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Moraph Support

Supporting Moraph products: triage, severity and troubleshooting

Triage problems with Moraph products before you raise a ticket, choose a severity from product-specific examples, fix the common issues yourself, and know when Moraph or a vendor takes over.

Practitioner2 hr 14 min13 lessonsFor Support teams, AdministratorsCertificate of completion

Lesson plan (printable)

About this course

When something goes wrong with a Moraph product, the first person to hear about it is usually not Moraph. It is someone at your organization: a help desk analyst, a super-user in the team, or a product administrator. What that person does in the first few minutes decides whether the problem is fixed locally, routed to the right owner, or raised with Moraph as a ticket that can be worked straight away.

This course teaches that first response. It uses five products as examples: the AML & SAR Automation Hub, the Credentialing & Privileging Portal, the FOIA Redaction Engine, the Permitting & Licensing Accelerator and the managed Identity Access Management service built on Okta. You will learn a triage routine, how to use Moraph Status and Moraph Docs, how to choose a severity from each product's documented examples, what to put in a ticket, how to fix the most common issues yourself, and how escalation works when a platform vendor is involved. All examples use fictional organizations and data.

What you’ll be able to do

  • Run a consistent triage routine on a reported problem before deciding whether to raise a ticket
  • Use Moraph Status and Moraph Docs to rule out known incidents and find documented fixes
  • Decide whether a problem belongs to Moraph, your own teams, an outside source or a platform vendor
  • Choose a severity for a product problem using the documented examples for that product
  • Write a ticket that includes the references and evidence Moraph needs, and leaves out what it must not contain
  • Fix the most common issues in Moraph products that are caused by data, roles, settings and Work API keys
  • Escalate problems with a managed platform such as Identity Access Management through Moraph, and act on your side during a vendor outage

Skills you’ll gain

  • Problem triage
  • Severity assessment
  • Ticket writing
  • Product troubleshooting
  • Vendor escalation
  • Using Status and Docs

Before you start

  • You have completed Working with Moraph Support, or already know the S1 to S4 severities and how to raise a ticket
  • Your account belongs to your organization in Moraph Support, so you can raise tickets at every severity
  • You are the help desk, super-user or administrator people go to first when a Moraph product misbehaves
  • Recommended first: Working with Moraph Support

Syllabus

3 modules · 8 readings · 1 practical exercise · 4 assessments

  1. Module 1Triage before you raise a ticket

    1. Reading: Your role as first-line supportReading · 9 min
    2. Reading: A triage routine that works for every productReading · 11 min
    3. Reading: Using Moraph Status and Moraph DocsReading · 9 min
    4. Assessment: Module 1 knowledge checkAssessment · 6 min

  2. Module 2Severity and tickets

    1. Reading: Choosing a severity, product by productReading · 12 min
    2. Reading: What to put in a product ticketReading · 10 min
    3. Practical exercise: Practical: triage a morning of reportsPractical exercise · 15 min
    4. Assessment: Module 2 knowledge checkAssessment · 6 min

  3. Module 3Troubleshooting and escalation

    1. Reading: Common issues and their fixesReading · 12 min
    2. Reading: Roles, settings and Work API keysReading · 11 min
    3. Reading: Managed platforms and vendor escalationReading · 12 min
    4. Assessment: Module 3 knowledge checkAssessment · 6 min
    5. Assessment: Final assessmentAssessment · 15 min

What completion gives you

Complete every lesson and pass each assessment to complete the course. You then get a completion record in My learning, and a certificate of completion you can print or share, with a code anyone can check at academy.moraph.com/verify.

Completion is not certification

Course completion records and certificates of completion show that a person completed a Moraph Academy course. They are not a Moraph certification (which needs the certification exam), a professional license or an accreditation, and they do not authorize anyone to configure, operate, resell or support Moraph products on Moraph’s or anyone else’s behalf.

Course updates

  • Version 1 · · First version.