LCS has several options that can help you manage various support incidents.
The support options are as follows:
- Manage incidents: This is a single window that you can use to view all the support incidents that have been raised with Microsoft from your organization across projects. These incidents are classified as premier and non-premier and are 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 Microsoft D365FO client or manually create an issue in the LCS. Issues can be investigated by a customer or partner team and can also be raised to Microsoft.
- Service request: All service requests are raised with the Dynamics Service Engineer (DSE) for any matter related to the production environment.
- Hotfix request: When business users encounter an issue while using the Microsoft D365FO client, they can search to find out whether Microsoft has published any hotfixes regarding the 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.
- Self-service tools:
- Deploy sandbox: Deploy your cloud VM as part of the subscription for Tier-2
- Code deployment: Deploy code packages
- Move database
- Restart services
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 of it well so that you can get the support team on the same page, hence providing a better chance for an accurate and early resolution.
You will find out more about using LCS to monitor performance, SQL monitoring, and other self-service tools in Chapter 12, Managing Go-Live and Post Go-Live.
You will find out more about using LCS to monitor performance, SQL monitoring, and other self-service tools in Chapter 12, Managing Go-Live and Post Go-Live.