Background: A new enhancement has been created in Salesforce related to the “Product Development” record type. This will allow support agents to generate bug tickets through Salesforce by creating case assignments, which will automatically generate an APP ticket in the corresponding Jira project for engineering teams to address.

Table of Content:

Supportive Information

New Case Assignment Record Type: Product Development

The following Case Assignment fields are mapped from Salesforce to Jira

Salesforce		Jira
Reporter Email Address	➜	Reporter
Summary	➜	Summary
Description	➜	Description
Account Name	➜	Description
Logged in as	➜	Logged in as
Steps to reproduce	➜	Steps to reproduce
Actual Results	➜	Actual Results
Expected Results	➜	Expected Results
List of Impacted Users	➜	Customer Impact Details
Team	➜	Team
Point of Contact	➜	Assignee
Environment	➜	Environment
Sprint	➜	Sprint
Priority	➜	Priority
Comments	➜	Jira Comments

Synchronization of Changes between Salesforce and Jira

Any changes made in the following fields in the automatically generated Jira Ticket will be reflected in the Case Assignment in Salesforce

Jira		Salesforce
Status	➜	Status
Resolution	➜	Resolution
Comments	➜	Chatter Comments (In Case Assignment)

Process: Creating a Bug Ticket

Filing a bug ticket is an important part of making sure issues get resolved. When filing a bug, the clearer the information the easier it is for the development team to resolve the issue. This is why we must be file bug tickets with all required information and give as many details as possible. Below details how to file a bug ticket.

Support’s back office team will review all issues prior to submitting bug tickets.

Before creating any Bug ticket, troubleshoot to make sure if a Bug ticket is actually required or not.

Step	Action
1	Front-Line agent receives an interaction in which a bug issue has been detected within the platform
2	Verify if there is any open Related-BUG Ticket by checking the following Dashboard (Click Here)	IF YES: Go to Step 3 IF NOT: Go to Step 4
3	Access the “List of Impacted Users”	(CLICK HERE)
	Once you click the link, a New Browser Tab will open This will show you a Folder named as “BUG-List of Impacted Users”
	Locate the Related Spreadsheet file based on the reported issue Click on the existing file (Example: If the BUG is related with users not being able to upload utility bills you should see a file named as “Unable to upload utility bill” or similar)
	This will send you to an online Excel spreadsheet Fill out each field in the row with the corresponding Information so that the customer will be added in the list as an impacted user for that specific known & reported BUG	You must collect the following information: Sales Rep/Installer Full Name User’s Email Address Organization Engine Link Reported Date
	Finally: let the Customer know that there is a known issue reported and that you are adding their job in the case for review Then, Stop
4	IF there is NO reported BUG yet Agent will try to troubleshoot everything as possible prior elevating to the back office	If the issue persists, Go to Step 5 If NOT: Then Stop
5	Locate the Installer’s Account in Salesforce
6	From the upper right corner, click on “New Case”
	Add the following Fields: Contact Name: Customer’s Name Case Source: Phone, Email , or Chat Primary Reason: Development Secondary Reason: Bug Case Description: Detailed Explanation of the Issue and all the Steps you previously followed prior the case creation
	Then Click on “Save”
	Once the Case has been created go to the “Directory” Tab in DFO and search for “Nathan Dubbs”
	IF you see him Available (🟢) or Busy (🟡): Unassign the case from yourself and assign it to (Nathan Dubbs) Make sure to include in the comment all the steps you previously followed prior the case creation IF you see him Unavailable (🔴) or Logged Out (🔘): Search for either Eric Suarez or Carl Mampay (Unlicensed) Unassign the case from yourself and Assign it to one of them, As long as they are under Available (🟢) or Busy (🟡) Status
	Let the Customer know that an internal ticket has been created to resolve the issue Provide the related Case number in Sales Force As soon as the issue is resolved we will be contacting them back notifying about the resolution Then Stop
12	For Bug Ticket Specialist Only:
	Action
	Bug Ticket Specialist Agent will troubleshoot to resolve the issue	If the issue is resolved Notify the Sales Rep/Installer about the resolution and close the case Then Stop If the issue persists you will reach out to a Product Team member via Slack (Through the # Customer-Support Channel) providing a detailed content of steps followed during the troubleshooting Please make sure to tag into the post the correct Product Team member by using the following SOP as reference
13	Product Team will determine if the issue requires a Bug Ticket creation or not	IF Bug ticket is NOT required
		Notify the Sales Rep/Installer about the resolution and close the case
		IF Bug ticket IS required
		Follow (DEV) BUG Ticket Creation Process

(DEV) BUG Ticket Creation Process - (For Bug Ticket Specialist Handling)

Step	Action
1	Bug Ticket Specialist will add a New “Impacted User’s Spreadsheet” in Sharepoint	Click on the following Link (Click Here)
	Click on the “+New” Button Then click on the template named as “Bug Ticket - List of Impacted Users”
	This will open a new browser tab with an Excel Spreadsheet Close the tab and go back to the previous tab
	The new spreadsheet will be added as “Book.xlsx” Click on the 3 dots next to it and select “Rename” Name it as what the bug issue is (example: “Unable to generate a proposal”) or (“Error XXXX”)
2	Then, From the existing Case you are currently working on Create a “Case Assignment”
3	Select “Product Development” Then click on “Next”
4	Fill out the following information: Summary: Provide a very brief description of the bug (e.g: “Proposal not sharing to downstream org”) Description: Describe the bug in more detail. Include the following information What account is it happening on? One user or a single user? Describe the bug and include details of what troubleshooting steps have already been taken. What part of the job or workflow is affected? Job URL/site link Detail everything you attempted to de-bug. Logged in as: Your EB Email address Steps to Reproduce: Enter the exact steps to reproduce the bug. Sometimes it is not always clear, but give the steps taken that you did to get the bug. Actual Results: Describe the Bug, (e.g.: If sending a proposal fails, then enter “Proposal will not send”) Expected Results: Describe what should happen from the example above. (The expected result would be “Proposal email should send”) List of Impacted Users: Copy and paste here the following link: https://nee.sharepoint.com/sites/EverBrightCustomerSupport/BUG%20%20List%20of%20Impacted%20Users/Forms/AllItems.aspx?npsAction=createList Team: Select the appropriate team according to the following article (Click Here) Point of Contact: Based on the selected team, type under “Point Of Contact” the Exact name of the PM Lead listed on the following article (Click Here) Environment: Make sure to select the “Environment” where the bug is happening. It is defaulted to Prod (engine) but change it from the default IF it happened on Onboard, Staging, etc Click on Save
5	Slack the #Customer-Support channel including the “Corresponding Jira Ticket” located in the Case Assignment Created
6	Include (@Channel) in the message so a Product Manager (PM) can assess how to prioritize	Please Include a detailed description in the Slack Post as well
7	Once we get a resolution for this BUG from DEV:	DEV will close the Case Assignment providing a resolution the BUG ticket specialist will close the case Notify all customers affected through email by BCC’ing everyone on the“Impacted User List” related to this BUG Do not put any customer’s email address in the “TO” field. (All customers should be blind copied).
8	Once Everyone on the Excel Spread Sheet that you have created has been notified you must delete that file from the Sharepoint: Access the List (Click Here) Click on the 3 dots next to the Related Bug File Click on Delete Finally; Stop

How to Handle Bug Tickets