← Mobile Data Services

JSource

Creating a jSource Case

Escalating a jSource Case

Getting Skype for Business

Creating a jSource Case

Example

![Example case tab](resources/jsource-case.png)

Start a new case

  • Sign into jSource
  • On the Support page, click Add Case
    • Add Case will take you to a blank case, which will not be saved until you Save Case at the bottom.
    • :warning: Refrain from saving prematurely, since then others can edit it, and your subsequent changes will likely be lost.
    • You will see an overview at the top, then a number of tabs, including Case, Notes, and an arrow to navigate to more tabs, like Interested Parties

Fill in the relevant tabs

  • Case tab
    • Under Customer Information, search for the company (FI) and contact
      • Sometimes, the name you see in fetch-reporting and postgres isn’t the same as the name used for jSource, but the city and state should be the same.
      • To verify you have the correct institution and contact, check the Banno Mobile Status doc’s Company ID, Company Name, and Contact Name fields.
    • Under Problem Information, write a Problem Summary and Description
      • In the description, start with “This is created by Banno”
      • Provide more detail around the error (not the failed request/response xml, which will be added as a note)
      • If it’s something urgent, you may choose to provide your email address and/or phone number for ease of communication
    • Under Case Information, assign the appropriate Provider Group and Product
      • If it has to do with a core interaction, the Provider Group is typically the jXchange Support Group or iAdapter Support. If there is a goDough API problem, you’ll typically want to use IS OPS for the Provider Group.
      • For after hours cases, use Call Center AH Part 1, and the after hours call center will route it for you (you’ll also add a note)
      • The product is generally BNO_MOBILE
    • Leave Case Priority and Severity at 3, Medium and Standard
  • Interested Parties tab (hit the tab bar’s arrow to see it)
    • Add yourself so you get email updates on the case
    • Name (find your entry), Reason (Interested Party)
    • If you’re working with someone on the Implementation or Support teams, add them with Add Interested Parties
    • Delete (garbage can) any extra rows in the table to avoid errors saving the case later
  • Notes tab
    • Generally you are going to be creating two notes: An internal tracking note and a req/resp xml note
      • Assignment note
        • Include only when specifying the call center as the Provider Group
        • Subject: “Assignment”
        • Body: “Please forward this case on to " + iAdapter or jXchange
        • Visibility: Internal
        • Note type: Comment
      • Interal tracking
        • Subject: “Banno Internal Tracking”
        • Body: “For Banno internal tracking: {gh isssue link}”
        • Visibility: Internal
        • Note type: Comment
        • Hit Apply note
      • Req/Resp XML note
        • Include when you have an example of a failed/unexpected response from jXchange
        • Subject: “{operation name} Req/Resp XML”
        • Include the XML in question
          • You can copy this right out of a Kibana log message
          • It is usually long and easier read as an attachment
          • Assure you’re finished with all other parts of the case before adding an attachment, as that action will save the case
        • Visibility: Internal
        • Note type: Technical
        • Hit Apply note

Save the case

  • Verify you’re done adding to the case. Saving it will allow others to edit it, and any changes you make afterward will likely be lost.
  • Click Save Case
  • After the case has been created, add the case id to the github issue

Troubleshooting pop-up error messages

  • Error about “highlighted fields” being empty
    • Look for a small red mark next to fields under the tabs you’ve used, such as the Notes and Interested Parties tabs
    • Delete extra blank entries as necessary
  • Error about Summit institutions needing more information
    • Go to the Additional Info tab and select the appropriate Summit Customer Status
  • Error about the customer being unauthorized
  • Your contact is unauthorized for that product
    • You may have to switch the Product to JX_JXCHANGE, as that contact isn’t authorized for Banno yet.
    • Click on the magnifying glass next to the Contact field. Look for the person that has FCAdmin and/or Primary Set to Y.
    • Make sure to note in the description who our contact is, and that that person should be contacted instead of the one assigned on the case.
    • The case should be able to be made now. If it’s not, contact an Implementation Coordinator (Thom/Sheena/Rachel/Tiffany) to see what to do.

Escalating a jSource Case

You should not hit the escalate button that is in jSource itself. This button can send notifications to the c-level managers, when the case is high priority already.

  • After creating the jSource case compose an email to Julie Morlan (jmorlan@jackhenry.com) and Abby Wood (awood@jackhenry.com)
    • The email should have
      • Details about what we are seeing, as well as a scope to the issue.
      • The case number that you created earlier.
  • After sending the email be sure to ping Ben on hangouts if he has not already been alerted to the situation.

Getting Skype for Business

  • Download Skype for Business to allow the rest of JHA to communicate with you effectively.
  • The credentials are the same ones you use to sign into VDI/jhatoday. The username should have “monett" before it.
  • If you don’t know your jha/profitstars email look yourself up in the directory.