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.

Open

From the Actions menu, select Clone.

Open

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

• https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2445345115

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 -> Financing Products Form

• incentives -> Incentives Form

• operations products (non EB, LLC products only) -> https://form.jotform.com/220683256063353

• equipment -> Equipment Form

• documents ->1. Document Form

• channel partner -> Channel Partner Form

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 Financing Products Form

• 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

Equipment Form Options Equipment Form

• 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 1. Document Form

Incentive Form Options Incentives Form

• Select

  • Add new incentive

  • Add Rebate

    • Copy/paste the URL: “www.StateRebate.com”

Operations Products Form Options https://form.jotform.com/220683256063353

• Select “Update a Few Tasks…”

  • Put some information into the Workflow grid

• Select “No thank you…”

Channel Partner Form Options Channel Partner Form

• Account Name “Sunny Knight Guild“

• Use your address (or make one up)

• Upload “SunnyKnightLogo.png”

• Use your name/email for Org Admin

• Share Everything? Yes

• Use your contract? Yes

• Add another partner? No

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.