jSource

You’ve been assigned a case; now what?

1. Click on the case link in your email example

2. f that’s not working, or you want to view all cases currently assigned to you,

• Go to https://crm.jhacorp.com/psc/CRM92PRD/?cmd=login (you will need to be connected to the VPN)
• Click ‘Search Cases’ - example
• Search ‘All My Open Cases’ - example

3. Switch the ‘Case Status’ to “Open - Awaiting User” (if it’s not already). Hit Save. example

4. The cases should have already been quoted, so it’s time to start the ‘WORK’. Click on the ‘Notes’ tab and read the ‘Note to Design/er’. If you have questions, reach out to the CWA on Slack. example

5. The URL/client should be listed in the note for you. If it’s not, you can find it by clicking the Customer link example and finding the URL on the company page, here: https://monosnap.com/file/dafZZDRemqBzy8GIRcodl9FqlLVxe9

6. If you don’t have the repo pulled, locate it at git.banno.com or in BigSource and clone/grab the repo. If you are unable to locate the repo, reach out in the #org-content-design room in Slack.

7. ‘The work’/what’s needed should be succinctly recapped for you in the ‘Note to Design/er’. If not, you can reach out to the CWA or read previous notes to get up to speed.

8. Once you have the files pulled, do the work that’s needed within 3-5 days of being assigned the case. We have 5-7 days but please shoot for 3-5, if possible.

9. When you’re done and ready to send it to the client, click ‘Add Note’. Fill in the ‘Subject’ field. Write message to the client and use ‘Add attachment’ to upload files. You’ll need to add one at a time; ‘choose file’ and click ‘upload’ (or attach a single .zip file). https://monosnap.com/file/s8MANcWygbWXSbQlpGLdO5tkH4Xt5j

• Set the ‘Visibility’ to “All”. Change the ‘Note Type’ to “Comment”. Click ‘Apply Note’. https://monosnap.com/file/rbuLIcFl3qBnBwtgTfHk75KWVWbYCs

10. When the client replies, you will get an email “Case #12257639 Note has been added through Self-Service” and you can click on the case number to open jSource/view the case note. https://monosnap.com/file/HiHihEO8BwGTqXQAlauhEsQkjJBlPv

11. Continue communication back and fourth with client until they approve.

12. Once approved, create a note for the developer. ‘Add Note’. Subject ‘Note for Dev’. Fill in the details – I like to recap the case, what work I did, anything special to note. Add the .ai/.jpg/.pdf files for reference. Set the ‘Visibility’ to “Internal” and the ‘Note Type’ to “Transfer”. Click ‘Apply Note. https://monosnap.com/file/ZWC4yU5DHjELuLxun54aVhmrhB0jL8

13. Add another note – click ‘Add Note’. Fill in the subject as “Transfer to CWA”. (No body/details needed.) Change the ‘Visibility’ to “All” and the ‘Note Type’ to “Transfer”. Click ‘Apply Note’. https://monosnap.com/file/XOGO68YWPislDaegJxGAdjVFRs3BfX

14. Assign the case back to the CWA (the person who assigned it to the design queue - you will see their name in the notes tab).

15. To assign back to CWA: Click on the ‘Case’ tab. Then click the search icon next to ‘Provider Group’ https://monosnap.com/file/k896aksQI4Ux8Y8NN3LUR0t7wpOshc

16. Change the ‘Provider Group ID’ search perimeters to “contains” and “195”. Click ‘Look up’ and select “Web Solutions Customer Care”. https://monosnap.com/file/FUIznL45o4Oova8QRiqpfBjATFNcCS

17. Then click the search icon next to ‘Assigned to’ and select the CWA. (Make sure the CWA isn’t out of office - if they are, assign to the CWA who is covering for them. It will be noted in the ‘Availability’ field.) https://monosnap.com/file/CCpTLaMZM2VYIBfptsylzCD1n20OQ3

18. Click ‘Save’ in upper left corner.

*NOTE - If you communicate with the client via email instead of through jSource, copy and paste your communication into a note when the work is complete, to make sure everything is accounted for and can be referenced if needed.

