Understanding Platform Services Requests (PSRs) in MSD (Microsoft Dynamics)
Platform Services Requests (PSRs) are a crucial component of managing and maintaining Microsoft Dynamics 365 (MSD) environments. They represent formal requests for assistance or changes within the platform's infrastructure, encompassing a broad spectrum of needs, from simple configuration adjustments to complex development tasks. This comprehensive guide will explore the intricacies of PSRs, providing clarity and answering common questions.
What is a Platform Services Request (PSR) in MSD?
A PSR in MSD is a documented request submitted to either your internal IT team or a third-party managed services provider responsible for your Dynamics 365 environment. These requests detail the necessary actions to be performed on the platform, ensuring a structured approach to managing changes and resolving issues. They are essential for maintaining the stability, security, and performance of your Dynamics 365 instance. The level of detail required in a PSR varies depending on the complexity of the request.
What types of issues are typically addressed through PSRs?
PSRs cover a wide range of issues and requests, including:
- Infrastructure changes: This could involve scaling your environment, adding new resources (databases, servers, etc.), or migrating to a new version of Dynamics 365.
- Security updates and patches: PSRs facilitate the application of security updates and patches to keep your environment secure and compliant.
- Performance optimization: If your Dynamics 365 instance experiences performance bottlenecks, a PSR can initiate a performance review and optimization process.
- Data migration: Moving data between different environments or versions of Dynamics 365 often involves submitting a PSR.
- Customization and development requests: PSRs are used to request custom development, such as creating new features, integrating with other systems, or modifying existing functionalities.
- Troubleshooting and problem resolution: When issues arise within your Dynamics 365 environment, submitting a PSR allows for a formal process for diagnosing and resolving the problem.
- Reporting and analytics enhancements: Requests to improve existing reports or develop new ones fall under the umbrella of PSRs.
How do I submit a Platform Services Request (PSR)?
The process for submitting a PSR varies based on your organization's internal procedures and the service provider you use. Generally, it involves:
- Identifying the issue or required change: Clearly define the problem or desired modification.
- Gathering necessary information: Collect relevant details, such as screenshots, error messages, and affected users.
- Completing a PSR form: Most organizations utilize a standardized form for submitting PSRs. This form typically includes fields for describing the request, assigning priorities, and providing contact information.
- Submitting the request: Submit the completed form through the designated channel (e.g., a ticketing system, email, or portal).
- Tracking the request: Monitor the status of your PSR and follow up if necessary.
What information is required in a PSR?
A well-structured PSR should include:
- Detailed description of the request: A clear and concise explanation of the issue or desired change.
- Priority level: Indicate the urgency of the request (high, medium, low).
- Expected outcome: Describe the desired result after the request is fulfilled.
- Impact assessment: Outline the potential impact on users or business operations.
- Relevant screenshots or error messages: Include any supporting documentation.
- Contact information: Provide contact details for follow-up.
How long does it take to resolve a PSR?
The resolution time for a PSR depends on the complexity of the request and the priority level assigned. Simple requests might be resolved within hours, while more complex issues might take days or even weeks. Your service level agreement (SLA) with your provider should outline expected resolution times.
What happens after submitting a PSR?
After submitting a PSR, it's typically reviewed by the responsible team. They will assess the request, prioritize it, and assign it to a technician or developer. You will receive updates on the status of your request, and you can typically track its progress through a ticketing system or portal.
By understanding the purpose and process of Platform Services Requests in Microsoft Dynamics 365, organizations can effectively manage their environments, ensure stability, and address issues proactively. Remember, a well-defined PSR is crucial for efficient problem resolution and smooth system operation.
