SalesForce SCR Logging Process

Purpose
The purpose of this process is to document the proper use of the SCR field, tracking cases against the SCR field in SalesForce.

Locating SCRs in SalesForce

SCRs 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 Case

Any 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 section 2. Next to SCR ID, click the Magnifying Glass 3. 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 case 7. Save the Case. SalesForce will not allow cases classified as Supported type Bug to be closed without an SCR being associated with the case.

SCR Maintenance
New SCR In order to track impact of new SCRs received from customers, each needs to be recorded in Serena Business 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.

4. Enter a fake SCR Name (i.e. 123abc) Note: The name will be calculated when the SCR is saved 5. Select the Product 6. 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 will now 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 SCR
Existing 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.