Customer Support Checklist

SIDM customers with an open support ticket may be asked to book time with a SoftwareIDM technical resource via our Bookings Page.  Most of the time this will involve assistance over a shared desktop session (either Teams or Zoom).

The following is a checklist to prepare for this support call.

Support Readiness Checklist

Thank you for booking an Identity Panel support call with SoftwareIDM.

Before we start the call, the following are preliminary steps for you to take to ensure that we have the best opportunity to resolve your issue:

1. Check our online SoftwareIDM Knowledge Base (KB) for any published resolution to your problem,
2. Provide us with the latest generated As-Built document from the corresponding Identity Panel environment (DEV/TEST/PROD),
3. Open a browser connection to your application prior to the start of the call
4. Log into both web app and Panel Service host server (e.g. over RDP or via an Azure console)
5. Run Panel Tools on your Panel Service host, running as the service account for SoftwareIDM Panel Service
6. Confirm you are able to share your screen with us:
   It helps if you are able to allow SIDM to request to control your desktop (typically requires a zoom support session, with the full desktop client)
7. Prepare to reproduce the issue or show recent history of the issue (or issues if you have multiple issues for us to diagnose).

In order for SoftwareIDM to meet our SLAs with all of our customers, we advise that if the above tasks have not been completed prior to commencing the call, we may need to reschedule.

SoftwareIDM makes every effort to maintain the currency of our KB articles, and they are most effective when they are referenced in times of troubleshooting, especially in the context of support calls.  If you find an article is either incomplete, out-of-date or you believe is missing altogether, we will be happy to follow-up our call with any KB updates or additions required.

Thanks in advance for your assistance.