When reporting a problem ticket for the Empower application, please include as much relevant information as possible. Information to consider would be as follows:
- A detailed explanation of the issue, including the Environment (production, CIT, UAT) in which the problem occurred/is occurring.
- The more details you can provide here, the quicker and more effectively the Client Success team will be able to help resolve the problem.
- Expected vs Actual outcome.
- Impact of the problem (ex: Regulatory, Financial, Borrower, Operational, etc).
- Number of loans impacted (if known).
- Loan numbers impacted (if known).
- Datetime of when the issue occurred, began occurring, and/or was detected.
- Number of users impacted, when relevant.
- Can the issue be duplicated in a lower level environment?
- If so, in which environment was the issue duplicated?
- And what lower level loan number was used to duplicate the issue?
- Steps to repeat the issue, if known.
- Please include details AND screenshots when applicable.
Remember that the more information that you can provide, the better. If this is an urgent matter, then please provide as much info as is known but make sure to get the ticket submitted as soon as possible.
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