CoreView Incident and Problem Response
Modified on Thu, 07 Jul 2022 at 02:53 AM
- CoreView Release Notes March 2023
- CoreView Release Notes February 2023
- CoreView Release Notes January 2023
- CoreView December 2022 Release Notes
- CoreView November 2022 Release Notes
- CoreView October 2022 Release Notes
- September 2022 Release Notes
- August 2022 Release Notes
- Release 22.06 Key Features
- Release 22.05 Key Features
- Release 22.04 Key Features
- Release 22.03 Key Features
- Release 22.01 Key Features
- Release 21.12 Key Features
- Release 21.11 Key Features
- Release 21.10 Key Features
- Release 21.09 Key Features
- Release 21.08 Key Features
- Release 21.07 Key Features
- Release 21.05 Key Features
- Release 21.04 Key Features
- Release 21.03 Key Features
- Release 21.02 Key Features
- Release 21.01 Key Features
- Release 20.12 Key Features
- Release 20.11 Key Features
- Release 20.10 Key Features
- Release 20.09 Key Features
- Release 20.08: Key Features:
- Release 20.07: Key Features:
- Release Information
- Getting Started with Customer Care
Getting Started with CoreView
- Configuration Overview (New UX)
- Configuration Overview
- Creating CoreView Tenant Administrators (New UX)
- Creating CoreView Tenant Administrators
- CoreView Operator Uses Cases & Dependencies
- Creating a License Pool
- Understanding Virtual Tenants
- Frequently Asked Configuration Questions
- "Send As" DNS Requirements for CoreAdoption Campaigns (Optional)
- How to enforce MFA on CoreView service accounts
- Creating a License Pool
A Quick Tour of CoreView
- A Quick Tour of the CoreView Interface
- Introducing the CoreView New User Experience
- CoreView New UX FAQ
- CoreView Dashboards
- Using CoreView Reports
- How to use CoreView Management Actions (New UX)
- How to use CoreView Management Actions
- Understanding CoreView Releases
- Creating your first Workflow - A Practical Exercise
- How to check and analyze the Message Trace
- How To Configure Email Forwarding
- How to convert a user mailbox to a shared mailbox in Exchange Online
- How to Create Microsoft 365 Groups for Improved Collaboration
- How To Create Shared Mailbox
- How To Create User Mailbox
- How To Grant Access To Mailbox
- How to review and manage Exchange online mailbox permissions
- How to verify if a user has updated the Password
- Read Permission for Mailbox
- What are security groups and How to create it
- What is a Distribution Group and How to create it
- Exchange Online
- Custom Actions Library
- Getting Started with CoreHybrid
Understanding CoreView - Quick Start Guides.
- CoreView Quick Start Guide Overview and Index - Tenant Admins
- CoreView Quick Start Guide Overview and Index - Operators
- Understanding CoreView Tenant Configuration – Management
- Understanding the CoreView Operator Profile
- Understanding CoreView Operator Roles
- Understanding CoreView Operator Delegation
- Understanding CoreView - Report Column Filtering
- Understanding CoreView - The User Interface
- Understanding CoreView Tenant Configuration - V-Tenant User Filters
- Understanding CoreAdoption – Templates and Campaigns
- Understanding CoreLearning - Content Hierarchy
- Understanding CoreView Tenant Configuration - Portal Information
- Understanding CoreView Tenant Configuration - CoreLearning
- Understanding CoreView Tenant Configuration Options
Troubleshooting Common Issues
- Unable to see OneDrive, SharePoint and Exchange Data (New UX)
- Unable to see OneDrive, SharePoint and Exchange Data
- Remote Office 365 PowerShell session can Conflict CoreView Management Actions
- Why I cannot save the changes on existing License pool?
- Error when attempting to perform a Management Action (New UX)
- Error when attempting to perform a Management Action
- Unable to modify the Assigned Licenses in my License Pool Report
- Enabling Permission for Endpoint Manager Actions (New UX)
- Enabling Permission for Endpoint Manager Actions
- How to enable permission for BitLocker keys report (New UX)
- How to enable permission for BitLocker keys report
- How to recreate Admins Read-only (New UX)
- How to recreate Admins Read-only
- How to add an operator to the portal?
- How to enable and configure CoreView management session (New UX)
- How to enable and configure CoreView management session Current UX
- How to provide a consent to activate Azure AD Reports Feature and activate Partial Import?
- Tips & Tricks: Leverage Pivot Reports to Prototype License Pool Criteria Filter
- Tips & Tricks - How to manage email notifications for newly added Operators.
