Understanding Platform Services Requests (PSRs) in MSD (Microsoft Dynamics)
Platform Services Requests (PSRs) are a crucial part of managing and maintaining Microsoft Dynamics 365 (formerly known as Microsoft Dynamics AX and NAV) and other Microsoft cloud-based business applications. They are essentially the mechanism through which you communicate technical issues, enhancement requests, or other needs related to your platform's infrastructure and functionality. Understanding PSRs is vital for ensuring smooth operation and optimal performance of your MSD system. This guide provides a comprehensive overview of PSRs, answering many common questions.
What is a Platform Services Request (PSR) in MSD?
A Platform Services Request (PSR) is a formal request submitted to Microsoft or your designated support provider to address a problem, request a change, or seek assistance with your Microsoft Dynamics 365 platform. This could involve anything from resolving a technical glitch affecting your system's stability to requesting upgrades or modifications to enhance its capabilities. The process for submitting and tracking PSRs is typically managed through a dedicated portal or system.
How do I submit a Platform Services Request?
The exact method for submitting a PSR varies depending on your Microsoft Dynamics 365 implementation and your support agreement. Generally, you'll access a dedicated portal or system provided by Microsoft or your support partner. This portal usually requires authentication and will guide you through a structured process of detailing the issue, including:
- Description of the Problem: Clear and concise explanation of the issue, including steps to reproduce it.
- Error Messages: Any error messages displayed by the system.
- Impact on Business: How the issue is affecting your business operations.
- Environment Details: Information about your Microsoft Dynamics 365 environment (version, deployment type, etc.).
- Attachments: Supporting documentation like screenshots or log files.
Submitting a well-structured PSR with comprehensive details significantly improves the efficiency of the resolution process.
What types of issues are typically addressed through PSRs?
PSRs are used to address a wide range of issues, including:
- System Errors and Bugs: Unexpected errors, crashes, or malfunctions within the Microsoft Dynamics 365 system.
- Performance Issues: Slow response times, high CPU usage, or other performance bottlenecks.
- Connectivity Problems: Difficulties connecting to the platform or accessing specific features.
- Data Corruption: Issues with data integrity or data loss.
- Security Concerns: Suspected security breaches or vulnerabilities.
- Upgrade Requests: Requests for upgrading to a newer version of Microsoft Dynamics 365.
- Feature Enhancements: Requests for new features or improvements to existing ones.
What information should I include in a PSR to ensure it's effectively addressed?
To ensure prompt and accurate resolution, your PSR should include:
- Clear and Concise Description: Explain the problem clearly, avoiding technical jargon where possible.
- Reproducible Steps: Provide step-by-step instructions on how to reproduce the issue.
- Screenshots and Logs: Include any relevant screenshots, error messages, or log files.
- Impact Assessment: Describe the impact of the problem on your business operations.
- Environment Details: Specify your Microsoft Dynamics 365 version, deployment type, and other relevant environment information.
- Contact Information: Provide accurate contact information for prompt communication.
How long does it take to resolve a PSR?
The resolution time for a PSR varies greatly depending on the complexity of the issue and the availability of support resources. Simple issues might be resolved within hours, while more complex problems could take days or even weeks. Your support agreement will often specify Service Level Agreements (SLAs) outlining expected response and resolution times.
What happens after I submit a PSR?
Once you submit a PSR, you'll typically receive an acknowledgment confirming its receipt. A support representative will then investigate the issue and update you on the progress. They may request additional information or clarification to help them diagnose the problem. Communication throughout the resolution process is key, and you should actively engage with the support team to ensure a timely resolution. The PSR will usually remain open until the issue is fully resolved and closed.
This guide offers a general overview of PSRs in the context of MSD. For specific instructions and processes, always refer to the official documentation provided by Microsoft or your support provider. Remember that clear and detailed PSRs are crucial for efficient problem resolution and maintaining the optimal performance of your Microsoft Dynamics 365 system.
