PrismOne

1. Install Prism and complete the first checks

Prism is the Discord bot. PrismOne is its web dashboard. They share server configuration and moderation records, but the website loading does not prove the bot is connected.

Use Invite Prism on this site. Select a server you are authorised to manage, review the requested permissions and complete Discord authorisation. Confirm Prism appears in the server member list.
Position Prism’s highest role above the roles it will assign and the members it will moderate. Administrator does not bypass Discord role hierarchy or allow moderation of the server owner.
Choose Dashboard and sign in with the Discord account that has access to your server. Select the server in the server switcher. If it is missing, use the access troubleshooting checklist below.
Configure access roles first, then log destinations, modules and tickets. Save the relevant configuration area, refresh and confirm the saved values remain visible.
Run /config view to inspect configuration and /diagnose for setup checks. Test a harmless action, confirm its result in Discord and confirm the expected log arrived. Test with a lower-access staff account before launch.

2. Navigate PrismOne

Choose the server before making changes. A Discord user ID, server ID, role ID and channel ID identify different resources, so check that you copied the right one.

Overview provides server summaries and shortcuts. Server configuration controls the server’s settings. Members provides the member directory and available member actions.
Incidents contains moderation cases. Staff manages configured staff access. Activity shows recorded activity. Operational is an Arriva operator-only area, not a normal server administrator feature.
Use the header refresh control to retrieve current information. Ctrl or Cmd + K opens navigation and server switching. Use the theme control to change between light and dark mode.
Dashboard links include the selected server and page, such as /SERVER_ID/dashboard/tickets#automation. Refreshing, bookmarking, sharing a link and browser Back or Forward restore that location. Tickets supports panels, tags, automation and live sections. Configuration and Modules also provide section links. Discord sign-in preserves the destination.
For an exact target, enable Developer Mode under Discord Settings, Advanced. Right-click the relevant resource and use Copy ID where available. Verify the target before submitting a moderation action.

3. Configure Automatic or Custom access

Prism capabilities and Discord permissions are separate checks. Passing one does not grant the other.

Map the Discord roles your staff actually hold to Prism access levels. Choose labels and colours that fit your organisation, rather than creating roles named Staff, Mod or Admin just to match old examples.
Choose Automatic if you want native Discord permissions to contribute to Prism access alongside configured mappings. Choose Custom if access should come from explicitly mapped Prism roles rather than native permissions overriding your selection.
Review separate capabilities for viewing the dashboard and cases, issuing actions, editing or deleting cases, managing members, managing staff and editing configuration. Choose the lowest suitable thresholds.
Before switching to Custom, make sure your own mapped access can still edit configuration. Test the result with each staff role, including a non-administrator account.
Review command-specific access overrides and enabled commands. Separately configure ticket support-role capabilities. Save, refresh and repeat a low-risk test.

4. Moderate members and work with cases

Record a clear reason and verify the actual Discord result, especially when a request times out.

Select a member or use the available exact-ID action. Confirm the server, user and intended action before submitting. Ban actions can target a user who is not currently in the server when an exact user ID is supplied.
Use /warn and /strike for records, /note for a staff note, /mute for a Discord timeout, /unmute to remove it, /kick to remove a current member, /ban or /tban for bans and /unban to remove a ban.
Review records with /history, /warnings, /strikes and /case. Use /baninfo to inspect a ban and /modstats for moderator statistics. The dashboard and slash commands use the same case system.
Correct a reason with /reason where authorised. /delwarn, /delstrike and /clearwarns revoke applicable records. Review the incident controls carefully before permanently deleting a record.
After a timeout or connection error, inspect the member state, ban list or case history before trying again. A request may have completed even if its response did not reach you.

5. Build and publish a ticket panel

Discord server tickets are separate from the Arriva Corporation support chat on this website.