- Disable MFA from Read Only Service Accounts
- How To: Report on "Consumed Portal Licenses" (New UX)
- How To: Report on "Consumed Portal Licenses"
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- Tips & Tricks: How to merge License Pools
- How to Use CoreView's Global Report Filters
- How to use the What If tool to check Azure AD conditional access policies
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- How to Archive a Teams Group
- How to Restore a Teams Group
- On-demand Import for a Single Device in Endpoint Manager (Intune)
- Custom Actions using the Microsoft Graph API
- How to set up your tenant for the switch to Microsoft Graph API
- GraphAPI configuration: How to get Client ID and Client Secret
Reporting and Analytics
- How do I Check and Manage Calendar Permissions for a User? (newUX)
- How CoreView can help you with your Microsoft 365 Chargeback Goals.
- New UX: Understanding the new License Centers
- Understanding the Savings Opportunities Dashboard
- Understanding the License Optimization center
- Understanding License Pool Snapshots report
- Understanding Call quality dashboard
- Understanding Call quality report
- Understanding User call quality report
- Understanding Teams groups activity report
- Understanding Teams Adoption Growth Report
- Understanding Endpoint Manager reports
- Understanding Teams dashboard
- Understanding Risky Users report
- Understanding KPI dashboard
- Understanding Storage Dashboard
- Troubleshoot Active Users (License Usage) data
- Legacy Protocol Management
- Report Columns: Is active 30/60/90
- Quarantined Messages Report - Understanding The Reports
Managing and Administration
- Teams Voice: Direct Routing Support
- How to enable management function?
- CoreView Playbooks Overview
- CoreView Playbook Policy Overview
- Forward SMTP Address vs Forward Address management actions
- How to add the users in bulk while executing Users management actions?
- How to Create & Manage Custom Actions (New UX)
- How to Create & Manage Custom Actions
- How to schedule a report to be sent automatically, and how to modify its scheduling options?
- How to schedule an alert report for the License Count
- Tips & Tricks – How to read and modify license pool report?
- Overview of CoreView Workflow
- How to delegate Workflow management using roles
- How to configure CoreView and ServiceNow integration
- How to Enable Multi Factor Authentication for Operators and Admins who Access the CoreView Portal (New UX)
- How to Enable Multi Factor Authentication for Operators and Admins who Access the CoreView Portal
- How Can I Migrate from Group-Based Licenses to Direct Licenses Managed by CoreView?
- Naming convention rules
- Custom Actions: Forbidden and Warning Values
- How to add users to Distribution Group in bulk using via CSV
- Not able to manage licenses error (New UX)
- Not able to manage licenses error
- Using custom action json output as an input in the workflow
- Setting the Sensitivity Label on SharePoint as a Mandatory Field
- DistinguishedName vs OnPremisesDistinguishedName
Customer Engineering Workshop
- New UX Workshop - General Overview Session 2
- New UX Workshop - General Overview Session 1
- What’s new in License reporting – the new user interface and the License Center
- CoreView and ServiceNow – Integrating Workflows with ServiceNow
- Advanced Workflows & Custom Actions
- Customer Engineering Workshop: Reports, Dashboards, and Alerts
- Limiting M365 Admin Access with Permission Roles, V-tenants, and License Pools
- Customer Engineering Workshop Global - Group Licensing with CoreView
- Customer Engineering Workshop Global - Filters and Custom Actions
- Understanding CoreView - Quick Start Guides.
- Internal Customer Care Resources
- Service Issues
CoreView Product Manual
- KPI Dashboard
- Operational Reports
- License Reports
- User Reports
- Mail Traffic Reports
- Exchange Reports
- Skype for Business Reports
- Teams Reports
- Group Reports
- Device Reports
- Endpoint Manager Reports
- Security reports
- SharePoint Reports
- Aggregation Reports
- OneDrive Reports
- Yammer Reports
- Report Actions
- Getting Started with CoreLearning
- Getting Started with CoreScan
- Getting Started with CoreTag
- Getting Started with CoreSaaS
- Learning Platform
CoreView manages its response to a customer’s request for support in conformance with the standards set forth by the International Organization for Standardization (ISO), as well as the standards published as part of the IT Infrastructure Library (ITIL). This document outlines the way CoreView will prioritize and respond to any issue officially reported to CoreView by a customer and defines the terms associated with this process.
