Support Readiness Pack
Use this page before contacting support or escalating a platform question internally. Complete information helps the support team understand the issue faster and avoids repeated clarification.
1. When to Use This Pack
Use it when:
- a user cannot see or update a record
- a workflow is stuck
- a report number looks wrong
- a KPI appears incorrect
- a screenshot or page does not match expected behavior
- an approval is not reaching the expected approver
- records appear missing, duplicated, or assigned incorrectly
2. Information to Collect
| Information | Example |
|---|---|
| Module | Risk Management, Assessments, Policies, Reports. |
| Page | Risk register, assessment detail, policy approval, dashboard. |
| Record name | The exact risk, assessment, policy, issue, or report name. |
| User affected | The user experiencing the issue. |
| User role | The role or responsibility assigned to the user. |
| Expected result | What the user expected to see or do. |
| Actual result | What happened instead. |
| Filters used | Date range, owner, status, framework, department, severity. |
| Screenshot | Capture the page without exposing unnecessary sensitive data. |
| Time observed | Date and approximate time when the issue happened. |
| Business impact | What decision, report, approval, or work is blocked. |
3. First Checks Before Escalation
- Confirm the user is active.
- Confirm the user has the correct role.
- Confirm the record is assigned to the expected owner or department.
- Confirm filters are not hiding the record.
- Confirm the record status matches the expected workflow stage.
- Confirm the source module data is complete.
- Confirm another administrator can reproduce the issue.
4. Report or KPI Issue Checklist
Before escalating a reporting issue, check:
- selected period
- active filters
- source record status
- source record owner
- due dates
- risk scores
- assessment control statuses
- duplicate records
- recently changed records
If the issue is caused by source data, correct the source record instead of escalating the report.
5. Access Issue Checklist
Before escalating access issues, check:
- user role
- department
- record owner
- module access
- approval assignment
- whether the user is active
- whether the record is restricted by workflow or ownership
6. Escalation Message Template
Use this format:
| Field | Details |
|---|---|
| Summary | One-sentence description of the issue. |
| Module and page | Where the issue happened. |
| Record | Exact record name or reference. |
| User affected | Name and role. |
| Expected result | What should have happened. |
| Actual result | What happened. |
| Steps tried | Filters checked, role checked, status checked, source data checked. |
| Business impact | What work or decision is blocked. |
| Screenshot attached | Yes or no. |
| Urgency | Low, medium, high, or critical. |
7. Urgency Guidance
| Urgency | Use When |
|---|---|
| Low | General question or documentation clarification. |
| Medium | One user or one record is affected, with workaround available. |
| High | Multiple users, key workflow, report, or approval is blocked. |
| Critical | Executive reporting, audit deadline, critical risk, or urgent compliance obligation is blocked. |