Please follow this procedure to create the tickets used to train Support Agents for the various standard tickets. All of these tickets should be placed in the Support Training/Testing Environment Jira queue.
Non-Platform Tickets
Open a closed non-platform ticket from the Support Training/Testing Environment Jira queue, and click on the Actions menu.
From the Actions menu, select Clone.
Remove “Clone - “ from the summary, and click the Clone button.
Open the cloned ticket.
On the General Tab
Remove
Linked issues
Internal/external messages
On the Customer Info Tab
Remove
Request participants
Phone Number
Organizations
On the Resolution Tab
Remove
Resolution Type
Ticket Handling Score
On the Right-Hand Panel
Set
Assignee to Unassigned
Reporter to email address from General Tab
Request Type to Incoming Request
Remove
Labels
Support Channel
Refer the Trainee to the following SOPs
Account Update Form Tickets
The creation of these tickets all follow the same procedure with some variance, depending on the ticket type.
From the list (below), click the the form link:
financing form -> https://form.jotform.com/220683412008346
incentives -> https://form.jotform.com/220683974160358
operations products (non EB, LLC products only) -> https://form.jotform.com/220683256063353
equipment -> https://form.jotform.com/220682484562359
documents -> https://form.jotform.com/220682731028351
channel partner -> https://form.jotform.com/220683651272354
Complete the Form
Use your personal information to complete the form
Enter “SunnyDaeTraining@dubbs.me“ as your email address so email doesn’t end up someplace real.
Use “Sunny Dae Training” as the Company Name
The CS ticket will auto-close as Won’t Do when “Sunny Dae Training” is set as the Component in the CS ticket
Get any needed upload files from: Need a file location everyone can access
On the last page of the form, when asked if there is anything else to add, always enter, “none”.
Financing Form Options
Select
Non-integrated financing
Other Financier
Bake in Dealer Fees
Don’t select an incentive
Name of Financing Company
Sunny Dae Financing
Product / Type
Loan
Simple Loan
Term / Rate / Dealer Fees
Enter “See Rate Sheet”
No promotional period
Upload the “Sunny Dae Financing Rates and Guidelines.pdf” file
Use your email for the Account Manager email
Incentive Form Options
Select
Add new incentive
Add Rebate
Use the URL: “www.StateRebate.com”
Operations Products Form Options
Select “Update a Few Tasks…”
Put some information into the Workflow grid
Select “No thank you…”
Equipment Form Options
There are 2 possibilities for Equipment Forms
The equipment requested is new to our database
The equipment requested already exists in our database
For a new PV module ticket
Select “Module“
Upload “CS-HiKuBlack_CS9N-MS_v2.9C25_F23_J4_NA-1.pdf“
Enter “CS9N-600MS”
Select “No“
For an existing PV module ticket
Select “Module“
Upload “CS-HiKuBlack_CS3N-MS_v2.9C25_F23_J4_NA-1.pdf“
Enter “CS3N-390MS”
Select “No“
Document Form Options
Channel Partner Form Options
Move the Ticket From the SS project to the STE project
When the newly created Form ticket shows up in the SS queue, open it and click on the Actions Menu
Select Move
Select the STE project from the New Project dropdown, then click the Next button
Then click the Next button followed by the Confirm button.
The ticket has now moved to the Support Training/Testing Environment Jira queue, and may be assigned for training.