> ## Documentation Index
> Fetch the complete documentation index at: https://docs.joinfindu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Partner Management

> Complete guide for onboarding and supporting partners

# Partner Management Guide

This guide covers the complete partner lifecycle from initial onboarding to ongoing support.

## Partner Onboarding Process

### Step 1: Create Organization & Entity

<Steps>
  <Step title="Navigate to Partner Management">
    Internal Dashboard → Partner Management → Create New Partner
  </Step>

  <Step title="Create Organization">
    ```
    Organization Name: University of Example
    Type: University/College/Company/Nonprofit
    ```

    Organizations are top-level containers for all entities.
  </Step>

  <Step title="Create Entity">
    ```
    Entity Name: Admissions Office
    Type: Admissions/Program/Department
    Link to School: Search and select if applicable
    ```

    Entities represent specific departments or programs.
  </Step>
</Steps>

### Step 2: Generate Invitation

<Steps>
  <Step title="Find Created Entity">
    The entity appears in Partners list with "Pending" status
  </Step>

  <Step title="Generate Code">
    Click "Generate Code" and enter:

    * Admin email (MUST match signup email)
    * Expiry (default 7 days)
  </Step>

  <Step title="Share Securely">
    Copy invitation URL and send via:

    * Secure email
    * Scheduled call
    * Partner portal
  </Step>
</Steps>

### Step 3: Partner Activation

The partner will:

1. Visit invitation URL
2. Create account with matching email
3. Automatically become entity admin
4. Complete profile setup

### Example Organization Structures

<Tabs>
  <Tab title="University">
    ```
    University of Nebraska–Lincoln
    ├── Admissions Office
    ├── Raikes School of Computer Science
    ├── College of Business
    └── College of Engineering
    ```
  </Tab>

  <Tab title="High School">
    ```
    Lincoln High School
    ├── Counseling Department
    └── College & Career Center
    ```
  </Tab>

  <Tab title="Company">
    ```
    TechCorp Educational Foundation
    ├── Scholarship Program
    └── Mentorship Initiative
    ```
  </Tab>
</Tabs>

## Support Workflows

### Common Support Tickets

<Accordion title="Can't Log In">
  **Troubleshooting Steps:**

  1. Verify email in `partner_users` table
  2. Check for typos (case-sensitive)
  3. Test password reset flow
  4. Check auth logs for errors

  **Quick Fix:**

  ```sql theme={null}
  -- Find user
  SELECT * FROM partner_users WHERE email ILIKE '%partner.email%';

  -- Check recent auth attempts
  SELECT * FROM auth.audit_log_entries 
  WHERE user_email = 'partner@email.com'
  AND created_at > NOW() - INTERVAL '24 hours';
  ```
</Accordion>

<Accordion title="Missing Features/Permissions">
  **Troubleshooting Steps:**

  1. Check role and permissions
  2. Verify entity is visible
  3. Confirm affiliation exists

  **Quick Fix:**

  ```sql theme={null}
  -- Check permissions
  SELECT pa.*, pe.name, pe.show_in_app
  FROM partner_affiliations pa
  JOIN partner_entities pe ON pa.entity_id = pe.id
  WHERE pa.partner_user_id = 'USER_ID';

  -- Grant admin access if needed
  UPDATE partner_affiliations 
  SET role = 'admin', 
      permissions = '{"all": true}'::jsonb
  WHERE id = 'AFFILIATION_ID';
  ```
</Accordion>

<Accordion title="Can't Invite Team Members">
  **Common Causes:**

  * User lacks admin/manage\_team permission
  * Entity relationship issue
  * Invalid email format

  **Quick Fix:**

  1. Verify user has admin role
  2. Check entity exists and is active
  3. Test with different email
  4. Generate manual invitation if needed
</Accordion>

<Accordion title="No Analytics Data">
  **Troubleshooting Steps:**

  1. Check for student interactions
  2. Verify date range
  3. Confirm entity linkage

  **Quick Fix:**

  ```sql theme={null}
  -- Check interactions
  SELECT COUNT(*) FROM student_school_interactions
  WHERE partner_entity_id = 'ENTITY_ID'
  AND interaction_date > NOW() - INTERVAL '30 days';
  ```
</Accordion>

