Merge pull request #5623 from MicrosoftDocs/main

to live

Viva/Glint/contact-support/get-support-viva-glint.md

@@ -3,7 +3,7 @@ title: Get support for Viva Glint
 description: Provides steps to submit an online support request for Microsoft Viva Glint issues.
 manager: dcscontentpm
 ms.reviewer: aweixelman
-ms.date: 09/23/2024
+ms.date: 10/16/2024
 audience: ITPro
 ms.topic: troubleshooting
 search.appverid: MET150
@@ -20,7 +20,7 @@ To get help for technical or product issues that are related to Microsoft Viva G
 
 Before you submit a support request, make sure that:
 
-- You have all the details of your support request.
+- You have all the details of your issue.
 - You're assigned a role that has access to the Microsoft 365 admin center.
 - You have the necessary permissions to submit a support request.
 
@@ -41,18 +41,31 @@ Follow these steps:
 
 1. Sign in to the [Microsoft 365 admin center](https://admin.microsoft.com/adminportal/home?#/homepage) by using your Microsoft credentials.
 1. At the bottom-right corner of the page, select **Help & support**.
-1. In the **How can we help?** pane that appears, enter *Viva Glint* in the text box. If you get a list of suggested topics, select the one that's closest to your issue. If none of the suggested topics apply, enter your specific issue, and then press **Enter**.
+1. In the **How can we help?** pane that appears, enter *Viva Glint* in the text box. If you get a list of suggested topics, select the one that best describes your issue. If none of the suggested topics apply, enter your specific issue, and then press **Enter**.
 1. If the results aren't helpful, select **Contact support** at the bottom of the pane.
 
    :::image type="content" source="./media/get-support-viva-glint/select-contact-support.png" alt-text="Screenshot of the Contact Support option.":::
 1. In the **Contact Support** pane, specify your preferred contact settings. Then, select a contact method and provide the following information:
 
    - **Title**: Enter **Viva Glint**, and then add a brief summary. If the issue is urgent, include the word **Urgent**.
-   - **Description**: Add a detailed description of the issue, including steps to reproduce and the date and approximate time that the issue occurred.
-   - **Confirm your number**: Check whether the telephone number listed is correct. If not, update it as appropriate.
-   - **Confirm email address of authorized contacts**: Check whether the email address listed for you is correct. If not, update it as appropriate and then add the email addresses of other users who should receive updates.
+   - **Description**: Add a detailed description of the issue, including (if applicable):
+     - Users who are experiencing this issue and their Viva Glint user roles
+     - The date and time (including time zone) that the issue occurred
+     - Any steps that you have taken to try to resolve the issue
+     - Exact error messages or codes
+     - Screenshots or screen recordings (make sure that you remove or conceal any Personally Identifiable Information (PII))
+     - Survey program and cycle names
+     - Survey start and end dates
+     - The link for a site or page that is causing an issue
+     - The name of the feature or other Viva Glint resource that a user is trying to access
+     - The access method that the user is using
+     - Which type of device a user is trying to get access on (laptop, mobile device, and so on)
+     - Which operating system a user is running (Windows, Macintosh, Linux)
+     - Which browser a user is accessing Glint through
+   - **Confirm your number**: Check whether the listed telephone number is correct. If it's not, update it, as appropriate.
+   - **Confirm email address of authorized contacts**: Check whether the email address that's listed for you is correct. If it's not, update it, as appropriate, and then add the email addresses of other users who should receive updates.
    - **Consent to the recording of all calls**: Select **Yes** or **No**.
-   - **Attachments**: Add any relevant attachments, including network trace files that you generated and saved.
+   - **Attachments**: Add any relevant attachments, including network trace files that you generated and saved, screenshots, and screen recordings (not including PII).
    - **Accessibility settings**: Select or clear the **I have accessibility related needs** option.
 
    :::image type="content" source="./media/get-support-viva-glint/provide-detail-information.png" alt-text="Screenshot of required fields to complete before you submit a service request.":::

Viva/Glint/data-file-upload/fix-upload-invalid-unexpected-values-warnings.md

@@ -24,7 +24,7 @@ Warning message:
 
 > RECORD_STAGING_FAILURE: Found \<x\> existing record that has been previously deleted corresponding to line number \<y\>.
 
-This issue occurs when users are deleted from Microsoft Entra ID and their corresponding records in Viva Glint are marked as **Deleted**.
+This issue occurs when users are deleted from Microsoft Entra ID and their corresponding records in Viva Glint are marked as **Deleted**. The [Disregard Employee IDs of previously deleted employees](/viva/glint/setup/manage-general-settings#disregard-employee-ids-of-previously-deleted-employees) setting manages how Viva Glint processes deleted user records.
 
 ### Resolution