Purpose:
This SOP outlines the process for requesting custom or standard reports for Enterprise customers and internal partners. The goal is to ensure that all requests are handled efficiently and accurately, and that reports are delivered in a timely manner.
Process:
Step 1: Determine the Needed Report
- Please review the Enteprise Reporting Standard Reports sheet under the "Standard Reports" sheet to determine the specific report needed.
Step 2: Fill out the default JIRA Template (👈🏼 click it!)
- When filling out the JIRA template, please include the following information:
- Type of report requested (custom or standard)
- Purpose of report (internal or external)
- One-time or recurring report
- Due date of report
- Client ID in OBO
- Name of report template (if applicable) | Remember to review the Enterprise Reporting Standard Reports sheet under "Standard Reports" to determine the specific report you need.
- Time frame for report (e.g. "All 12 months", "Current quarter", "2020 Nov")
- Filters to be applied (e.g. "Only posts by XX hiring manager", "Only posts under XX team name")
- Customizations needed for existing reports or columns of data required for new reports
Step 3: Delivery
- If it's a one-time report, the Enterprise Reporting team will attach the information to the JIRA ticket. If it's a recurring report, the client will receive automated reports in a Dash Message room.
Step 4: Add Submitter as CC in the JIRA Ticket
- Please add the submitter as CC in the JIRA ticket to keep them informed of progress and any updates.
Step 5: Link JIRA to Zendesk Ticket
- Link the Jira issue to the Zendesk ticket by adding the Jira link to the "Jira Link" field.
Expected Timeline:
- For a standard report, the Enterprise Reporting team will have a draft report ready in 1-4 business days, depending on urgency.
- For a custom report, the Enterprise Reporting team will have a draft report ready in 1-2 weeks, depending on urgency.