Self-hosted Client Ticket Reporting Requirements

Modified on Wed, Jan 29, 2025 at 6:09 PM

When a client is using the self-hosted model, extra data is needed by the Dark Matter Client Success team in order to property triage a reported problem. This mainly comes from the fact the CS team has no visibility into the self-hosted client's Empower implementation (Empower LOS, Empower Setups, configurations, servers, databases, etc). Therefore, the CS team needs as much detail about the reported problem up front in order to help & resolve the issue in a timely manner.

The following are required data points for tickets reported by self-hosted clients. Please provide the answers to these questions/data points in the Description of the issue.

Data Point	Client Response	Description/Reasons
Date issue started		The closest datetime of when the issue was first observed.
Date issue stopped (if relevant)		The datetime that the issue appears to have stopped. This would be a case where an RCA is being requested.
Loan Number(s) Impacted		Please indicate which loans & how many are impacted. If this is impacted all loans, please state "All Loans."
Environments Impacted		Production, lower levels, etc.
Lower-level level duplication of issue		Can the issue be duplicated in any non-production environments?
Error messages received/observed		Any & all error messages that have been observed that relate to the issue being reported.
Detailed error messages from error logs		Since DMT has no visibility into the client's Empower implementation, the client is responsible for gathering & providing any/all errors, stack traces, etc from the error logging system that the client is using to capture Empower error logs.
Detailed/meaningful screenshots of issue		Screenshots are worth 1,000 words! Please include as many screenshots of the issue as possible. Provide descriptions of the screenshots to describe the images where appropriate. When possible, please include the datetime stamp of when the screenshot was taken.
Users impacted		Which Empower users are experiencing the issue?
Number of users impacted		Indicate the number of users impacted, or state "All" if the problem is impacting all users.
Regulations impacted		Please indicate what regulations are being impacted by the issue being reported.
Internal triage efforts and results		What has been done by the client in an attempt to triage the issue? What were the results of the client's triage attempts?
Meeting times/availability		When is the client free to meet with the DMT CS team? Because the client is self-hosted, most the CS triage will need to be done over a meeting. Please be prepared for screensharing as well as have all subject matter experts on the meeting to work with the DMT CS team.