This tool helps in managing various support incidents.
The support tool provides the following information in different tabs:
- Manage incidents: This is a single window to view all your support incidents raised with Microsoft from your organization across projects. These incidents are classified as premier and non-premier and is based on your support agreement with Microsoft.
- Open work items: This provides a list of the currently open work items.
- Support issues: The project team or business users can submit an issue from within the Dynamics 365 for Finance and Operations, Enterprise edition client or manually create an issue in the LCS. Issues can be investigated by customer or partner team and can also be raised to Microsoft.
- Service request: All service requests are raised with DSE (Dynamics Service Engineer) for any matter related to the production environment.
- Hotfix request: When business users encounter an issue while using the Dynamics 365 for Finance and Operations, Enterprise edition client, they can search to find whether Microsoft has published any hotfixes regarding the same issue. If so, the business user can submit a request for a hotfix, which will be available under this section. The system administrator can assign the request to the IT team for further evaluation.
It is recommended that you rightly classify the severity of the issue when submitting to Microsoft, as they will ensure that you are on top of the issue and that you know the background well to help the support team quickly get on the same page; hence providing a better chance for an accurate and early resolution.