Contact KMD Identity - kmd-identity/documentation GitHub Wiki

Guidelines for service requests and incidents

The more information you provide when creating a service request or incident, the faster we can understand your situation and help you.

Always include:

• What is the issue or question?
• Which application (entityId/client_id)?

Specific to incidents:

• What did you expect to happen?
• What actually happened?
• When did the issue start?
• Can it be reproduced? If so, how?
• Any error messages, correlation IDs, screenshots, or logs? (Do not post confidential or sensitive information)

Specific to feature requests:

• Why do you need this feature?
• Are any of your customers asking for this feature? - If so, who?
• When would be the optimal time for KMD Identity to support this feature?

Guidelines for meeting requests and agendas

A meeting should only be requested when the objective cannot be achieved through the service request itself.

If the discussion in the service request merits a meeting, then you can help us prepare and involve the right people by including the following in the meeting agenda:

• What topic would you like to discuss?
• What background or context should we know?
• What specific questions need to be answered?
• What outcome or decision are you looking for?

Contact KMD Identity

• Visit the KMD Identity Community dashboard (only available for KMD employees)
• Enter a relevant Title under "New Work Item"
• Select the appropriate work item type ("Request" or "Incident") and click Create
• Select the appropriate "Identity Platform" from the drop down in the form
• Add a proper description of the request/incident and click Save and Close
• You will receive mail notifications from Azure DevOps when a KMD Identity member responds to your ticket