Creating & Working Through Case-Related Tickets
Troubleshooting Steps required before creating a Case-Related Ticket
- Obtained the Record URL in question (if applicable)
- Have confirmed the issue and are able to explain what's happening
- Gathered all relevant screenshots including error message, in-page behavior, etc.
- Have determined whether there's a viable workaround
1. Once the troubleshooting requirements have been obtained, from the Case Detail Page select "Submit Ticket"
2. From the Create New Ticket Popup, fill out all required fields. Once complete, hit "Next" and attach any files that may be necessary
You do no need to re-attach files from the case here. Those files are accessible to the System Administrator from the Case Detail Page.
Fields with a Question Mark icon next to them have tool tips which explain more information about that field.
3. From here, add any other related users and upload any additional files
4. Once submitted, the System Administrator will review and update the Ticket with any findings
5. When resolved, the System Administrator will request an Approval for the Ticket so it can be marked "Released" and closed.
Before Approving the Ticket, be sure to have completed the following items
- Reviewed & Understand the solution provided
- Reviewed & Understand any changes made, their implications on sales process if any
- Can communicate any solutions or changes made to the Sales Rep.
6. After the Ticket Has Been Closed
Once resolution has been reached, update the Case with any findings from the Ticket so the Sales Rep has a clear understanding of the resolution to their case.
If there are any additional items raised by the Sales Rep, closed Tickets can still have comments added to them 7 days after the Ticket has been closed.
Schedule a meeting with the Sales Rep to walk them through the steps if necessary. The Ticket does not need to remain open when a Resolution has been found.
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