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SalesForce SCR Logging Process
PurposeThe purpose of this process is to document the proper use
of the SCR field, tracking cases against theSCR field in
SalesForce.
Locating SCRs in SalesForceSCRs is a new custom object within
SalesForce. It can be added via the + tab. To see a full list of
SCRs
available for selection, Select All from the drop down list and
click GO!
Associating a SCR to a CaseAny case logged as a type of Bug
needs to have an SCR associated with the case. To associate an
SCR
with a case take the following steps:
1. Click Edit above the Case Detail section2. Next to SCR ID,
click the Magnifying Glass3. In the Search box type * then the
first two letters of the product. (e.g. *UL for UltraMate)
Note: SCRs are searched based on the Supported Product selected
in the case. 4. Click Go!5. This will return a list of SCRs
filtered based on you Search and the Product Group that was
selected in the case.6. Click the SCR name to associate the SCR
with the case7. Save the Case.
SalesForce will not allow cases classified as Supported type Bug
to be closed without an SCR beingassociated with the case.
SCR Maintenance
New SCRIn order to track impact of new SCRs received from
customers, each needs to be recorded in SerenaBusiness Mashups as
well as SalesForce. Upon completion of entering the SCR in MashUps,
the
pertinent information must be entered as a new SCR under the SCR
tab within SalesForce.
To enter the SCR in Salesforce the following steps must be
taken:
1. Log the bug in MashUps following the normal SCR Logging
process.2. In SalesForce, click on the SCRs tab.
If you do not have the SCRs tab, add the tab, by using the +
tab.3. Click New.
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4. Enter a fake SCR Name (i.e. 123abc)Note: The name will be
calculated when the SCR is saved
5. Select the Product6. Select the appropriate Supported
Product. Make sure the Supported product matches the
Supported product the case is logged against.
This is important as it is used to filter the SCRs by product.
7. Enter the following from the SCR information in MashUps
SCR ID Service Priority Severity State Submitted Date Title
8. Click Save.
The SCR Name will be replaced by a combination of the SCR ID and
the Product selected. The SCR willnow be available from the lookup.
If a case is open for the new SCR, associate the SCR with the
case
following the steps in Associating a SCR to a Case.
Existing SCRExisting SCR should be used only when the SCR is not
new , or when the SCR is not found in the list of available SCRs
for a product. In the event that Existing SCR is used, the SCR
number is to be documented
in the case comments.
