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How to submit an Office 365 Dedicated/ITAR support incident online

Microsoft Office 365 Dedicated and ITAR customers can submit service requests (also called "SRs") online. By doing this, you route SRs directly to the correct service queue, based on selections that you make during the submission process. When you create an SR, please provide as much information as possible about the issue.

Important For SevA incidents, please call Office 365 Support to make sure that the incident receives immediate attention.
More information
To submit an SR online, follow these steps:
  1. Go to
  2. Check Service Health to see whether there are any known or reported issues.
  3. You can create a service request from the main dashboard or go to the "Service" section and then select Service Requests.
  4. Select a feature that corresponds to the issue that you're reporting.

    A sceenshot of the identify the issue page
  5. Describe the symptom, and then include an Issue summary and Issue details. These may include the SMTP address of the affected object, the date and time at which the issue started occurring, whether it occurs in Outlook and OWA, and more. 

    A sceenshot of the identify the issue page
  6. Review the suggested Knowledge Base articles. If no article applies or does not resolve the issue, select Yes, continue.

    A screen shot of the yes continue page
  7. Continue to enter as many details as you have that are related to the issue. Attach files here if necessary.

    A screenshot of the add details page
  8. Verify that all the information is correct, and then click Submit request. If the email address contains "," update it to an address where you actually receive mail.
  9. To provide additional details about the service request, click New Message while you are viewing the details of the request.

    A screenshot of the confirm and submit page
  10. To view tickets, go back to the main dashboard, and then select View service requests.


Article ID: 2694621 - Last Review: 06/08/2016 18:17:00 - Revision: 18.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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