When you receive a report from a customer that they are unable to access the ResourceOne, use the following questions as a metric to clarify the scope of the issue:

• Are all users within their organization experiencing the issue?
• Are users having these issues from multiple physical locations?

If the impact is only a sub-set of users or there is a workaround then this is NOT Sev-1.

If the access issues are impacting all users and do not appear isolated to the customer's network due to impacting only a single location, gather the following details:

• When did the issue first appear / When were they last able to access the UI?
• Is the issue intermittent or consistent?
• Can you reproduce the issue on your end with a test site?
• Have we received any other similar reports recently from other customers?
  
  • Note: Check recent Zendesk and Jira tickets.
• Collect any Errors produced when accessing ResourceOne.
  • Note: Check the Browser Developer Console for any errors.

After collecting these details, if no Engineering Jira exists, submit a Showstopper Engineering Incident request to COTRAC Jira Project.

When you receive a report from a customer that they are unable to use an important/primary feature of ResourceOne, use the following questions as a metric to clarify the scope of the issue:

• Are all users within their organization experiencing the issue?
• Can you reproduce the issue on your end with a test site?

If the impact is only a sub-set of users or there is a workaround then this is NOT Sev-1. If the issue impacts all users and you cannot reproduce the issue on your end, take steps to isolate whether the trouble is related to CoreTrac using the appropriate isolation steps within ResourceOne Troubleshooting Overview (Link PENDING).

If the aforementioned feature appears to be getting stuck within CoreTrac, collect any Error messages that appeared and submit a Showstopper SaaS Incident request to COTRAC Jira Project.