MSSolve

MSSolve is the (new) support-case tracking and management tool used by Microsoft. Microsoft offers a wide range of support options and all cases that are opened with Microsoft Support (varying from paid Professional Support cases for a break-fix solution, pre-sales advisories given to MS certified partners as well as the free Newsgroup/technet/MSDN community cases for partners or MSDN members) are recorded in MSSolve.
MSSolve replaces the previous "off the shelf" tool Clarify from Amdocs. This last tool is a widely used case-management tool which is very adaptable to the needs of the user. The first verion of MSSolve was released in aprox 2008 and in June 2010, with the release of version 6.0, the whole worls was migrated from Clarify to MSSolve. The last regions to step-over to the application were EMEA in April 2010 and the Asia-Pacific region (Singapore, China) in June.
MSSolve is developed by Microsoft for internal use only. It is built around the Microsoft Dynamics platform and designed to intergrate the Microsoft (support) business processes in the software. MSSolve runs over the internet: where Clarify needed a direct LAN or VPN connection between the client application and the databases MSSolve runs over the internet. To use the application one has to install the client, but there is no need to setup a VPN or be connected to the Microsoft corporate network. (You do need a login-account for any of the corporate domains and within the tools you need to be authenticated to perform specific roles: but that is security on the application-layer and not on the network-layer).
As the old tool Clarify needed a direct LAN or VPN connection between the client and the database and application server Microsoft relied on Terminal Servers to allow users to use the tool when not directly connected to one of the Microsoft network-domains.

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