Resolution Timeframe 

How to Tag the Ticket

1. Client/PM submits Site Copy ticket with site setup template as a shareable link.
   
2. If the client submits the request to Support, it is Support's responsibility to create the Site Copy sheet - there is no need to share it with the client directly.
   
1. The Site Copy Template can be found here. Please make a copy before editing: SITE SETUP FORM TEMPLATE.xlsx
   
3. Please ensure that the Site Copy sheet is titled with the Client Name, Prod to Test, Date, and Ticket Number where possible. Copy the Support Ticket link and Support Ticket number to A1 and A2 in the sheet, for reference.
   
4. Completed Site Copy templates are stored within SharePoint in the Folder: Client Success>Support> Site Setup Forms.
   
1. 
   
5. If the client has submitted the Site Copy request, it is Support's responsibility to fill out the top section of the Template.
   
1. Many of these details can be found within the CRM by searching for the Client's Account page or within the Client's Company Details and Company Options modules.
   
2. Please review the Existing Client Site Copy Configuration Rules if there are questions on how to proceed with any rows of the template: Site Copy NOtes_Important.docx
6. When a PM submits site copy, they sign off in the "restore sign-off" section. If the request is client-submitted, Support will sign off on their behalf.
7. Support team processes the ticket by verifying the site setup form is submitted, and that the PM has signed off (if a PM submits the ticket).
   
1. If a PM submits the request early, it will be the PM's responsibility to let Support know when to move the process along. 
   
2. If a client submits the request, a link to the Site Copy sheet must be posted in a comment within the ticket thread.
8. Next, Support must get the sign-offs from the Reports, Data Migration, and Integration teams.
9. Support agent posts a comment in the site copy chat that includes the Client Name, if the Site Copy is (Prod to Test), the Due Date, and posts a shareable link to the Site Copy template where the team members can initial to sign off. 
   
10. Support then passes the ticket to the deployments team in Open status, with an "@" comment tagging them that the site copy is ready for the next steps.
    
11. The Deployments team confirms all teams have signed off and asks Support to coordinate with Gaja for the server tasks.
    
12. Support requests for Gaja to complete server items via Site copy chat and by creating a task in Gaja's Weekly Priority list using Microsoft Planner.
    
13. 
    
14. After Gaja completes server items, check the sheet to ensure sign-offs are completed. If not, follow the steps of logging into Prod and Test and confirm that both sites are accessible, and compare dates on Test to confirm that the database restore is completed.
    
15. Pass the Ticket back to the Deployment team, where the final site copy steps are coordinated between them, the Reports team, and the Integrations team as needed.
16. Finally, the Deployment team provides an update on the ticket with completed site copy template signoff.
    
1. If any teams are finishing up their items outside of the deployment team, the deployment team can add a note on the ticket and pass it to the Support team at this point. 
   
17. The Ticket is closed by Support after final items are complete and the Client/PM confirms.