Lesson plan

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.

Back to the course

Product: Moraph Support
Level: Practitioner
For: Support teams, Administrators
Total time: 2 hr 14 min
Lessons: 13 in 3 modules
Assessments: 4

Course objectives

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

Before the course

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

Module 1: Triage before you raise a ticket (35 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Your role as first-line support	Reading 9 min	Describe what a client help desk or super-user does before Moraph is involved Tell apart problems Moraph Support handles from problems that belong to your own teams or an outside source Use a product's support scope to route a problem to the right owner	Reading
A triage routine that works for every product	Reading 11 min	Work through a five-step triage routine on a reported problem Use scope, recent changes, roles and Work API keys to narrow down a cause Decide at the end of triage whether to fix, route or raise a ticket	Reading
Using Moraph Status and Moraph Docs	Reading 9 min	Match a reported problem to an active incident or planned maintenance on Moraph Status Find a product's troubleshooting guide and documented fixes in Moraph Docs Decide when to follow an incident and when to raise a ticket anyway	Reading
Module 1 knowledge check	Assessment 6 min	Check that you can route a problem to its owner Check that you can apply the triage routine and use Status and Docs	5 questions · pass mark 70% · unlimited attempts

Module 2: Severity and tickets (43 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Choosing a severity, product by product	Reading 12 min	Apply the S1 to S4 definitions to problems in specific Moraph products Recognize the product situations that are S1 because data is exposed or a deadline-critical service is unusable Explain why the same symptom can have a different severity depending on scope and workaround	Reading
What to put in a product ticket	Reading 10 min	Include the record references, sources and evidence each product's support team needs Prepare screenshots and examples that hide personal and sensitive details Recognize information that must never go in a ticket, including classified information	Reading
Practical: triage a morning of reports	Practical exercise 15 min	Apply the triage routine to several realistic reports Decide for each report whether to fix it, route it or raise a ticket, and at what severity Draft one complete ticket that includes what Moraph needs and nothing it mustn't receive	Practical exercise with a checklist
Module 2 knowledge check	Assessment 6 min	Check that you can choose a severity for product problems Check that you know what to include in a product ticket and what to leave out	5 questions · pass mark 70% · unlimited attempts

Module 3: Troubleshooting and escalation (56 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Common issues and their fixes	Reading 12 min	Recognize the most common documented issues in four Moraph Apps products Apply the documented fix, and know when the fix ends in a ticket Explain why many reported problems are caused by data at the source rather than by the product	Reading
Roles, settings and Work API keys	Reading 11 min	Check a person's role when they can't see or do something they expect Use Settings Activity and Allowed moves to explain an unexpected change in behavior Diagnose and fix an integration that stopped because its Work API key was revoked or expired	Reading
Managed platforms and vendor escalation	Reading 12 min	Explain who does what in support for a managed platform such as Identity Access Management Triage an identity problem and decide whether it belongs to your help desk, Moraph or Okta Act on your side during a vendor outage, including the break-glass plan	Reading
Module 3 knowledge check	Assessment 6 min	Check that you can apply documented fixes for common product issues Check that you can escalate managed platform problems correctly	5 questions · pass mark 70% · unlimited attempts
Final assessment	Assessment 15 min	Show that you can triage, route and raise problems with Moraph products correctly Show sound judgment on severity, ticket content and vendor escalation	12 of 18 questions · pass mark 80% · 3 attempts

Completing the course

Every lesson must be completed: reading lessons are marked complete by the learner, exercises when every checklist item is confirmed, and assessments only when passed. Completing the course issues a certificate of completion with a verification code.