Open ticket configuration for the selected server. Create or select a panel, name it and choose its posting channel. Set its title, description, colour, optional author/footer, image and thumbnail.
Add ticket types such as Support or Verification. Set each type’s label, description and emoji, and choose open and closed categories. Confirm Prism can create and manage channels in the selected categories.
Assign one or more support roles to each type. Review view, claim, close, reopen, delete, add-user, remove-user, reassignment and tag permissions. Staff who can read a channel may still lack permission to use its management controls.
Configure the welcome message, naming, staff pings, per-user open limit and optional form questions. Discord forms support up to five text fields. Panels and types are bounded by product and Discord limits.
Choose the transcript and ticket-log settings. Prism needs the appropriate channel access, message history and file permissions. Verify the transcript destination before enabling automatic deletion.
Save the configuration and publish the panel to Discord. If an existing panel is stale after a change, re-publish and test a fresh interaction rather than an old open form.
Test opening as a normal member, viewing as each support role, claiming, closing, transcript delivery, reopening and deletion. Do not use Administrator accounts as your only permission test.

6. Run tickets day to day

Use the controls in a ticket channel or the corresponding /ticket command. Discord’s command picker shows the exact options available on the deployed bot.

Use /ticket claim and /ticket unclaim for assignment. Use /ticket reassign to hand the work to another staff member. Claiming is a workflow signal, not a guarantee that other authorised staff cannot read the channel.
Use /ticket add and /ticket remove to manage participants. Check the member and ticket before changing access. Use /tag for a configured reusable response.
Close when the work is complete. Check the transcript in its configured destination. Reopen if additional work is required. Delete only when the retained evidence and applicable server policy permit it.
Use /open-behalf to open for another member when your ticket-support access permits it. Select the appropriate configured panel and type using the command picker.
When an opener leaves the server, Prism can notify the ticket. Review it rather than assuming the issue was resolved. There are no documented standalone /close or /transcript commands.

7. Modules, welcome messages and AutoMod

Enable only the commands and event categories that your community needs.

In Modules, review individual command toggles and permission overrides. A disabled command may still appear in Discord because it remains registered, but Prism refuses its use in that server.
Enable welcome and farewell messages only with an appropriate destination. Configure the supported text, embed fields and placeholders, then test a join or departure where practical.
For autorole, select the role to give new members. Prism needs Manage Roles and must be above that role. Check the new member’s actual roles after testing.
Configure native Discord spam and mention-spam protection if wanted. These controls save separately and immediately, rather than relying on Save modules. Prism manages its own rules without replacing unrelated Discord rules.
Confirm you have the required management access and Discord Manage Server permission. Discord rule limits can prevent creation of additional AutoMod rules.

8. Configure and interpret logs

Moderation logs, gateway events and Discord audit entries are different sources, not interchangeable proof of an action.

Choose moderation and event destinations, then enable the event categories you need: members, messages, channels, roles, expressions, invites, voice, server and audit.
Confirm View Channel, Send Messages and Embed Links in the actual destinations, including category and channel overwrites. Keep sensitive log channels restricted to appropriate staff.
Test a real low-risk change and inspect delivery. Some message content is unavailable if Prism did not receive or cache it before deletion or editing.
For suspicious role-update logs, compare the member’s actual roles and Discord audit history. A gateway snapshot difference does not always establish an actor or prove someone changed roles at that moment.
If false additions recur, collect the approximate time, member ID, roles listed and redacted audit evidence for human support. Do not accuse a member based only on an unexplained embed.

9. Utility, community and fun commands

Use /help for the implemented catalogue and the Commands page for grouped names. Exact argument choices come from Discord’s command picker.

Inspect members and resources with /userinfo, /serverinfo, /roleinfo, /channelinfo, /permissions, /timeoutinfo, /rolemembers and /inviteinfo. /ping, /uptime, /botinfo and /diagnose help with diagnostics.
Use /avatar, /servericon, /serverbanner, /emojiinfo, /snowflake and /membercount for supported information. These commands do not bypass private-channel or account access controls.
Use /poll for polls and /report for a private staff report. Use /announce for an authorised channel announcement. Check its audience and content before publishing.
Use /remindme to schedule a personal reminder, /reminders to review yours and /cancelreminder to cancel one. Supported durations run from 10 seconds to 365 days. Delivery depends on service and Discord availability.
Fun options include /coinflip, /roll, /choose, /eightball, /rockpaperscissors, /rate, /joke, /fact and /ship. Ratings and compatibility are entertainment, not factual judgements about people.
For channel management, /slowmode, /lock, /unlock and /lockdown affect access or posting. /purge, /purgeuser and /purgebots have Discord bulk-delete limits, including message-age restrictions.

