Microsoft Dynamics AX Support

This blog contains posts by the Microsoft Dynamics AX Support Teams Worldwide

CSS Global support incident closure procedure for AX2012 cases involving a bug

Process:
Support incidents will be archived for AX2012 incidents involving a bug at the time bug information is available in Lifecycle Services (LCS)

Example:
AX2012 support incident created Support Incident is researched and found a code change is required by Microsoft Bug for a hotfix request is created Bug is triaged and accepted, bug request is in a created state

 

Bug information is available in LCS (at this point case is archived)
LCS link is provided for continued review of bug status by customer
– Capability for customer to receive external notification of bug resolution
– Information is LCS contains workflow of bug with status information
– Created (1 of 3)
– Investigating a fix (2 of 3)
– Quality Assurance (3 of 3)
– Conclusion of quality assurance results in resolution of bug

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Example of information which could be provided in an AX2012 support incident involving a bug:
Below is a summary of the case for your records

Symptom:
< Scope Issue Statement>

Cause:
Break/fix support incident

Resolution:
Indicated below is the LCS link for the hotfix request, you will be able to track the workflow of the issue in LCS:
‘indicate LCS link’

Three status values are provided in LCS for a hotfix request, after completion of Quality Assurance status a resolution will be available for consumption.
Status values:
Created (1 of 3)
Investigating a fix (2 of 3)
Quality Assurance (3 of 3)

Subscribing to the LCS issue notification feature allows for notification when a resolution is available.

URL for hotfix download:
– Indicated in LCS issue notification email
– Search on the Bug Id in issue search will navigate to new site containing resolution
Using the initial URL will not bring you to the resolution page as a new page is created at time of resolution

At this time, I will be closing this incident, a hotfix process has been enabled as a technical solution for this support incident.

  • If a hotfix is provided for this issue and a technical issue arise when attempting to implement the hotfix, please create a new support situation with our development support team for further assistance.
  • If a cumulative update is indicated for this issue and a technical issue arise when attempting to implement the update, please create a new support situation with our development support team for further assistance.
  • If after implementation of the hotfix, there is still an issue.       Please create a new support incident as new code has been introduced to the system. Indicate the KB implemented and specific repro steps.
  • If after implementation of a cumulative update, there is still an issue. Please create a new support incident as new code has been introduced to your system. Indicated the KB implemented, CU build, and specific repro steps.

In some incidents, it is determined a hotfix will not be supplied for a situation, in these instances a description will be provided indicating why the decision for no change was made

As this case is related to a product issue it will be closed as non-decrement, meaning you will not be charged for this case.

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