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

• 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

• 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

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”

• 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

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

1

• Bug Ticket Specialist will add a New “Impacted User’s Spreadsheet” in Sharepoint

• 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

• REPORTER EMAIL ADDRESS:

  • Your EB Email address

• 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

Once completed; Click on Save and jump to Step 5

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

7

• Once we get a resolution for this BUG from DEV:

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