## Ticket Response Templates

### Initial Response

```
Hi [Partner Name],

Thank you for contacting FindU support. I've received your request 
(Ticket #[ID]) and I'm looking into this right away.

I'll have an update for you within [timeframe based on priority].

Best regards,
[Your Name]
FindU Support Team
```

### Information Request

```
Hi [Partner Name],

To help resolve this quickly, could you please provide:

1. What were you trying to do when this occurred?
2. Any error messages you saw (screenshots help!)
3. Which browser/device you're using
4. When you first noticed this issue

This information will help me identify and fix the problem faster.

Best regards,
[Your Name]
```

### Resolution Confirmation

```
Hi [Partner Name],

Good news! I've resolved the issue you reported. Here's what I did:
[Brief explanation of fix]

Please try [specific action] again and let me know if everything 
is working as expected.

I'll keep this ticket open for 24 hours in case you need any 
clarification.

Best regards,
[Your Name]
```

## Database Troubleshooting

### Key Queries

<CodeGroup>
  ```sql Find Partner theme={null}
  -- Search by email
  SELECT pu.*, pa.*, pe.name as entity_name
  FROM partner_users pu
  LEFT JOIN partner_affiliations pa ON pu.id = pa.partner_user_id
  LEFT JOIN partner_entities pe ON pa.entity_id = pe.id
  WHERE pu.email ILIKE '%search-term%';
  ```

  ```sql Check Permissions theme={null}
  -- View all permissions for a user
  SELECT 
    pu.email,
    pe.name as entity,
    pa.role,
    pa.permissions
  FROM partner_affiliations pa
  JOIN partner_users pu ON pa.partner_user_id = pu.id
  JOIN partner_entities pe ON pa.entity_id = pe.id
  WHERE pu.id = 'USER_ID';
  ```

  ```sql Fix Visibility theme={null}
  -- Make entity visible
  UPDATE partner_entities 
  SET show_in_app = true,
      onboarding_status = 'completed'
  WHERE id = 'ENTITY_ID';
  ```

  ```sql Recent Activity theme={null}
  -- Check recent partner activity
  SELECT * FROM student_school_interactions
  WHERE partner_entity_id IN (
    SELECT entity_id FROM partner_affiliations 
    WHERE partner_user_id = 'USER_ID'
  )
  ORDER BY interaction_date DESC
  LIMIT 50;
  ```
</CodeGroup>

## Escalation Guide

### When to Handle Yourself

* Password resets
* Permission updates
* Basic troubleshooting
* Invitation regeneration

### When to Escalate

* Database corruption
* Missing foreign keys
* Auth system issues
* Feature bugs
* Security concerns

### Escalation Process

1. Document all troubleshooting steps
2. Include relevant queries/results
3. Create detailed GitHub issue
4. Tag in #partner-support channel
5. Follow up with engineering

## Best Practices

<CardGroup cols={2}>
  <Card title="Always Verify" icon="shield">
    Confirm partner identity before making account changes
  </Card>

  <Card title="Document Actions" icon="pencil">
    Log all support actions in ticket system
  </Card>

  <Card title="Test First" icon="flask">
    Try fixes on test accounts before production
  </Card>

  <Card title="Follow Up" icon="message">
    Check back after 24 hours to ensure issue resolved
  </Card>
</CardGroup>

## Quick Reference

**Priority Response Times:**

* 🔴 Urgent: 1 hour
* 🟡 High: Same day
* 🟢 Normal: 24 hours
* ⚪ Low: 48-72 hours

**Common Issues:**

* Login problems → Check email/auth
* Missing features → Verify permissions
* No data → Check interactions
* Can't invite → Confirm admin role

**Useful Links:**

* [Database Queries](/internal/common-queries)
* [Ticket Templates](#templates)
* [Escalation Process](#escalation)