Skip to main content

AT&T Survey SOW - Case Intake & Handling Guide

Srikanth Chinnammagari
Organization
Convey Logo

AT&T Survey Case Handling (Tier 1 SOP)

Applies only to AT&T Survey SOW tickets submitted with a Survey attachment.

Scope: This SOP applies only when a case is from AT&T, is a Survey SOW submission, and includes a Survey attachment. Do not apply to any other case type.

Important Note

All case updates, escalations, and client communications must be done through Zendesk or JIRA only. No manual updates to Zendesk are permitted. Do not contact Engineering (Nicholas Lott-Schwartz) directly — all communication must go through JIRA only.

Required Formats

Bold fields are mandatory. The channel and Survey ID must match exactly.

Case Subject Line:

[SOW] – 12888 – EMAIL – Any name/content as required by AT&T
[SOW] – 12885 – VOICE – Any name/content as required by AT&T
[SOW] – 12388 – SMS – Any name/content as required by AT&T
[SOW] – 12888 – IVR – Any name/content as required by AT&T

Attachment File Name:

12888 – EMAIL – Any name/content as required by AT&T
12885 – VOICE – Any name/content as required by AT&T
12388 – SMS – Any name/content as required by AT&T
12888 – IVR – Any name/content as required by AT&T

Note: The first number (e.g. 12888) is the Survey ID, not the Project ID.

Prerequisites

  • Zendesk — to view, update, and manage cases.
  • JIRA — to track engineering escalations and internal actions.
  • SharePoint — AT&T Survey SOW folder path:
    Support/CS Automations/AT&T/Divisions/TACRAFT/All Survey SOW's/{Channel} SOW/
  • CSM contact details — for escalation of file naming violations.

Step-by-Step Instructions

Follow these steps in order for every new AT&T Survey SOW case:

1 Validate the Subject Line

  1. Open the case in Zendesk and compare the subject line against the required format above.
  2. If the subject line is incorrect:
    • Reply to the customer via Zendesk using the template below.
    • Add an internal note documenting the correction.
  3. If the customer continues submitting incorrect subject lines after 30 days of being notified, reject the case using the standard rejection response. (Standard response to be provided by @Sarah Potter.)

Customer Reply Template — Incorrect Subject Line

Hi,

Thank you for reaching out. We noticed that the subject line on this ticket does not follow the required format for AT&T Survey SOW submissions.

Please use the following format for all future submissions:

[SOW] – {Survey ID} – {CHANNEL} – {Any name/content as required by AT&T}

Example:[SOW] – 12888 – EMAIL – SOW Diagnostic Study Script

We have updated the subject line on this ticket on your behalf. Please ensure this format is used going forward to avoid delays in processing.

2 Validate the Attachment File Name

  1. Check the attached Survey SOW file name against the required convention above.
  2. If the file name is incorrect:
    • Reply to the customer via Zendesk using the template below.
    • Escalate to the CSM immediately via Zendesk.
    • Add an internal note documenting the issue and escalation.
  3. If the file name is correct, proceed to Step 3.

Customer Reply Template — Incorrect File Name

Hi,

Thank you for submitting your Survey SOW. We noticed that the attached file name does not follow the required naming convention.

Please rename your file using the following format and resubmit:

{Survey ID} – {CHANNEL} – {Any name/content as required by AT&T}

Example:12888 – EMAIL – SOW Diagnostic Study Script 0_20250420.docx

We are unable to process this submission until the file is resubmitted with the correct naming format. Please re-upload at your earliest convenience.

3 Verify Automation Internal Comment

  1. Check the case for an internal comment added by the Integrations User automation. The comment will look like the example below.
  2. The automation comment should include:
    • Confirmation the file was uploaded to both SharePoint locations (Email & Project).
    • The SharePoint URL of the uploaded file.
    • A note that the previous file was moved to the Archive folder.
    • The instruction: "Please proceed to update the JIRA ticket accordingly."

