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New Incident Management System - MSSolve

Last Modified Sunday, December 29, 2013
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Incident Deduction Policy Change
*Please note that the incident deduction policy has changed. Your incidents will now be deducted from your account upon closure of the incident. Previously, the incident had been deducted at the time of incident submission.

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The Microsoft Dynamics support teams have a new incident management system, internally referred to as MSSolve. It is built on our own Microsoft Dynamics CRM product as a true showcase of its xRM capabilities. We are now able to work in a single system across all of the Microsoft products and all regions globally. This allows for a single point of contact, and better collaboration across regions, products and specialties. It brings standardized processes and gained efficiencies which drive a consistent experience for you, our valued customer. It also allows us to begin work on some important initiatives to bring more information to our engineers more quickly. In turn, they are able to deliver that information to you.

A change of this magnitude often is accompanied by some short-term hurdles that we will need to overcome. Below you will find some key items we would like you to be aware of as we transition our systems and practices. Please feel free to discuss these items with the Engineer on your support incident and his or her manager as you see fit. We are working to serve you in the best possible way and we need your help to make this happen. We greatly appreciate your patience and understanding through this transition.

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Preferred Contact Method

In the new Microsoft incident tracking system, there are 3 contact methods: E-mail, Phone and Web. Let the Support Engineer that you are working with know which method you prefer.

PHONE – If you would like to receive a phone call from the engineer, request phone.

WEB – Web will be the default selection when you submit a case on CustomerSource. When the engineer replies, you will receive an email notification to let you know the case has been updated on the web and you can access the web site to see the details of the reply. If you do not request a different contact method, you will receive web communications.

E-MAIL - If you would like to view the case notes in the email that you receive from the engineer, ask the engineer to use the E-mail contact method. Make sure you cc casemail@microsoft.com on the emails that you send back and forth to the engineer and include the SR number in the subject, so the case notes are also updated on CustomerSource. If multiple Service Request or Problem numbers exist, the first-one in the e-mail will be used.

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Multiple Reply Buttons

In the new Microsoft incident tracking system, we are able to track multiple related problems in one Service Request. For example you may have an issue installing one of the Microsoft Dynamics products. Through troubleshooting, it is determined there is a SQL Server issue involved. A second problem can be created for the SQL Server support team. In this situation you will see multiple Reply buttons in the incident. It is important to reply to the appropriate problem within the service request to make sure your information reaches the right person, as each problem may have a different support engineer assigned.
You will also find a New Message button in the Communications section of the incident. This can be used at the beginning of the case, prior to the problems being scoped or possibly at the end of the incident when all problems have been closed. You should not use the New Message button when communicating with a support engineer about a defined problem.

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ngimmail@microsoft.com

Please add mailtongimmail@microsoft.com to your safe sender’s list in your email application. Web responses to your incidents will come from this address. This is an unmonitored mailbox, so please do not reply directly to this address. If you would like to email an engineer regarding an incident, send your email to casemail@microsoft.com and include your service request number in the email Subject.

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Time Stamps

You may notice that the time stamp on your incident is in the future.  The time is displayed in UTC or GMT time.

 

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CustomerSource Timeout

CustomerSource will timeout after 30 minutes of inactivity. This setting has been in place since March 1, 2010 for security purposes. While this item is not directly related to the new incident management system, it does impact the overall interaction with Microsoft and therefore we wanted to make you aware of the existence of this item.

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Who to Contact

Please contact mbsservo@microsoft.com if you have additional questions.

http://mbsauthor.partners.extranet.microsoft.com/sites/CSCRM/northamerica/Support/Pages/MD_MSSOLVE_Information.aspx
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