Tier 1/Chennai agents: please move tickets to support escalations for Tier 2 to work with the DBA/SASP teams. This will ensure that the DBA/SASP teams only have to manage requests coming from a few people as opposed to the entire team. When placing a case on hold, select the correct hold reasons and leave detailed notes as to the next steps that need to happen.
error messages returned on web pages/forms (if issues with web pages themselves escalate to [email protected])
are occasions when SASP / OMS just behaves oddly
a task/function that previously worked no longer does
Alt DCV methods: showing DCV progress as sent but not valid yet (delays in processing queries) as well as issues where the public checkers show the information is fine but Rob's checker returns an error
Order stuck in "limbo," unable to be rejected
setting / clearing / changing the primary domain for an MDC
setting / clearing / changing the additional FQDN for a single domain SSL certificate
transferring, burning or adjusting funds
issuing certificates which have failed to auto-issue despite all the requisite validation steps having been completed
fixing reseller banner graphic names (the image name in OMS is incorrect and needs to be changed)
Enabling CAs onto an account
Unsubscribing/re-subscribing to email notifications
Reversing certificate rejections or occasionally revocations done in error.
‘unexpiring’ IdAuthority and missing TrustLogo records
Email Subject line to include ticket number
Please add the list of domains to the CCC list for this customer.
Please use TRAC to open all SASP –related dev tasks. As a rule of thumb – everything that is related to SSL certificates (Webhost Reseller portal, EPKi management, Reseller portal etc.) - is managed by SASP.
The only thing in SSL business that is under web dev team control (Jira) – are our retails websites (ssl.comodo.com, instantssl.com, positivessl.com, enterprisessl.com) – and in these sites everything until and including ordering page is under web dev control. Comodo.com is under the control of CAA. Comodoca.com is still temporarily under the control of the marketing and the consultants.
The next steps in retails orders – Accept Agreement, payment details and order confirmation pages – are always under SASP control. Please see Screenshot # 1 and # 2 below to illustrate. And there are also SASP-managed ordering pages, see Screenshot # 3 below. Those are under SASP team control.
Screenshot # 1 Retails websites – ordering page – under web dev team control (all seteps after – are handled by SASP)
Screenshot # 2 Retails websites – ordering page – under web dev team control (all steps after – are handled by SASP)
Screenshot # 3 - SASP ordering pages – under SASP team control