Example Automation Comment (Integrations User)

The file 12888-Email-SOW Diagnostic Study Script 0_20250420.docx has been uploaded successfully to two locations:

Email: https://mbroadcast.sharepoint.com/sites/MessageBroadcast/Support/CS Automations/AT&T/Divisions/TACRAFT/All Survey SOW's/Email SOW/12888-Email-SOW Diagnostic Study Script 0_20250420/

Project: 12888-Email-SOW Diagnostic Study Script 0_20250420.docx

The previous file 12888-Email-SOW Diagnostic Study Script 0_20250420_20260616_233203.docx has been moved to the Archive folder.

Please proceed to update the JIRA ticket accordingly.

  1. If the automation comment is present: create a JIRA ticket and assign it to Nicholas Lott-Schwartz as per current process. Send any client updates to JIRA via Zendesk only — update the JIRA ticket only when the client submits a new SOW.
  2. If the automation comment is missing: flag to your team lead immediately and do not proceed until resolved.

4 Verify Files in SharePoint

  1. Navigate to the SharePoint path provided in the automation internal comment.
  2. Confirm the file is present and the file name matches exactly.
  3. This step is required for the first 10 cases only. After 10 successfully verified cases, this step is no longer mandatory unless an issue is suspected.
  4. Add an internal note in Zendesk confirming the SharePoint verification was completed.

Troubleshooting & Common Issues

Scenario Root Cause Action
Incorrect subject line Customer not using the required format. Reply using the subject line template. Add internal note.
Incorrect subject line repeated after 30 days Customer not adopting correct format despite prior notifications. Reject the case using the standard rejection response (provided by @Sarah Potter).
Incorrect file name Customer not following the naming convention. Reply using the file name template. Escalate to CSM immediately.
Automation internal comment missing Automation did not trigger or failed silently. Flag to team lead immediately. Do not proceed to Engineering.
Automation fires multiple times (duplicate internal notes) Known issue — automation may re-trigger on each comment update. Use the most recent automation comment. Flag duplicates to your Team Lead.
File missing in SharePoint (first 10 cases) Automation upload may have failed or file name mismatch prevented upload. Ask customer to re-upload via Zendesk. Do not proceed until confirmed.

Guidelines & Best Practices

What to Avoid

  • ×Do not make manual updates directly in Zendesk — all updates must go through JIRA or Zendesk workflows.
  • ×Do not contact Engineering (Nicholas Lott-Schwartz) directly — all Engineering communication must go through JIRA only.
  • ×Do not proceed to Engineering without confirming the automation internal comment is present.
  • ×Do not reject a case for incorrect subject line until the 30-day grace period has passed.
  • ×Do not apply this SOP to non-AT&T cases or cases without a Survey SOW attachment.

Best Practices

  • ✓Always add an internal note in Zendesk documenting every validation action taken on a case.
  • ✓Complete all four intake steps in order before escalating or working with Engineering.
  • ✓Track customers who repeatedly submit incorrect subject lines — flag to your team lead before the 30-day window expires.
  • ✓For the first 10 cases, always verify SharePoint before proceeding — this builds confidence in the end-to-end automation process.
  • ✓If the automation fires multiple times (duplicate internal notes), use the most recent comment and flag duplicates to your Team Lead.

Frequently Asked Questions (FAQs)

Q: Does this SOP apply to all AT&T cases?

A: No. This SOP applies only to AT&T Survey SOW cases that include a Survey attachment. Do not apply it to any other case type.

Q: What if the customer does not respond after being notified of an incorrect subject line or file name?

A: Follow up once via Zendesk. For subject line issues, if no correction is made after 30 days, proceed with the standard rejection response. For file naming issues, escalate to the CSM regardless of customer response.

Q: Do I still need to verify SharePoint after the first 10 cases?

A: No — SharePoint verification is only mandatory for the first 10 cases. After that it is optional unless you suspect a file issue.

Q: The automation posted multiple duplicate internal notes. Which one do I use?

A: Use the most recent automation internal note. Flag the duplicate entries to your Team Lead.

Q: Can I contact Engineering directly via Slack or email?

A: No. Do not contact Engineering (Nicholas Lott-Schwartz) directly. All Engineering communication must go through JIRA only.

References & Related Tickets

  • ZD-159459 Reference Zendesk Ticket
  • SHAREPOINT AT&T Survey SOW folder — designated SharePoint location for verified file uploads.

Related to

Comments

0 comments

Please sign in to leave a comment.

Powered by Zendesk