Quick Links
Reset Enterprise ID Password |Technical Issues/Request (SysAid)|Hometown User Application Access Guides: Non-Company Stores |Company Stores | More Useful Links

avatar  


Recently viewed tickets

Log out

Fusion Support Updates

Article SME: Andrew Medellin or Chris Reed (updated: 09/27/16)

Effective immediately, the following updates have been made to how we will continue to support you with turning Fusion off and on to ensure the best customer experience possible.
The specifics of the process change are explained in detailed steps below. However, the following bullets outline the key changes:
· Stores may now submit fusion off/on requests themselves, they are simply required to copy their DSM to ensure DSM awareness of the request. s to be turned off due to systems related issues, stores must email support@shos.com (copying their DSM) with fusion in the subject of the email and the request in the body of the email.

If you have already opened a ServiceNow ticket regarding your Fusion related issues, please include the ticket # in the body of the email. See an example below:

To: support@shos.com
Cc: DSM email
Subject: Fusion 3085

Message Body:
Please turn OFF fusion for 3085
ServiceNow ticket # S123456

The above email will automatically notify the Hometown Solutions team of the ticket via email who will quickly turn off fusion for the store, but it also tracks the ticket in our ticketing system so when we have multiple requests we can more easily track which requests have been completed.
· As the sender of the email, you will get an automatic email confirmation of the ticket receipt and you and your DSM will receive a ticket update email notifying you that fusion has been turned off.
o If you did not provide your ServiceNow ticket # with the original request, reply to this email notification with the ServiceNow ticket # for reference.

· The Hometown Solutions team will turn off fusion for 2 business days.
o If a ServiceNow ticket number was provided, Hometown Solutions team will review to determine if Fusion issue has been resolved.
§ If issue has been resolved, Fusion will immediately be turned back on.
§ If issue has not been resolved, Fusion will be extended off for an additional day.
§ This process will be repeated until the Fusion issue has been resolved.
o If a ServiceNow ticket number has not been provided, Hometown Solutions will request again from the store and advise fusion will automatically be turned on the next morning unless we receive.

Requests to turn Fusion Back On
To request Fusion be turned back on earlier than scheduled (per above guidelines), you may reply to any SHOS Support email notification regarding your original request to turn fusion off and the Hometown Solutions team will turn fusion back on for your store.
Put in the body of the email "Please turn ON fusion for 3085 ServiceNow ticket # S123456 "
Store Closures (Weather-Related, Power Outage, Local Emergency, etc.)
If you store is closing for any reason, you are required to report the store closure and reason to your DSM prior to closing.
· Your DSM will complete the Store Closure Form on the LP Dashboard.
· When they complete the store closing form an email is immediately sent to support@shos.com instructing the Hometown Solutions team to turn off fusion.
· When the DSM submits the store closure form again to confirm the store has re-opened, an email is immediately sent to support@shos.com instructing the Hometown Solutions team to turn fusion back on.