Handling Non-Self-Service Requests

TrustCloud helps in handling Non-Self-Service Requests related to your TrustCloud program. These are non-bug, non-feature request tasks that you need help with. This article will identify the most common requests and explain how to handle them by creating a TrustCloud customer support ticket.

What is a TrustCloud Non-Self-Service?

A TrustCloud Non-Self-Service Request is something that only TrustCloud can do for you, or it is not yet a self-service feature. Some examples might be exporting your Systems or Controls list to a .csv file, changing the name of your TrustCloud program, and other similar requests.

When Do I Open a Support Ticket for a Non-Self-Service Request?

Open a support ticket when you can’t find a way to accomplish what you’re trying to do as a self-service task.

Refer to creating a TrustCloud customer support ticket to create a ticket.

The following sections inform you which Non-Self-Service Requests require assistance from TrustCloud to accomplish and therefore require you to open a support ticket.

It is a list of the most common requests that TrustCloud receives to help people with Non-Self-Service Tasks.

Changing the Name of Your TrustCloud Program

If you need to change the name of your TrustCloud program, TrustCloud will need to do that for you. That is not something that you can do yourself.
Organizations occasionally change their name and they have named their TrustCloud program using the previous name. In this case, changing the organization name might lead them to change the name of their TrustCloud program.
When you create a TrustCloud customer support ticket to request the TrustCloud program name change, please include the following information.

1. What was the old name of your TrustCloud program?
2. The new name of your TrustCloud program. Please be precise and make sure it is exactly how you want it spelled and to appear in your TrustCloud program.
3. Did the Domain of your organization change?
4. If your Domain has changed, do you want all users with email addresses in your program to change to the new domain as well?
   Kindly submit the ticket, it will be reviewed and processed for you.

You Require an Export of Controls, Systems, Etc. to a csv File

If you require the following resources to be exported from your TrustCloud program, only the TrustCloud team can export these resources to a .cvs file.

1. Controls
2. Controls that map to a given standard
3. Systems
4. Vendors

You need to create a TrustCloud customer support ticket requesting that the export of the resources be done. Please include the following information in the ticket.

1. Identify which of the above resources need to be exported from the list above (or some other resource not documented here).
2. The name of your TrustCloud program to export from, especially if you have more than one.
3. The priority of the request
4. If possible, explain why you would like to have these resources exported. It is not mandatory to provide this information, but it is helpful to our Product Management team to understand why and how this functionality fits into the product so that these requests can be self-service later.

Add or Remove Controls

If you need to add or remove a control from your TrustCloud program because you need it or don’t need it, TrustCloud can do it for you.

You need to create a TrustCloud customer support ticket requesting the addition or removal of controls. Kindly include the following information in the ticket.

1. The specific name of the Control such as AUTH-12 or BIZOPS-1,
2. Specify if you need the control added or deleted from your program. If you are deleting a control from your program, be absolutely certain that you want it deleted because all work, such as evidence, will be lost. If we have to add the control back, you will have to start from scratch.
3. The priority of the request
4. The URL of the Control’s page that is to be deleted is helpful.
5. A brief explanation of why you no longer need the Control if you’re deleting the Control.

Conclusion

The list of Non-Self-Service requests in this document will change over time. Ideally, TrustCloud will be able to make more of these requests self-service but sometimes TrustCloud may add non-self-service items to them.

Occasionally, you might find a Non-Self-Service task that is not listed here. You need to create a TrustCloud customer support ticket. The TrustCloud support team will either point you to the appropriate self-service functionality or handle your request and add it to the list of non-self service tasks found in this document.