Customer Import Questionnaire Form (Multi-Department)

Purpose of the form: This is to gather default data that will be used when a data point from their import document or previous system doesn't match an option in their V3 system. Ex: A Customer has an Origination called "Outside Reference" in their previous system and their V3 system doesn't have an Origination that has been entered that matches that exactly a default Origination will be used for that customer. (To note: It isn't case sensitive, but everything else must match exactly for the import to work properly.)

Important Note: DO NOT COMPLETE STEPS FOR OTHER DEPARTMENTS.

Table of Contents

The Process: Trainer
The Process: Support Agent

Keep in mind the detailed processes below are written for a "perfect" scenario. Please note that there may be some adjustments and/or missing steps depending on how the request comes in. Please try your best to keep the ticket following the process listed out below as this will be your best bet to successfully and quickly help the customer.

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The Process: Trainer

When a customer is in their training process and needs an import to Go-Live, the trainer should follow the following steps:

During the training where we discuss their customer import and go over the standards. (https://corebridge.atlassian.net/wiki/spaces/v3/pages/3258744833/Customer+List+Import+-+Standardizations) Explain what a default is and why it is important to have them. (So there aren't any errors or blank fields that come up during and after the import)
After understanding what a default is, navigate to the Data Management tab in the Settings Module. Here you will select the defaults.
Send them this form and notify your director that the form has been sent out to the customer.
1. Form Link: https://forms.corebridge.net/240105033050030
Work with customer until form is filled out. After they submit the form a ticket will be created in FreshDesk for Support to review.

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The Process: Support Agent

When the Customer Import Questionnaire ticket has been created, the support agent should follow the following steps:

Update the ticket subject to include the Import target date: Ex. Re: Customer Import Questionnaire DD/MM
Verify that the import file has been submitted.
If the import file is not included with the Customer Import Questionnaire ticket, check the other tickets for the company to ensure that the file has not been submitted separately.
If the file cannot be found, note the CSM on the ticket and request that the file be submitted.
***NOTE: We can not create the JIRA task without the file.
Send the "V3 Import Request Response" canned response to the customer.

Verify that each required Default listed is selected in their system under Settings / Data Management / Import Options.

If any of the required Defaults are not set note the CSM on the ticket and request that they be properly set.

Note: An example of a Customer Import Questionnaire that has been completed correctly can be found below:

Create JIRA Task for Data
Once the Import details has been confirmed, Support will create a task in JIRA for DevOps to complete using the below process:
1. Click on the Atlassian Jira Plus Button
2. Create a New Issue
3. Fill in the information as follows
  1. Projects: Endor (v3)
  2. Issue Type: Data
  3. Summary: Data Imports | System URL (Everything before .app) | Where the import is coming from
    Example: Data Imports | Purge Data - indymaster-us3 - Customer import CSV/V2/Cyrious... to V3
  4. Reporter: supportdesk@corebridge.net
  5. Assignee: tblount@corebridge.net
  6. Description - Insert the below information and adjust where needed and save/create task.
    
    Request: Customer import from: (V2 URL or URL to import file)
    Customer: (Company Name) | (Location) | (Owner Name)
    Import Data to: Insert URL Here
    Bullet the following:
    BID:
    Requested Import Date: {{minimum 2 business days before Go Live Date}}
    CSM: (Assigned Customer Success Manager)
    Special Notes
    Hard import date, multiple locations, need purge, (Signs Express uses custom field for email preference), etc.
4. The task is now in the Import team queue and they will complete the task during the appropriate window of time.
5. The Import team will complete the Jira task and notate in the comments what they completed (Note: The JIRA Task will be in the Ready for QA Status). This will automatically trigger the associated ticket status to open and adds a private note onto the ticket confirming what Devops completed.
  Note: If there were any issues with the scrub/purge/import the Import Team member will notate this on the JIRA task. If they are coming from V2 a file is not needed.
6. Send a reply to the customer on the import ticket informing them that the import has been completed.
Close the ticket with the type import.