How to raise an Incident - P3 : EveryMatrix

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How to raise an Incident - P3

Modified on: Fri, 15 Jan, 2021 at 8:28 AM

When encountering a technical issue, this can be reported to the Incidents team directly (technicalsupport@everymatrix.com) for P1s and P2s and to the MoneyMatrix Support team
(support@moneymatrix.com) for P3s.

In order to report a P3 please bear in mind the MoneyMatrix Support team will require all details that are relevant to the issue you are encountering: name of the site, user IDs, transaction IDs, the step in the deposit/ withdrawal process where the issue occurs, error messages present, screenshots or videos of the issue, and any other details you may find useful.

Once you report the Incident to MoneyMatrix Support via chat or ticket, the investigation will be performed by the relevant technical team(s) and we will keep you updated on the progress or resolution of the case.

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<div class="control-group ticket_section">
                     <label class="  control-label cf_external_round_id_323183-label " for="helpdesk_ticket_cf_external_round_id_323183">External round ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_external_round_id_323183]" id="helpdesk_ticket_custom_field_cf_external_round_id_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_walletbonus_id_323183-label " for="helpdesk_ticket_cf_walletbonus_id_323183">Wallet/Bonus ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_walletbonus_id_323183]" id="helpdesk_ticket_custom_field_cf_walletbonus_id_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_date_and_time_323183-label " for="helpdesk_ticket_cf_date_and_time_323183">Date and time</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_date_and_time_323183]" id="helpdesk_ticket_custom_field_cf_date_and_time_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_platform_device_model_and_browser991962_323183-label " for="helpdesk_ticket_cf_platform_device_model_and_browser991962_323183">Platform, Device model and Browser</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_platform_device_model_and_browser991962_323183]" id="helpdesk_ticket_custom_field_cf_platform_device_model_and_browser991962_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_user_id978117_323183-label " for="helpdesk_ticket_cf_user_id978117_323183">User ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_user_id978117_323183]" id="helpdesk_ticket_custom_field_cf_user_id978117_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_domain_name_323183-label " for="helpdesk_ticket_cf_domain_name_323183">Domain name</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_domain_name_323183]" id="helpdesk_ticket_custom_field_cf_domain_name_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_game_vendor822297_323183-label " for="helpdesk_ticket_cf_game_vendor822297_323183">Game vendor</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_game_vendor822297_323183]" id="helpdesk_ticket_custom_field_cf_game_vendor822297_323183" />
            </div> 
                  </div>

<div class="control-group ticket_section">
                     <label class="  control-label cf_bet_id_323183-label " for="helpdesk_ticket_cf_bet_id_323183">Bet ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_bet_id_323183]" id="helpdesk_ticket_custom_field_cf_bet_id_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_bonuswallet_id_323183-label " for="helpdesk_ticket_cf_bonuswallet_id_323183">Bonus/Wallet ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_bonuswallet_id_323183]" id="helpdesk_ticket_custom_field_cf_bonuswallet_id_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_devicebrowser_323183-label " for="helpdesk_ticket_cf_devicebrowser_323183">Device/Browser</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_devicebrowser_323183]" id="helpdesk_ticket_custom_field_cf_devicebrowser_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_user_id_323183-label " for="helpdesk_ticket_cf_user_id_323183">User ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_user_id_323183]" id="helpdesk_ticket_custom_field_cf_user_id_323183" />
            </div> 
                  </div>

<div class="control-group ticket_section">
                     <label class="  control-label cf_type_of_transaction_323183-label " for="helpdesk_ticket_cf_type_of_transaction_323183">Type of transaction</label>
            <div class="controls   ">
              <select class="  dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_type_of_transaction_323183]" id="helpdesk_ticket_custom_field_cf_type_of_transaction_323183"><option value="">...</option>
<option data-id="9000741150" value="Deposit">Deposit</option>
<option data-id="9000741151" value="Withdrawal">Withdrawal</option></select>
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_transaction_id_323183-label " for="helpdesk_ticket_cf_transaction_id_323183">Transaction ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_transaction_id_323183]" id="helpdesk_ticket_custom_field_cf_transaction_id_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_site_name_323183-label " for="helpdesk_ticket_cf_site_name_323183">Site name</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_site_name_323183]" id="helpdesk_ticket_custom_field_cf_site_name_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_user_id929573_323183-label " for="helpdesk_ticket_cf_user_id929573_323183">User ID</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_user_id929573_323183]" id="helpdesk_ticket_custom_field_cf_user_id929573_323183" />
            </div> 
                  </div>

<div class="control-group ticket_section">
                     <label class="  control-label cf_game_name_323183-label " for="helpdesk_ticket_cf_game_name_323183">Game name</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_game_name_323183]" id="helpdesk_ticket_custom_field_cf_game_name_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_game_round_id_external_323183-label " for="helpdesk_ticket_cf_game_round_id_external_323183">Game round ID (External)</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_game_round_id_external_323183]" id="helpdesk_ticket_custom_field_cf_game_round_id_external_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_transaction_id_external_323183-label " for="helpdesk_ticket_cf_transaction_id_external_323183">Transaction ID (External)</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_transaction_id_external_323183]" id="helpdesk_ticket_custom_field_cf_transaction_id_external_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_player_id_external_323183-label " for="helpdesk_ticket_cf_player_id_external_323183">Player ID (External)</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_player_id_external_323183]" id="helpdesk_ticket_custom_field_cf_player_id_external_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_devicebrowseroperating_system_323183-label " for="helpdesk_ticket_cf_devicebrowseroperating_system_323183">Device/Browser/Operating System</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_devicebrowseroperating_system_323183]" id="helpdesk_ticket_custom_field_cf_devicebrowseroperating_system_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_domain_url_323183-label " for="helpdesk_ticket_cf_domain_url_323183">Domain URL</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_domain_url_323183]" id="helpdesk_ticket_custom_field_cf_domain_url_323183" />
            </div> 
                  </div>
                  <div class="control-group ticket_section">
                     <label class="  control-label cf_aggregatorplatform_323183-label " for="helpdesk_ticket_cf_aggregatorplatform_323183">Aggregator/Platform</label>
            <div class="controls   ">
              <input class="  text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_aggregatorplatform_323183]" id="helpdesk_ticket_custom_field_cf_aggregatorplatform_323183" />
            </div> 
                  </div>

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