Difference between revisions of ":Process/Reporting April"

(Week 4: April 28 to May 4)
(Salesforce Backend Changelog)
Line 62: Line 62:
 
===Salesforce Backend Changelog===
 
===Salesforce Backend Changelog===
 
* Email to Case - Lorex-Secure Support, change the default '''Case Origin''' to '''Email'''.
 
* Email to Case - Lorex-Secure Support, change the default '''Case Origin''' to '''Email'''.
 +
====Shit HQ Magically Fucked Up This Week====
 +
*Escalated cases now de-escalate when status is changed to, "Resolved"
 +
*Some DNA Products do not add to case properly making it impossible to escalate some cases.

Revision as of 15:19, 29 April 2019

Link to Master Reporting

Click here to access Master Reporting

Week 1: March 31 to April 6

Salesforce Backend Changelog

  • add Lorex LTS name to Assisted By picklist.
  • add Vitaliy and Kevin to Tier 2 and 3 queue.
  • Fixed Workflow, "DNA_RMA_Reason_Required"
  • Disabled workflow, "LX-Escalated Level 3"
  • Created validation rule, "LX_Assisted_By_to_Escalate" - Assisted By field is mandatory for escalating a case.
  • add Case Field for Attempts > 1, 2, 3 picklist - this must show on Case Activity History
  • "Contact Remarks" Case Field added to DNA, FLIR, Empower, and Lorex
  • 1 April 2019-Accounts Issue Round 1
  • 2 April 2019-Accounts Issue Round 2
  • "DNA-Activity History" Task workflow rule created
  • "Notes" Customer Activity Field created
  • Added several fields to Activity Tracker
  • Updated Case Validation Rule, "DNA_Product_Required_to_Escalate" to include FLIR Devices
  • Added, Flir Client 12, Surveillance Client Mac, Lorex Client 13, FLIR Secure to, "LX Apps" Case Field
  • LTS - Password Reset HTML –Email Template has been created
  • Maria Rey, Juan Hoyos, Jaime Hernandez added to Case Field, "Assisted By"

Pending:

  • see if possible to make alert for duplicate email when creating Salesforce Contact
  • see if possible to include Change Status to Case Activity History

Week 1: April 7 to 13

Salesforce Backend Changelog

  • ...

Week 3: April 14 to 20

Salesforce Backend Changelog

  • LX-uJet LiveChat Routing Workflow Rule Created
  • "LiveChat Case" Case Field Added
  • LX-uJet LiveChat Tag Case Workflow created and activated
  • LX-LX Record Type field update created and added to, "LX-uJet LiveChat Tag Case Workflow"
  • LX-Tier 2 Vitaliy Workflow Created
  • LX-Owner Vitaliy Field Update Created
  • LX-Tier 2 Kevin Workflow Created
  • LX-Owner Kevin Field Update Created
  • LX-Waiting on Support field update created
  • Lorex Tier 2 REAL-Case List View Created
  • LX-App Support Queue Field Update Created
  • LX-App Support Queue Routing Workflow Created
  • LX-Case Type=Customer Service Field Update Created
  • Requested we block mailer-daemon@googlemail.com
  • Case Field, "Followup Action" added
  • DNA-Followup Reminder Email to Agent Email template created
  • Created, "DNA-Followup Reminder" email alert
  • Created, "DNA-Reminder to Agent Followup" workflow rule
  • Created, "DNA-Notice to Supervisor" Email Template
  • Created, "DNA-Notice to Supervisor" Email Alert
  • Fixed Omni Channel

Week 4: April 21 to 27

Salesforce Backend Changelog

  • Email to Case - Lorex-Secure Support, change the default Case Origin to Email.

Shit HQ Magically Fucked Up This Week

  • Escalated cases now de-escalate when status is changed to, "Resolved"
  • Some DNA Products do not add to case properly making it impossible to escalate some cases.