• Front-Line agent receives an interaction in which a bug issue has been detected within the platform

• 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

• Access the “List of Impacted Users”

• 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

• IF there is NO reported BUG yet

  • Agent will try to troubleshoot everything as possible prior elevating to the back office

• Locate the Installer’s Account in Salesforce

• 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

• 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

• 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

• 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”)

• Then, From the existing Case you are currently working on

  • Create a “Case Assignment”

• Select “Product Development”

  • Then click on “Next”

• 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

• 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

• Slack the #Customer-Support channel including the “Corresponding Jira Ticket” located in the Case Assignment Created

• Include (@Channel) in the message so a Product Manager (PM) can assess how to prioritize

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

• 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