Prerequisites for Better resolution:

  • CEE Account Login Credentials
  • Details of the Sub-user (Email, Role)

Initial Verification Steps to be Followed:

  1. Confirm Sub-user Details:
    • Ensure that the correct email and role details for the sub-user are present.

Steps to be Followed:

  1. Step 1: Log in to the Account:

    • Log in to the respective account using the provided credentials.
    • Navigate to Profile -> Users.
    • Screenshot:


  2. Step 2: Invite Sub-user:

    • Click on "Invite User" and enter the sub-user's email address.
    • Screenshot:


  3. Step 3: Assign Role:

    • Assign the appropriate role to the sub-user based on the information provided.
    • Screenshot:


  4. Step 4: Confirm Sub-user Creation:

    • Once the sub-user is added, ensure that they receive an invitation email and can access the account with the assigned role.
    • Screenshot:


Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client of the resolution.
    • Provide Screenshot

  2. [Reason 2]:

    • In case of no resolution, escalate to Cross-functional teams to investigate further.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases

Escalation Path:

  1. Initial Verification:

  2. Further Investigation by Helpdesk:

    • If the issue is not resolved after initial & further investigation:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form