Review HubSpot Issue Pipeline

## System Issues and Fixes Addressing challenges with existing builds and processing systems to resolve operational bottlenecks. ### Reprocessing Existing Builds Identifying solutions for reprocessing legacy builds affected by unresolved issues like "do not use" tags and blank meter fields. - **Bulk update challenges**: Manual identification and reprocessing of thousands of affected accounts is impractical without automated tools or queries. - **Commodity type adjustments**: Converting problematic meters to standardized types (e.g., electric) for easier inactivation, though system constraints prevent direct updates. - **Legacy invoice impact**: Older invoices bypass reprocessing mechanisms, requiring targeted fixes to prevent recurrence in new builds. ### Web Download Helper Issues Resolving task reordering errors causing misallocated payments and processing delays. - **Incorrect upload consequences**: Tasks reordering during web downloads leads to invoices uploaded to wrong accounts, resulting in erroneous payments and reconciliation overhead. - **Processor workload impact**: New team members struggle with error identification, while experienced staff spend extra time verifying placements, reducing overall efficiency. ### Mapping and Integrity Check Failures Troubleshooting UBM (Utility Bill Management) mapping errors triggering integrity checks. - **Field validation gaps**: Key fields (e.g., commodity type, control code) lack standardized validation, causing batch ingestion failures and manual reprocessing. - **Blank line vulnerabilities**: CSV files with blank lines frequently fail ingestion, requiring manual review and resubmission by the operations team. - -- ## Data Services and UBM Operations Optimizing data flows between systems and improving issue resolution protocols. ### Observation Types and Historical Data Leveraging Azure functions to validate service item types and historical meter alignment. - **Real-time data validation**: Using `/docs` endpoint in Azure to pull live service item descriptions, ensuring consistency with BSS/IPS requirements. - **Historical meter discrepancies**: Legacy systems show partial data overlap (e.g., 3 of 7 line items matched), causing automated corrections to skip unmapped entries. ### UBM Error Management Streamlining handling of batches rejected during ingestion. - **Manual reprocessing workflow**: Failed batches emailed to the team are manually re-uploaded, reprocessed, and resent to UBM, focusing on blank-line and commodity mismatches. - **Escaped validation issues**: Some bills with known problems (e.g., "do not use" tags) bypass "ready to send" checks, requiring deeper system audits. - -- ## Reporting and Dashboard Enhancements Developing consolidated reports to improve operational visibility and decision-making. ### Download Activity Monitoring Creating unified reports to track invoice download timeliness and task management. - **Task lifecycle tracking**: Monitoring creation, snooze, completion dates, and assignees to identify bottlenecks in download workflows. - **Vendor/customer metrics**: Including vendor names, customer IDs, and time-to-download metrics to measure efficiency gaps (e.g., 30-day delays). ### UBM Operator Performance Reporting on issue resolution efficacy within UBM processing. - **Validation resolution tracking**: Capturing operator names, bill IDs, validation check IDs/names, and resolution dates to audit fix timelines. - **Error trend analysis**: Aggregating recurring error types (e.g., mapping failures) to prioritize systemic fixes over one-off corrections. ### System Status Reporting Revitalizing the system status dashboard for real-time health monitoring. - **Jira integration**: Linking HubSpot/Zendesk tickets to development workflows to automate issue tracking and resource allocation. - **Data source limitations**: Current reliance on manual data exports hinders scalability; live connections to UBM/DSS data are needed. - -- ## Process Improvements and Integrations Upgrading customer-facing pipelines and security protocols. ### Customer Issue Pipeline Implementing HubSpot for end-to-end customer issue management. - **Phase 1 (Manual)**: Customer Success Managers create tickets directly in HubSpot, replacing ad-hoc tracking methods. - **Phase 2 (Automated)**: Customers submit issues via email/forms to auto-generate tickets, with dashboards for real-time monitoring. ### Onboarding Pipeline Migrating Gantt chart-based onboarding to HubSpot for collaborative tracking. - **Centralized step management**: Replacing Excel with dynamic fields to log stages, owners, and deadlines across all customer onboardings. - **Audit trail requirements**: Tracking step changes and timelines to identify process delays or resource constraints. ### Multifactor Authentication (MFA) Centralization Addressing credential management risks for utility portal access. - **Decoupling from personal devices**: Removing MFA dependencies on employee phones to prevent operational disruptions during turnover. - **Central credential repository**: Researching software solutions to securely store and rotate portal credentials without manual intervention. - -- ## Technical Access and Dependencies Resolving critical knowledge gaps blocking system maintenance. ### Virtual Machine Code Access Securing ownership of proprietary code supporting essential services. - **Deployment visibility gap**: The service’s deployment environment and dependencies are undocumented, risking operational continuity during absences. - **Access negotiation**: Coordinating with the original developer to share code repositories and setup documentation for team-wide access.