You need to watch over the case queue; now what?

Checking for unassigned cases: Providing Quotes

1. Go to https://crm.jhacorp.com/psc/CRM92PRD/?cmd=login (you will need to be connected to the VPN)

2. Click ‘Search Cases’ https://monosnap.com/file/Mu1Gin5wkruKFYYxdKxFySyGS2fzBK

3. Search ‘Design Cases’ https://monosnap.com/file/YWrC2MkyFcopFI9cWryG5yu6us66RR

4. Check for cases not yet assigned (the ‘Assigned to’ field will be empty). There is a max of 12 cases per page – if there are more than 12, use the arrows in the upper right to navigate to the next page. https://monosnap.com/file/KBCZFrcRIOUN2usWBMMkzactT66aFr

5. If there is an unassigned case, open it (click the case number).

6. The ‘Problem Summary’ will say whether the case needs to be quoted ‘QUOTE’ or if it’s ready to be worked on, ‘WORK’.

7. If it needs a quote, click the ‘Notes’ tab and the read the ‘Note to Design/er’. If attached files are referenced, you can find them at the bottom under ‘Attachments’. https://monosnap.com/file/DcxI3HxsMdHPTOUER8OavS8cticAAl

8. To quote the case, read the details/view attachments and when you’ve decided on a number of hours or range of hours, click ‘Add Note’.

9. Adding the note: Fill in the ‘Subject’ as “Design Quote”. Type “one hour design” (or whatever the quote is) in the ‘Details’ body section. Change the ‘Visibility’ to “Internal” and the ‘Note Type’ to “Transfer”. Click ‘Apply Note’. https://monosnap.com/file/rLGwrjM7EvZ398dmHebKk42VGowJYq

10. Add another note – click ‘Add Note’. Fill in the subject as “Transfer to CWA”. (No body/details needed unless you have clarifying questions you want them to ask the client.) Change the ‘Visibility’ to “All” and the ‘Note Type’ to “Transfer”. Click ‘Apply Note’. https://monosnap.com/file/XOGO68YWPislDaegJxGAdjVFRs3BfX

11. Assign the case back to the CWA (the person who assigned it to the design queue - you will see their name in the notes tab).

12. To assign back to CWA: Click on the ‘Case’ tab. Then click the search icon next to ‘Provider Group’ https://monosnap.com/file/k896aksQI4Ux8Y8NN3LUR0t7wpOshc

13. Change the ‘Provider Group ID’ search perimeters to “contains” and “195”. Click ‘Look up’ and select “Web Solutions Customer Care”. https://monosnap.com/file/FUIznL45o4Oova8QRiqpfBjATFNcCS

14. Then click the search icon next to ‘Assigned to’ and select the CWA. (Make sure the CWA isn’t out of office - if they are, assign to the CWA who is covering for them. It will be noted in the ‘Availability’ field.) https://monosnap.com/file/CCpTLaMZM2VYIBfptsylzCD1n20OQ3

15. Click ‘Save’ in upper left corner.

Checking for unassigned cases: Assigning to a Designer

1. …same first 5 steps.

2. The ‘Problem Summary’ will say whether the case needs to be quoted ‘QUOTE’ or if it’s ready to be worked on, ‘WORK’.

3. If it is ready to be worked on, first check who’s site it is (you can search the CMS asset uploads or search Basecamp threads to find the designer) and assign to that designer. If it belongs to someone that’s no longer on the team or who isn’t taking cases, assign to someone else. Try to keep cases evenly distributed between all Brentwood designers. Reach out to a specific designer and ask if they’re able to take the case, or post a case recap in the #team-web-design room on Slack asking if anyone want to volunteer to take it.

4. To assign, click the search icon next to ‘Assigned to’ and select the designer. https://monosnap.com/file/Q0IfDdE1fP5W84y3NGk1KWlZfKAyA7

5. Switch the ‘Case Status’ to “Open - Awaiting User” https://monosnap.com/file/jaJ9bNl8PFXBIG4ybK5oWZPwUaJnP8

6. Click ‘Save’ in upper left corner.