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

  1. Click the blue, Create button - Eric confirmed that is how they manually create tickets. I just noticed that this is #4 at the bottom of the page?

2. 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

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

  • Resolution - This should be used to file a ticket where a configuration error is being resolved

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

Summary -

When creating CS tickets in general, try to include a clear action/configuration that is needed in the summary. It is also important to include the Finance Product (EverOwn, EverFix Direct Pay, etc.) that is being configured or is causing an issue.

1. If a ticket is created from an email request (external or internal customers), please use the email subject as the ticket summary formatted as:

Org name - Email subject

EverBright - Email subject

2. If a ticket is not created from an email request:

Examples:

  • Installer requests, this should be formatted as: Org_name - Configuration that should be complete.  An example of this is “Sighten Solar - Add Service Finance Products”.

  • Customer is receiving an error code, this should be formatted as Org name - Error code

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: - I think we need to def look this over lol

Description -

A detailed explanation of what is needed to be done in the context of the ticket. Details to include should be screenshot(s), job links, products affected, etc.

Priority -

The level of priority for a specific task. 

Labels -

Assignee -

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

Refer to here for the Configuration Team schedule for the day. There are two instances of each team member, one for Assignee and one for QA. The term OOO = Out of Office. If this term is next to a name, do not assign a ticket to them.

QA Assignee -

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

Refer to here for the Configuration Team schedule for the day. There are two instances of each team member, one for Assignee and one for QA. The term OOO = Out of Office. If this term is next to a name, do not assign a ticket for QA to them.

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:

  • CS Workflow/Milestone Requests

    • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

  • CS Installer Configurations

    • This Epic is utilized for Installer Requests

  • CS Incentive Requests

  • CS Milestone Payment Requests

  • CS Equipment Requests

  • CS Product Rule Requests

  • CS Onboarding

  • CS Document Requests

  • Proposal Services

  • 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

  • Dividend Configurations

  • Mosaic Configurations

  • Loanpal Configurations

  • Renew Financial Configurations

  • Sunlight Configurations

  • SolKraft/HeartBeat

  • Stable Solar Configurations

  • Swell Configurations

  • PACEFunding Configurations

  • Green Think Energy (GTE) Configurations

  • I think these above can be removed? Benji - GTE

Linked Issues -

It is imperative for the CS ticket to be linked to its related SS ticket. You can mention the SS ticket in the comments to automatically link it, or you can add the link manually. 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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