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Raise a support ticket

Describe the problem, choose the service, environment and severity, and get a ticket reference to follow it by.

Applies to Moraph Support as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.

Last reviewed 2 min readReport a problem
On this page
  1. Before you start
  2. Steps
  3. For a critical incident
  4. What happens next
  5. If something goes wrong

Before you start

  • You need a Moraph account. Sign in at support.moraph.com with it.
  • Any account can raise S3 Normal and S4 Low tickets. To raise S1 Critical or S2 High tickets, your account must belong to your organization.
  • Have the details ready: what happened and when, who is affected, what you have tried, and any exact error messages.

Steps

  1. In Moraph Support, choose New ticket.

  2. Enter a Subject: one line saying what is wrong and where, for example “Payments file rejected since 08:00”.

  3. Choose a Category: Incident or outage, Something isn’t working, Question, Access or account request, Change request, Security concern, or Billing.

  4. Choose the Environment: Production, Test or staging, or Other.

  5. Choose the Service or solution the ticket is about, or leave it on Not sure / other.

  6. Choose a Severity that matches the impact. Each option describes when to use it; see Choosing a severity.

  7. Write the Description: what happened, when it started, who is affected, what you have tried, and any error messages. Include times with your time zone.

  8. Choose Raise ticket.

    Result

    The ticket opens with the message Ticket MS-XXXXXX raised. We have emailed you a confirmation. The email’s subject starts with the reference, for example “[MS-7KQ2PD] We have your request: …”.

Warning

Don’t put passwords, secrets or full records of patients, customers or citizens in a ticket. If Moraph needs data like that, the support team will arrange a secure way to receive it.

For a critical incident

Choose S1 Critical, and the category Incident or outage (or Security concern for a suspected security incident). Then call the support number in your organization’s service agreement. The confirmation email reminds you to call.

What happens next

The Technical Assistance Center checks the severity with you and routes the ticket to the team that can fix it. Updates and questions appear on the ticket and by email. See Follow a ticket and reply.

Response and resolution targets are the ones in your organization’s service agreement with Moraph.

If something goes wrong

MessageWhat to do
S1 and S2 tickets need an account linked to your organization.Raise it as S3 or S4, ask a colleague whose account is in your organization to raise it, or call the support number in your service agreement. To join your organization, see Join your organization.
Please complete the subject, category, environment, severity and description.Fill in every field marked with an asterisk.
You have raised a lot of tickets in the last hour.You have raised 20 tickets in the last hour. Add to an existing ticket instead, or try again later.

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