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Ticket Handling and Processing for Platform Integration - API/SSO

Updated

Ticket Handling and Processing for Platform Integration - API/SSO

About this page

This is a page that was created to provide people in the API/SSO portion of the Platform Integrations teams directions on Creating and handling tickets

 

Index

 

 

FAQ

Description:

If there is something you would like added here let Platform Integrations or Paul Schmalenberg know.

 

What Does the Depart Handle?

  • Platform Integrations handles all tickets related to the ChamberMaster API, GrowthZone API, and SSO related issues, and we are begining to assist with Member Suite API and Integrations.

    If the ticket mentions API, SSO, API Key, Client Id, Client Secret, SAML, OAuth, OIDC, or endpoints, the ticket is for Platform Integrations.

     

    The following is a list of common API/SSO Integrations:

    · Clareity

    · Stellar/Flex MLS

    · Remine

    · BlueSky LMS

    · Simply RETS feed

    · Higher Logic

    · Zapier

    · PropFuel

    · Community

    · Azure SSO

    · FastCase

    · IIABA (Insurance)

    · Cadmium/Elevate

    · Election Buddy

    · GZCMS Members Only Pages

 

Ticket Process

There are a coupe ways tickets will come to the department or need to be created this should help cover most of the options.

 

A few things to note

Platform Integrations Tickets are currently worked in Happy Fox
The Tickets will have the Category of Platform Integrations

 



Normally the Assignee of the ticket will have the Name of the Support Person that is working the ticket but there is currently one exception, When the ticket is being worked by someone in L1 or in Premium Support we will leave the ticket assigned to them and in the Sidebar on the Right we update the Ticket Information > Working On Field to the Person that is working the issue.

 

In that Same Sidebar we should also be updating the Tags to add the 

Pi-API/SSO 

 

Tag for tracking
 

Normal Tickets

Normal Tickets are tickets that are put in already by a customer or someone else in a support department and we do not need to create the ticket.

 

Steps:

  1. Set the Assignee to yourself
  2. Set the Tag
  3. Check the title of the ticket and update it to something more relevant if needed
  4. Work the ticket as needed
  5. When its time to close the ticket go to close ticket Option below.

 

Manually Created Tickets

Manually Create Tickets are Tickets we need to create either because the ticket came in via a Call or Email or some otherway not through the normal process.

 

Steps

  1. The Easiest way to get a ticket in the system is to send an email to platformintegrations@growthzone.com
  2. This ticket will be found in the Platform Integration Category and you might need to build out some custom Filters for your self
  3. In the More Actions Dropdown Change the Contact to the Customer if its not an internal Support ticket.
  4. Set the Assignee to yourself
  5. Set the Tag
  6. Check the title of the ticket and update it to something more relevant if needed
  7. work the ticket as needed
  8. when its time to close the ticket follow the close ticket Process below

 

Close Ticket Process

 

Steps

  1. Go to the Time Spent Area in the right side-bar and update the time to what you have spent on the ticket
  2. Go to the ... drop down in the top bar and change the Status to Closed

 

How to Escalate a Ticket

The Escalation Process varies a lot depending on who or what department you need to escalate the ticket to.

 

 

Steps for if you are Escalating it within the Platform Integration Department.

  1. This is probably not really needed but I suggest that we just message the other member of the department in teams about the ticket and move the working on to the other person if needed.
  2. This Might change to use the Escalated Option if we get larger and have a head or senior team but we are small and nimble enough right now to be able to just message each other.

 

Steps for if you are Escalating it to another Department

  1. Change the Category to the Department you need to escalate the ticket to Normally ChamberMaster/MemberZone or GrowthZone at this time.
  2. Update the Priority if needed
  3. Fill out the Matrix Fields
  4. In the Ticket Actions ... Menu change the status to Escalated

 

How to Create a Jira 

Jira's are for if the issue is with the Platform itself or if someone is requesting a new feature, we will be required to Create a Jira Ticket as that is where the Development team works out of.

 

 

Steps

  1. This is probably not really needed but I suggest that we just message the other member of the department in teams about the ticket and move the working on to th