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Pure1 Support Portal

Mass Case Creation Template

Problem

When creating a lot of cases there is a chance of a lot of back and forth conversations before Support Ops is able to create a batch of cases.

Impact

Using this template will save time and back and forth conversations with Support Ops so that mass case creations can be created quicker and with more accuracy. 

Solution

  1. Decide on a record type
  2. Copy the template from the shared sheet into Excel https://docs.google.com/a/purestorage.com/spreadsheets/d/1kKAPqVZP9c6BGSCyyzogLU9B67px8QFz4m9GtgVGU80/edit?usp=sharing
  3.  Populate with desired values, make sure values are valid for that field (see 4th tab "Field Data Types (REFERENCE)")
  4. When ready, save your Excel doc as a full Excel (.xlsx) doc type. DO NOT SAVE AS CSV. Provide this XLSX to the member of Support Ops assisting you
  5. Please also provide context at step #5 (PCC JIRA #s, who is in charge of the initiative, and a timeframe for requested completion (today, ASAP, by end of week, etc). At this time there is no need to create an SO JIRA
  6. Make sure that the person in charge of the initiative is available to access a SFDC Sandbox to spot-check a sample case. This is to make sure we've got the formatting correct and field values set as intended.
  7. Be available at the agreed upon time when cases will be created in production, and please confirm the "all clear" that this particular batch is complete. At this time, there may be follow-up steps to take either on your side or the Support Ops side

 

  1. Upgrade Cases Post-Creation Steps
    Subjects. These are automatically populated based on Salesforce logic. We need to create the case, then go back and modify the subjects if we do not want to use the default.
  2. Salesforce does not allow duplicate upgrade types (hardware/software) for the same array. These cases are prevented from being created during the load. It will be up to PCC to determine whether they want to update the existing ticket(s) for each of the conflicting arrays, or close out the existing ticket (if not yet worked) to allow the new ticket to be created
  3. All Cases Post-Creation Steps
    Follow Up on cases that failed for other reasons. Most often this means that the array does not exist in Salesforce, or some other lookup field cannot be found