Non-Self-Service Requests

Non-self-service requests are tasks that can only be performed by the TrustCloud support team or are not yet available as self-service features. These requests typically involve actions that require additional authorization, technical intervention, or are still under development.

Common non-self-service requests

1. Exporting Systems or Controls lists to a .csv file
2. Changing the name of your TrustCloud program
3. Adding new controls
4. Other tasks that are not yet available for self-service

Important note

1. Only paid customers can submit non-self-service requests.
2. Customers on the free plan must upgrade to access this feature.

For assistance with non-self-service requests, please contact TrustCloud Support.

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 and follow the usual ticket creation procedure.

The following screenshot shows how you can submit a non-self-service request using the “Contact Support” link.

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.

1. Changing the name of your TrustCloud program
   Some tasks require TrustCloud support assistance and cannot be performed through self-service. One of the most common requests is changing the name of your TrustCloud program. Organizations may need to update their TrustCloud program name due to a company rebranding, name change, or incorrect initial setup. Since this is not a self-service feature, a support ticket must be submitted for this request.
   Required Information for the Support Ticket
   When submitting a request to change your TrustCloud program name, include the following details:
   1. Current TrustCloud Program Name (Old Name)
   2. New TrustCloud Program Name: Ensure accuracy in spelling and formatting.
   3. Has Your Organization’s Domain Changed? If the Domain Has Changed – Do you need to update all user email addresses in your TrustCloud program to the new domain?
      Once you submit your request, TrustCloud Support will review and process the change accordingly.
2. Exporting controls, systems, Etc. to a csv file
   Exporting specific resources from your TrustCloud program requires TrustCloud support assistance. This action is not available as a self-service feature. You can export controls, controls mapped to a specific standard, systems and vendors.
   How to Request an Export
   To request an export, submit a TrustCloud customer support ticket and include the following details:
   1. Specify the Resources: List the resources you need exported (e.g., controls, systems, vendors, or other resources).
   2. TrustCloud Program Name: If you have multiple programs, specify which one the data should be exported from.
   3. Request Priority: Indicate if the request is urgent.
   4. Reason for Export (Optional): While not required, providing a reason helps the Product Management team understand usage needs and potentially develop a self-service feature in the future. Once submitted, TrustCloud Support will review your request and process the export accordingly.
3. Add or Remove Controls
   Adding or removing controls in TrustCloud requires support team assistance and cannot be performed through self-service.
   How to Request Control Addition or Removal
   To request a control to be added or removed, submit a TrustCloud customer support ticket with the following details:
   1. Control Name: Provide the specific control name (e.g., AUTH-12, BIZOPS-1).
   2. Action Required: Specify whether the control should be added or deleted.
   3. For Deletions:
      1. Ensure you no longer need the control, as all related work (evidence, mappings, etc.) will be permanently lost.
      2. If you later decide to restore the control, it will need to be reconfigured from scratch.
   4. Priority of the Request: Indicate urgency.
   5. Control Page URL: If removing a control, provide the URL of the control’s page to assist the support team.
   6. Reason for Deletion (Optional) – A brief explanation of why the control is no longer needed can be helpful. Once submitted, TrustCloud Support will review and process your request accordingly.

Have you checked out TrustTalks? Your go-to podcast series by TrustCloud that explores the evolving landscape of security and GRC.

Managing non-self-service requests in TrustCloud

The list of non-self-service requests in this document may change over time. TrustCloud strives to make more tasks self-service, but some actions will continue to require support team intervention.

Handling Non-Listed Requests

If you encounter a non-self-service request not listed here:

1. Submit a TrustCloud support ticket detailing your request.
2. The support team will either:
   1. Direct you to an existing self-service feature (if available).
   2. Process your request and update the non-self-service request list as needed.

If you have any queries or questions, post them in the GRC Q & A and get them answered by experts!

Learn more about TrustOps to create and maintain a personalized common control framework (CCF) that automatically maps each control to many compliance standards.