Requests to enable EverBright’s integrated products will come directly to Support! Below are the steps.
1. Onboarding form (ticket) will be sent directly to Support
The ticket will always have the subject, “EverBright Partner Onboarding”
The ticket will include the information required to setup the partnership including:
Installer name
Installer contact email
2. Update the SS ticket
Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a Watcher.
Set Reporter 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 workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
4. Account is configured (by config team)
Configure the product in the account according to the instructions
When complete (but not pushed live) - the config team will place their ticket on hold - and the SS ticket will be moved to “waiting on support”
5. Support will initiate approval before pushing products live
Support will send an internal comment to David Ellis asking if approved to push live
Support will slack David for an update within 24 hours if we don’t hear back from him
Note: If a separate “approval” ticket comes in to Jira (i.e. David doesn’t reply within the ticket - rather sends a new email that opens a new Jira ticket), link the approval ticket to the onboarding ticket and close the approval ticket as a duplicate
Once approval is received to push the products live in the account, change the CS ticket status back to “to do” and ask Config to push the products live
6. Support will close the SS ticket
Once the 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 tickets