Submit a service request to the Dynamics Service Engineering team

A service request is a ticket that you use to request that the Dynamics Service Engineering (DSE) team perform a predefined set of tasks on your environments.

Note

Don't use service requests for product issues. If you encounter a situation that doesn't fit into any of the tasks that are described in this topic, submit a support ticket instead. For more information about support tickets, see Find support for Microsoft Dynamics for Finance and Operations.

You can use Microsoft Dynamics Lifecycle Services (LCS) to submit service requests directly to the DSE team. You can also view which requests have been submitted, executed, and canceled for your environments.

View service requests

There are two ways to view service requests:

  • On the project dashboard, in the Environments section, select Service requests.

    Service requests

  • Select the Menu button and select Work items. On the Work items page select the Service requests tab.

    Work items

By default, the Service requests tab on the Work items page lists all requests that are currently active and requests that have been denied. However, you can use the filter options to show canceled and finished requests too.

Service request list

After you submit a request, it has a status of Requested. Before the DSE team acts on the request, it might ask for clarification by entering a comment in the Comment field. For example, you might receive a comment from the DSE team if you request deployment of a production environment, but the data center differs from the data center where your sandbox environments are deployed. Carefully review the comments, and provide any required clarification in your own comment. To view the details of a specific request, or to submit comments for a service request, select the request ID.

If you signed up for LCS notifications, you receive an email when the status of a service request changes or a comment is entered.

If you submit a service request to the DSE team, and the action is outside the team's scope, the service request will be denied. In this case, the reason for the denial and suggestions for further action are provided. For some typical examples of service requests that the DSE team will deny, see the "Denied service requests" section later in this topic.

Create service requests

There are two ways to create a service request: automatically and on demand.

  • Automatically – A service request is automatically created when you request deployment of an environment, application of a package, or upgrade of an application.
  • On demand – A service request is manually created when you enter a request for a database refresh, a point-in-time restore, and some other services.

Automatically create a service request

  • Environment deployment – To set up deployment options and submit a request to the DSE team to deploy a new environment, in the Environments section, select Configure.
  • Package application – To apply a package to the production environment, on the Environment details page, select Maintain, select the package to apply, and then select Schedule. For more information, see Apply updates to a cloud environment.
  • Upgrade – To request that DSE upgrade one sandbox environment, Standard Acceptance Test environment, or production environment, on the Environment details page for that environment, select Maintain, and then select Upgrade. For more information, see Process for moving to the latest update of Finance and Operations.

Create a service request on demand

Service requests that are created on demand aren't explicitly accepted by the DSE team. They will be addressed during the specified downtime window unless the DSE team has entered a comment in the request or has had to deny the request. For details, review the comments in the service request.

Microsoft frequently reviews all incoming service requests. By selecting the correct type of service request for your scenario, you help the DSE team handle the request in a timely manner.

  1. On the Work items page, on the Service requests tab, select Add.

  2. In the Create request dialog box, select the type of service request to create. The options on the page then reflect the specific type of request that you selected.

    • Database point-in-time restore request – Select this request type to restore a non-production database to a specific point in time. For more information, see Request a point-in-time restore.

      Note

      If you must restore a production database during the cutover phase, select the Other request type. If you must restore a production database when you're already live in operations, submit a support ticket through LCS.

    • Database refresh request – Select this request type to refresh a database from a production environment to a sandbox environment, or from one sandbox environment to another. For more information, see Request a sandbox database refresh.

      Note

      If you must refresh a database from a sandbox environment to a production environment during the cutover phase, select the Other request type.

    • Other request – You must use the Other request type exactly as described here. If you word a request in a way that isn't clear to the DSE team, the team will enter a comment to ask for clarification, and your request will be delayed. If you use the Other request type for any request that isn't listed below, the request will be denied. Select this request type to request that the DSE team perform one of the following actions:

      • Perform a database refresh of your configuration data to a production environment during the cutover phase. For more information, see the "Submit a service request to copy database" section of Copy a Finance and Operations database from SQL Server to a production Azure SQL Database environment.

        Note

        The service request must be worded exactly as described in the topic.

      • Restore a production database to a specific point in time during the cutover phase. In this case, use the approach described for a database refresh to a production environment. However, in this case, the service request must be worded as follows: This is a request for a point-in-time restore of production during the cutover phase. Restore point in UTC: <mm/dd/yyyy hh:mm in UTC>. I acknowledge that this will overwrite the database currently in production.

      • Turn on maintenance mode in a production environment. For more information, see Maintenance Mode.

      • Define explicit Internet Protocol (IP) whitelist rules in a production environment.

      • Request that Microsoft Power BI Embedded be activated in a sandbox environment, Standard Acceptance Test environment, or production environment if you receive the following message: "Power BI embedded isn't enabled. Please contact your system administrator."

Commonly denied service requests

Here are some typical examples of service requests that will be denied:

  • You submit a request of the Other request type for one of the following actions, but you should have submitted a support ticket instead:

    • You want to activate a new subscription estimate after you're live in production or after you've requested a production environment.
    • You want to reset the Financial reporting data mart in a release that is earlier than Microsoft Dynamics 365 for Finance and Operations Financial reporting release 7.2.6.0.
    • You want to restore a production database after go-live.
    • You encountered an issue after the DSE team did an application upgrade.
  • You submit a request of the Other request type for an action that you should have requested through a different request type. Examples include a database refresh in a non-production environment.

  • You submit a request of the Other request type for an action that you should perform yourself. Examples include a database upgrade in a development environment.

Service request types and SLAs

Service request type Applicable environments Requested service Lead time Downtime
Environment deployment Any Environment deployment Service level agreement (SLA): within two business days
Package application Production Deployable package application Five hours Five hours
Upgrade One Tier 2 sandbox and production A customer who is live in production requests an upgrade to the latest version of Finance and Operations. Five business days Eight hours
Database point-in-time restore Any Tier 2 or higher sandbox Database point-in-time restore Five hours One hour
Database refresh From production to any Tier 2 or higher sandbox, or between any two Tier 2 or higher sandboxes Database refresh Five hours One hour
Other Production Database point-in-time restore Five hours One hour
Production Database refresh Five hours One hour
Production Maintenance mode Five hours Not applicable, because the customer indicates in the service request when the environment should be taken out of maintenance mode again
Production IP whitelist rules Five hours Two hours
Production Power BI Embedded Five hours Two hours
Production Special fonts Five hours Two hours