onboarding ticket here: Processing EverBright Partner Onboarding Requests
1. Onboarding Approval (ticket) will be sent directly to Support
The ticket will have the subject, “Partner Name - EB onboarding approved”
The ticket will include a note that the EB products are approved to push live in the partner’s account
It will be from David Ellis or the mailbox onboarding@goeverbright.com
2. Update the SS ticket
Link to the Partner’s SS EB Product Onboarding ticket - and then close the onboarding ticket
If there is no active EB product onboarding ticket, send David Ellis an internal comment / slack for direction; he will initiate that ticket.
Update the Approval ticket’s Organization field to the Installer name from the subject line
Make sure the account manager is copied as a request participant
Make sure the Reporter is set to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.
3. Update the CS ticket (created by the automation)
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
Add assignee names based on first available (config schedule - select an employee who is working at the time you’re creating the ticket so it’s expedited) ADD LINK
4. EB Products are turned on / activated (by config team)
Config will activate the product in the account according to the instructions
When pushed live - the config team close the CS ticket and the SS ticket will be moved to “waiting for support” (TO DO: automate this step to close the SS ticket too with a note that the products are launched)
5. Support will close the EB Approval ticket
Once the new linked CS ticket is complete (workflow will change to waiting for support), add an internal comment to David Ellis that it's complete and products are live.
Close the ticket.
Important Note: if any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding or approval tickets