ITVT Internal
Please create the request via the ITVT Support Portal. The following information are important.
If the customer has no maintenance contract, we need the PO Project Name and Project Task.
Microsoft Ticket information
Issue title
Example: need to upgrade Field Service solutions to most current version
Issue description
Example: For the deployment of customization's it is required to sync all Microsoft Managed solutions across the development | QA and production instances.
all Microsoft solutions are upgraded with the exception of the Field Service Solutions ( see attached print screen)
Example: need to upgrade Field Service solutions to most current version
Issue description
Example: For the deployment of customization's it is required to sync all Microsoft Managed solutions across the development | QA and production instances.
all Microsoft solutions are upgraded with the exception of the Field Service Solutions ( see attached print screen)
Timing: Exact timestamps (UTC), time range, frequency
Environment:
Example: https://customer-instance-name.crm4.dynamics.com
Service
Example: Dynamics 365 Customer Engagement
Problem type
Example: Applications and Add-ons
Category
Example: Field Service app
Impact Statement: Users/processes impacted, business outcome, severity, workaround availability
Example: 29 Users, standard BPF, SEVB and no workaround
Technical Artifacts:
Example:
o Correlation/Activity IDs, Request IDs, Operation IDs
o Screenshots, short screen capture (≤2 min), HAR/network traces (redacted)
o Relevant logs (app/server/client), exception messages, plug‑in trace (if applicable)
o Version/build numbers; update rings; installed solutions & versions
Contact Information
Phone number
+49 xxx xxxxxxxxxxxx
Email
max.muster@itvt.de (preferred way of communication)
Submitted on behalf of
Customer name
With this information we create a ticket with Microsoft and, if not already done, with ITVT to document the communication around the support case.
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For a 24/7 ticket we need a dedicated contact person for each time zone, in the following parts for the times in the respective shift, which are of course variably customizable
Point of Contact (POC) for 24/7 support: German Time (CEST)
1. 10:00 am to 07:00 pm CEST
2. POC Name:
3. POC phone number:
4. POC email address:
1. 07:00 pm to 04:00 am CEST
2. POC Name:
3. POC phone number:
4. POC email address:
1. 04:00 am to 10 am CEST
2. POC Name:
3. POC phone number:
4. POC email address:
1. 10:00 am to 07:00 pm CEST
2. POC Name:
3. POC phone number:
4. POC email address:
1. 07:00 pm to 04:00 am CEST
2. POC Name:
3. POC phone number:
4. POC email address:
1. 04:00 am to 10 am CEST
2. POC Name:
3. POC phone number:
4. POC email address:
Important: we must always be available during the respective shift and must respond to feedback from Microsoft within 30 minutes. Furthermore, care must be taken to ensure that the initial distribution list is maintained and that the handover to the next shift is guaranteed. There must be one person who has overall responsibility for the ticket.
Thanks in advance and kind regards,
Your ITVT Support Team