Update for the onboarding team

Created by Dada Khalandar khalandar S, Modified on Sat, 29 Mar at 4:34 PM by Dada Khalandar khalandar S

1. Offline chats that land between 9 pm and 9 am will be assigned to the OA Onb group. Every day at 9 am, one person will call the offline cases and reply to the offline tickets accordingly.

2. The onboarding team will handle L2 SBM cases. Any case that requires tech intervention will be moved to the L2 Onboarding (SBM>SMT) group.

3. Jira—Going forward, we will also raise Jira in L2 SBM. Please see the following document for the process to raise Jira.

Please refer to the below document on raising Jira.

https://docs.google.com/document/d/1y3vktFUdl3Kgx3JULIVPu1DR_m2bMKJJGmpU_XxT9bM/edit?tab=t.0