Create Training Tickets
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.
From the Actions menu, select Clone.
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
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:
operations products (non EB, LLC products only) ->
equipment ->
documents ->
channel partner ->
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
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
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
Would you like to test the document changes on onboard first? | No |
Should this document replace your existing document in EverBright? | Yes, this will replace my existing document |
Should this document be sent out in all cases or does it have specific requirements to be sent out? | Yes, this document will be sent on all my new jobs |
Does this document have completely new formatting or have you made small updates? | This is a completely new format of my document |
Do you want to have manual contractor inputs in your document? | No, I'd like to have everything auto-generated and sent to the property owner first |
Upload your new document | |
I aknowledge that if I added a PDF or a converted .docx file it may take up to 10 business days to complete. | Yes |
Please upload a signed version of your document | |
Please upload a highlighted/commented version of your document | |
Do you have a payment schedule in your document? If so, please explain. | no |
Would you like us to auto-populate adders inside your document? | no |
Would you like us to auto-populate battery and energy efficiency information inside your document? | no |
Confused on how to make your request? Feel free to book a time with one of our experts to help walk you through our Document functionality and how it can best work for your company. | No thank you, I will continue with my request |
Incentive Form Options
Select
Add new incentive
Add Rebate
Copy/paste the URL: “www.StateRebate.com”
Operations Products Form Options
Select “Update a Few Tasks…”
Put some information into the Workflow grid
Select “No thank you…”
Channel Partner Form Options
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.