Help us help you - general questions for Power Platform and Dynamics 365
As a support organization, we want to be able to resolve your concerns or issue as quickly and efficiently as possible. In order to do that, we generally need you, the customer, to provide us with as much information as possible. The more you can provide when opening a support ticket, the more effective we can be in resolving that ticket. When considering information that the support engineer or the product team need, think about the concepts that we outline in the following sections.
What is the issue?
State the problem (in your own words)
- Use the user's perspective
- Don't describe the possible cause, proposed solution or speculate on cause, while describing the problem itself
List the task and unexpected outcome
- What is the specific function that has the unexpected outcome?
- What is occurring instead of the expected outcome?
- How do you know it's an unexpected outcome?
- Is there an error or functionality missing?
- What specific error or functionality that is missing?
- Specify the problem statement with your understanding of the issue.
- What is the goal for this case?
Where does it occur?
What similar task could reproduce the same outcome?
Is there a similar task that doesn't reproduce the same error but is similar?
What environment is deviation occurring in?
Check the case information, and verify the organization with the customer.
Is there a similar environment where the issue doesn't reproduce?
When did it start happening?
When was it first observed?
- Where possible, provide exact timestamps and time zone
When did it last work?
Determine if the task ever worked.
Is there a pattern to the error/issue appearing or disappearing, is there any correlation between when it does or doesn't work? Was there a recent change, for example, or a solution deployment? Does this error reproduce?
Gather all (if any) activity or session IDs.
What is the extent of the issue?
The action being performed, does it have many sub-tasks associated that we limit or reduce to pinpoint the issue better?
- Is there any commonality where there's an issue in a specific area in the product and similar areas where there isn't an issue?
- If the issue is in the production environment, can you reproduce the issue in a sandbox non-production environment?
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