Internal Stakeholders

Development Team

Internal User Logs Case via Form 1. Type 2. Priority

Internal User Sends Email to AMS

Salesforce Case is created: 1. Case Owner = Salesforce Support Queue 2. Case Origin = Email

Salesforce Case is created: 1. Case Owner = Salesforce Support Queue 2. Case Origin = Web 3. Requestor

Goes to report from Salesforce Support Operations Dashboard and identifies new Case

Takes Ownership by clicking 'Accept'

Need More Information?

Email Requestor

User replies with more informations

Enough Information?

Add AMS Classification

Defect

Create Defect in Jira

Change Request?

Create ticket in Jira

Add ticket number in Case Comments

Inform Requestor

Address Jira Ticket

Update Jira Ticket progress and notify on deployment

Address ticket

Inform Requestor of outcome

Close Case with Case Reason set to Completed

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