This article will teach you how to Escalate a User Add Zendesk Ticket to Jira.
Table of Contents
Cross Base Account User Add
These instructions will guide you in Escalating a Cross Base Account User Add.
Note: Cross Base Account Escalations are necessary when a property exists in one company's Base Account and has staff users from another company's Base Account that can access it.
- Review the request and ghost into the necessary accounts to confirm the request cannot be completed in the WorkSpace User Interface.
- Gather the required information from the requestor:
| Data Type | Definition |
|---|---|
| User Name | The user's first and last name, as it appears on their WorkSpace account. ex: John Doe |
| User Email | The user's email address that was used to create their WorkSpace account. ex: john@abcmanagement.com |
| User Base Account | The email address that was used to create the WorkSpace admin account the user account exists. ex: admin@abcmanagement.com |
| Time User was Added to the GUP | The time the user account was added to the GUP if it was created the same day the ticket is being escalated. ex: The user was added to the GUP at approximately 2:50 PM PT on 12/10/2021 |
| Property Name | The name of the property the user needs to be added to, as it appears in WorkSpace. ex: Haley Towers |
| Property Admin Account Email Address | The email address of the property's admin account. ex: admin@defmanagement.com |
| Property Base Account | The name of the Base Account where the property exists. ex: defmanagement (17283) |
| Property URL | The URL of the property's properties index (where the stacking plan displays) page within WorkSpace. ex: https://my.workspace.cc/apps/propertymgmt/properties/96950909-586f-4982-a933-4cd65b3f1b47 |
- Select Apps -> JIRA -> Create Issue from the Zendesk Ticket Interface
- Populate the form using the following information.
- Project: Production Support (PS)
- Issue Type: Story
- Reporter: {Your name}
- Add reporter as a watcher: Check the checkbox
- Assignee: {The P&F product lead}
- Summary: [PS] Add existing staff user {user's email address} in {User's Base Account} base account to {Property's Base Account} P&F property {Property Name} (cross base account P&F)
- Description: Add a brief description of the request including any background information for why the user needs to be added to the account followed by the gather information listed in the format above.
- Select Create Issue.
- Open the issue in JIRA and add any additional attachments (screenshots, csvs, pdfs) that may be helpful for the engineering team.
- Open Slack and post in the product-general channel a brief message describing the reason for escalation and copy the P&F product lead and release engineer.