II. What is an Issue?
An Issue is any event that occurs that impacts a customer's use of CoreView and where the customer elects to report the Issue to CoreView Customer Care for additional troubleshooting and remediation support. Prior to opening a Support Request on an Issue, customers are asked to perform some basic troubleshooting. You can find additional information on troubleshooting in the Knowledge Base named Troubleshooting Common Issues.
III. How does a Customer report an Issue?
Customers report an Issue to CoreView by logging into the CoreView Support Portal and selecting the “Submit a Ticket” option; then selecting the Department named “Support” and clicking on the “Next” button. This will present the Customer with a “Ticket Details” page, wherein the required information is provided, any relevant information attached and then ticket then submitted. When a customer reports an issue, they are prompted to provide the following as part of the ticket:
Priority - How has this Issue affected the customer’s business and how quickly does this need to be fixed?? The benchmark is usually measured by the impact to the customer’s operations and/or the volume of users unable to perform their duties. Additionally, whether there is an available workaround is also a factor. While we recognize that every customer wants an Issue resolved quickly, not every Issue is Urgent.
The reporting of an Issue presupposes that the customer had performed some initial troubleshooting activities and as a result, concluded that the Issue needs to be reported to CoreView. This initial troubleshooting is instrumental to a speedy resolution of the Issue.
While customers have the option of reporting an Issue by email to email@example.com, this is not considered a best practice and should be avoided. Issues reported by email to CoreView Support lack the critical information needed to automatically prioritize an Issue, which may lead to a delayed response by CoreView. Customers should be aware that any Issue submitted by email will receive a default priority of Low.
IV. What is an Incident?
An Incident is an Issue that leads to an unplanned disruption of service for one or more customers and that impacts the customer’s business operations. The key idea here is that there is a disruption of service. If an Issue does not disrupt service, even if it was unplanned and unexpected, it is not an Incident.
For example, CoreView becomes unavailable after normal working hours when nobody is using the system, it is not an Incident, because it did not disrupt the customer’s business operations. However, if CoreView was unavailable during the regular workday, it would be defined as an Incident because service was, in fact, disrupted. CoreView Customer Care is often the first ones to be made aware of an Incident, as they are usually the first point of contact for Customer's experiencing an Issue.
Important: Responding to and resolving an Incident may necessitate that key technical and/or administrative staff of both CoreView and the customer work outside of normal work hours.
V. What is a Problem?
A Problem is the underlying Root Cause that led to an Incident. A Problem may be something that could lead to the same Incident occurring again and again (systemic), or a Problem can be a single isolated Incident. While it’s possible that a Problem may be quickly identified, it is more likely that a Problem can only be identified after we have gathered and reviewed the relevant information and arrived at and validated our conclusion(s).
VI. What does fixing an Incident require?
An Incident is caused by a Problem and only a Problem can be fixed (remediated). Resolving an Issue will take priority over other customer needs simply because an Issue means that a customer’s business is being negatively impacted. The focus on any Incident is to diagnose the Problem as quickly as practicable and to then determine how best to restore the customer back to normal operations. This might mean immediately fixing the Problem causing the Incident, or it could mean coming up with a temporary workaround to get a customer operational again until the underlying Problem can be found and remediated.
VII. What does fixing a Problem require?
Unless a Problem is systemic, its remediation is not usually treated as urgent, but it is important to prevent future Incidents. Identifying the underlying Problem may take time and require analysis, troubleshooting and testing to diagnosis the Root Cause and the best course of action to correct the Problem. Fixing a Problem may require changes to the CoreView application that require time for design, development, testing and release.
VIII. How does CoreView prioritize their response to an Issue?
CoreView prioritizes our response to a reported Issue using an Impact/Urgency matrix, as depicted in the exhibit below. This approach is consistent with ITIL and ISO/IEC standards. When reporting an Issue though our Support Portal, the customer will be asked to select values for Severity and Urgency that best define the Issue.
The intersection of Severity and Urgency will determine the overall Priority of our response. Depending on the Priority, the Issue may be automatically escalated within CoreView. Moreover, for each Priority there is a unique Service Level Agreement target, or SLA for short. Please refer to the document titled CoreView Support Service Levels for additional information on our SLAs.
CoreView believes that conformance to industry standards and practices such as those promulgated by ISO/IEC, ITIL and other governing bodies will provide our customers with improved customer experience and it helps ensure that any compliance expectations to which our customers might be subject would not be adversely impacted by a lack of compliance on the part of CoreView.
ISO/IEC Compliance: 19941:2017, 1:2012, 2000-1:2018, 20000-11:2015