Partner support triage checklist
Capture this before contacting MasteryHive support. Redact secrets and raw PII.
Required fields
| Field |
Example / notes |
| Environment |
local / staging / sandbox / production (name MasteryHive issued) |
| Product |
Fraud · KYC · Reconciliation · Case-rule scoring |
| Tenant |
x-tenant-id or tenant_id (not a password) |
| Partner id |
Reconciliation partner_id if applicable |
| Timestamp (UTC) |
When the failure was observed |
| Transaction / session / user id |
transaction_id, session_id, and/or userId |
| Endpoint |
Method + path (e.g. POST /call-and-predict) |
| HTTP status |
e.g. 401, 422, 200 |
| Response body (redacted) |
Error detail / business code; strip tokens and ID numbers |
| Correlation identifiers |
Any request id you generate; resolution_request_id for resolve |
| Request metadata (redacted) |
Content-Type present? Authorization scheme word only (ApiKey vs wrong); headers present/absent — never paste JWTs or private keys |
Optional but helpful
| Field |
Why |
| First occurrence vs intermittent |
Severity |
| Recent deploy / key rotation on your side |
Auth storms |
| Whether scoring returned 200 but report missing |
Use missing report |
| Retry count and whether body changed |
Idempotency |
Do not send
- Private keys, full JWTs, vendor API keys
- Unredacted government ID numbers, full account numbers, live customer documents
- Internal MasteryHive topic names (partners should not need them)
After you collect this
- Apply error-to-action.
- If still blocked, open a ticket with this checklist attached.