10. Troubleshooting checklist

Start with the symptom and the actual error. Do not change permissions blindly or repeatedly run destructive actions.

No servers to manage: check the signed-in Discord account, server membership, Prism membership, Automatic or Custom access, mapped role IDs and the dashboard-view capability. Refresh once and check public status if loading failed.
Member missing: clear filters, search the exact ID, verify current membership and refresh. If reproducible in a large server, report the page, ID and redacted error. Missing search results do not prove a member was deleted.
Command missing or refused: check enabled modules, command toggles, access overrides and Discord integration permissions. Refresh Discord. Unresolved registration problems need Arriva support, not your bot token.
Moderation or role action refused: check both the actor’s Prism capability and the bot’s Discord permissions and hierarchy. Prism cannot moderate the server owner or manage roles at or above its highest role.
Ticket panel or form stale: save the current configuration, re-publish and use a fresh panel interaction. For visibility, check category overwrites and support role IDs. For missing transcripts, verify destination and file permissions.
Connection error: open the public status page, wait briefly and refresh once. Sign in again for an expired session. If persistent, send human support the time, page or command, expected result and redacted error text.

11. AI and human support

Prism AI is owned and operated by Arriva Corporation. It offers guidance, not live access to your server or account.

Sign in with Discord and choose a support option before sending. Choose AI for ordinary setup, commands and troubleshooting. AI requires the displayed age confirmation and processing consent.
Choose human support for complex or unresolved issues, account/access restrictions, security reports, privacy requests and legal questions. Typical human response time is within 24 hours, not guaranteed.
Describe the page or command, expected result, actual result and approximate time. Paste redacted error text. Never send passwords, tokens, API keys, service-account files, session cookies or identity documents.
Messages support Markdown, including lists, bold text, links and code blocks. Enter sends, Shift + Enter adds a line. Use the expand control for fullscreen and Escape to exit it.
Image attachments support PNG, JPEG, WebP and GIF up to 8 MB and are hosted by ImgBB. Images are not forwarded to AI, so paste relevant visible error text if you need automated guidance.
AI has a 15-second question cooldown and a per-conversation hourly limit. A cooldown now waits and retries the saved question once. If an answer is still missing, use Retry unanswered question rather than posting duplicates.
You can change support option to reach a person. Staff replies stop AI handling. AI is restricted to Prism and PrismOne support, not general-purpose maths, writing or unrelated questions. Clear closing messages such as “that’s all, thank you” or “please close this chat” can close an AI conversation. A simple thanks while still discussing a problem does not automatically close it.
Closed conversations show a notice and disable text, attachments and sending. Use Reopen conversation, then explicitly select AI or human support to continue. Staff must reopen a closed conversation before replying. Refresh before retrying after a state change, and check the latest reply so you do not repeat an answered question.

12. Security and escalation

Good access configuration matters as much as bot permissions.

Use least-privilege staff roles and test lower-access accounts. Keep moderation logs, tickets and transcripts visible only to intended recipients. Review access after staff leave.
Do not publish environment files, tokens or screenshots containing secrets. If one is exposed, revoke or rotate it with the issuing provider. Removing a screenshot alone does not make the old credential safe.
For suspected account abuse or a vulnerability, choose human support and provide a minimal redacted description. Do not exploit another server or access someone else’s records to demonstrate a problem.
For deletion, privacy and legal requests, contact human support and refer to Arriva Corporation’s legal page. AI guidance does not replace a staff-reviewed decision.

Need more help?

Contact Prism support, check service status, or read our Privacy Policy, Terms and Arriva Corporation legal documents. Include the steps you tried and the exact redacted error, not your credentials.