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How to create an end-to-end service desk job

How to create an end-to-end service desk job

Owned by annelouise
Last updated: Jul 18, 2022 by Rick Dubbs
5 min read

Note: Make sure you read the order notes to ensure you do only what’s asked.  For example, many jobs will request ONLY the project design and therefore, there is no need to go into any other phase.

Below are end-to-end instructions for all phases.

Usage Phase: Update Usage (if provided by the installer)

  1. Check to make sure the Utility, Rate Schedule, and Post-Project Rate Schedule are correct

  2.  Update usage

    1. 1-12 months of kWh usage (monthly or total)

    2. 1-12 months of utility bill dollar amounts (monthly or total)

    3. Note: if provided only 1 month of kWh usage be sure you add the correct value in the correct month

  3. BE SURE TO CLICK “Apply Changes”

Project Phase: Design* the Solar System Project

  • Goal:  Eliminate as much utility power as possible and replace it with solar power, based on how much viable roof space there is compared to how much power the home is using.

  • * NOTE - You are also welcome to use the Auto Design feature. You may need to modify the project that Auto Design produces to provide an optimum design. The Auto Design procedure is found here (link to come).

  • Reference our installer knowledge base articles about the project phase if you need help creating the design, but below are some guidelines to follow.

  1. Imagery

    1. Select best option available - Google sunroof or EagleView are typically better options than the default (use the drop down to select the alternatives)

    2. Often if it’s a new construction project, default imagery won’t be available. Check Google street view or Bing maps for alternative images – or the installer might have included an image as an attachment to the ticket.

  2. Choosing the best roof plane: 

    1. Unless the installer specifies otherwise in the ticket, here are some best practices.

    2. Avoid single panels - but always refer to guidance provided by installers.

      1. This is found under “Min module count” in the request details.

    3. Always begin by choosing the best roof plane to design on. 

      1. Start with the most south facing roof plane. 

      2. If this doesn’t offset enough power move to the west facing roof plane. 

      3. If this doesn’t produce enough power design on the east facing roof plane. 

    4. Shading should also be taken into account if applicable 

      • example: if there is a tree directly W of the home, and there is an available E face, the E face is likely a better roof face for solar.

    5. Size of roof face is also another consideration. 

      • If you can only fit a small array on a S face, but can fit a larger array on a W of E face that would offset 100% of their usage, then it makes sense to design 1 array vs 2.

  3. Flat roof designs

    1.  Refer to guidelines from the installer / ticket or send an internal note if looking for guidance

  4. Azimuth

    1. Refers to the direction the roof faces (North, South, East, West) in degrees. Important because it determines how much the system will produce

    2. The roof edge from which you find azimuth is always the edge closest to the ground

      1. Refer to guidance from installer for preferred Azimuth ranges

        1. This is found under “min Azimuth” and “max Azimuth” in the request details or could be specified in the “Notes for Designer”

    3. When the image of the home appears in the Project Phase it is already in position so that up (top of the property image) is north and so forth. 

      • North = 0° or 360°

      • East = 90°

      • South = 180°

      • West = 270°

  5. Equipment - use what is in the organization’s default: 

    • Use what’s in the installer’s default, unless they specify otherwise on the ticket

  6. Setbacks

    • Use what’s in the installer’s defaults, unless specified in the ticket

  7. Shading

    • Use project sunroof data if available

    • If project sunroof is not available, use the “Shading Fallback” value found in the request.

      • If you feel this value may be incorrect, please add notes in the request.

        • ex: I used the shading fallback value of 95%, but there are several trees surrounding the home and this value may be inaccurate.

    • Try to design a system even if shading looks bad, just make sure to add notes regarding solar access values used.

  8. Pre-Existing Solar Thermal

    1. You will encounter some homes with existing solar. Solar Thermal and is used for water heating and not for electricity. Solar thermal can be identified as they are longer black "mats" on the roof, and there is usually a noticeable gap between each one.

    2. If a home has solar thermal, we should still design a PV system - design around the solar thermal system. If there are no usable faces for PV due to the solar thermal, please put an internal note on the Jira ticket so David can reach out to the installer for more guidance

  9. System Offset

    1. The overall production of the system should fit within the project offset parameters in the request (min project offset and max project offset)

    2. Do not exceed the “max project offset” unless specified in the notes.

    3. If you cannot design a system that exceeds the “min project offset”, design the largest system you can and add notes around why the system size is limited. ex: limited roof place, heavy shade, etc.

Quote Phase: Quote the EverBright financial products

  • Quote the EverBright product(s) as specified in the ticket, or available for the job.  Provide up to three quotes if applicable

Proposal Phase: Select proposal template

  • Use default EverBright proposal, unless specified in the ticket – preview it and ensure it looks good.

Check your job by verifying against the checklist provided in Design Desk job template

  • Add checkmarks once you’d verified each item.

Navigate back to Jira and update the ticket

  1. Add an “internal comment” with relevant info

  2. If your design is complete according to the specifications ordered by the customer, then change the workflow to “Design Complete - Design QA” status

    1. The QA team (David Ellis) will review, and either approve the job and communicate with the customer or send the job back to you for revisions – noted in the workflow status

Note: Only the QA team or your management will communicate directly with customers – your role is to provide accurate and timely designs – and keep your Jira tickets updated.

3. Continue checking the ticket until it’s marked complete.

Reference Materials if you need help:

  1. Refer to installer knowledge base, which has details about every phase in the platform, here:  https://sighten.atlassian.net/wiki/spaces/SS

  2. Refer to the EverBright training material

    1. When logged into the organization – access “EverBright Training” and refer to materials like the user guide or spec sheets for guidance.