CS tickets

1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))

2. Fill the appropriate fields

Project -

Customer Success

Issue Type -

Doc - This should be selected for all document requests
Onboarding - This should be selected for all onboarding requests
Config Finance - This should be selected for all configured financing
Resolution - This should be used to file a ticket where an error is being resolved
Task - This is the default and should be selected when the request does not fit into the above

Summary -

When creating tickets in general, try to include a clear action/configuration that is needed in the summary. If a ticket created from an email request, please use the email subject as the ticket summary.

For example: with installer requests, this should be formatted as: Org_name - Configuration that should be complete. An example of this is Sighten Solar - Add Service Finance Products.

Component -

Enter the customer name. If not yet in the database, enter other and it will be added later.

Due Date -

The SLA from receiving a task to completion is 3 days/72 hours from ticket filing, not including weekends

Configuration due date: 24 hours from creation of the ticket, not including weekends
QA due date: 48 hours from the creation of the ticket, not including weekends

There are a few exceptions:

Basic onboardings due dates: 24 hours, not including weekends, from the ticket filing (configuration and QA due dates also 24 hour)
Top Tier customers get priority support and faster SLA times. All requests except documents, are due next business day. /wiki/spaces/CON/pages/688455681 is where you can see the prioritized customers.
If the ticket is concerning a configuration related error that is blocking jobs, the due dates are 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)

Description -

A detailed explanation of what is needed to be done in the context of the ticket.

Priority -

The level of priority for a specific task.

Assignee -

The member of the configuration team who will do the configuration and forward the ticket to further stages on the board.

QA Assignee -

A member of the configuration team who is responsible for QA'ing the configuration.

Epic Link -

The Epic Link determines the type of the ticket and there are multiple different epics important to configuration. Always place Epics on tickets, tickets without an epic tend to get lost. The Epics are:

Configuration Workflow/Milestone Requests Q2 2023
Configuration Installer Requests Q2 2023
Configuration Incentives Requests Q2 2023
Configuration Milestone Payment Requests Q2 2023
Configuration Equipment Requests Q2 2023
Configuration Product Rule Requests Q2 2023
Configuration Partner/product Onboarding Q2 2023
Configuration Document Requests Q2 2023
~~Installer Configurations - This includes contract changes, product changes, general updates to the existing user accounts~~
~~Installer Onboardings - The onboarding tickets~~
~~Public Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipment~~
~~Internal - Tickets for the internal purposes of Sighten~~
Benji/ Renovate
BrightOak Configurations
Dividend Configurations
Mosaic Configurations
Loanpal Configurations
Renew Financial Configurations
Sunlight Configurations
SolKraft/HeartBeat
Stable Solar Configurations
Swell Configurations
PACEFunding Configurations
Green Think Energy (GTE) Configurations

Linked Issues -

It is imperative for the CS ticket to be linked to its related SS ticket. You can mention the SS ticket in the comments to automatically link it, or you can add the link manually. This is used when there is a relationship between tickets. Either one is caused or blocked by the other one. The linked issues field sets the relationship and the Issue field sets the ticket to which the current ticket is related.