EPIC Goal

Provide the support team with clear documentation on how to troubleshoot authentication provider customer issues. 

Background/Feature Origin

The support/engineering team receives a lot of support tickets on authentication providers. The issues are hard to deal with because customers usually have very specific scenarios that are not covered by the product docs. As a result of this lack of documentation, issues usually get redirected to the engineering team.

Why is this important?

Better documentation and knowledge transfer reduces dependency on engineering for support issues. It also improves customer satisfaction by shortening response times and ensuring consistent, accurate troubleshooting. 

User Scenarios

From support team:

for support we would want to have instructions on what specific config to check and what a proper configuration should look like.  If there could be a list of common errors that would be great.  ie - “If they get THIS error message, check that field A, B, and C are set properly similar to this example and the value of C needs to match the value set in this other config over here.  Supported values for B are X, Y, or Z”.

Dependencies (internal and external)

Acceptance Criteria

Release Enablement/Demo - Provide necessary release enablement details
and documents

DEV - Upstream code and tests merged: <link to meaningful PR or GitHub
Issue>

DEV - Upstream documentation merged: <link to meaningful PR or GitHub
Issue>

DEV - Downstream build attached to advisory: <link to errata>

QE - Test plans in Playwright: <link or reference to playwright>

QE - Automated tests merged: <link or reference to automated tests>

DOC - Downstream documentation merged: <link to meaningful PR>