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

Summary
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
How to create accounts
  1. Create user accounts for all ITPro/service desk personnel (also known as “Known Contacts”) who must submit Service Requests (SRs) to O365 Dedicated Support:
    • A Global Admin (or User Management Admin) creates user accounts. This is done in the “Add Users” section of the O365 Admin Center (AC).
    • The “Known Contacts” that are created in the O365 AC will synchronize with the Microsoft ticketing system. The Microsoft Support agents can then see these contacts and use them for entitlement.
  2. Each of these user accounts must be assigned admin roles. Onlyadmin roles can submit SRs from the O365AC. There are different kinds of admin roles. For more information, see Assigning Admin Roles and Permissions-in-Office-365.
    • Only admin roles can see Service Health dashboard.
  3. Create user accounts for Authorized Requestors, and assign admin roles. In addition to creating a user account, the account must be assigned an admin role. Microsoft O365D Support still requires that the customer/SDM submit requests to add/remove customers from the Authorized Requestor (AR) list that Microsoft Support maintains. Microsoft frontline agents will continue to reference that list to verify ARs.
  4. Set the primary email address:

    If you haven’t configured DirSync with Azure Active Directory (AAD) yet, the default primary email address will be the *.onmicrosoft.com address, which is used when you add user accounts. If this is not the email address that should be used for outgoing email and stamped on the SRs, you should make sure that it's changed before any SRs are submitted through the submission steps below. For example: SunnyDay@contoso.com is not sunnyday@contoso.onmicrosoft.com. 

    After your environment has been configured with DirSync and AAD, the contact details will no longer have to be manually updated.

    A sreenshot of the Office 365 Admin Center page
  5. Using a single service desk email address to submit SRs from the O365AC is not advised because this would require all users to have a shared login to the O365AC. To have SR responses sent into the customer ticketing system, specify the contact address during the SR submission process. (confirm & submit).
  6. Set the phone number.

    When you create the user/admin account for your service desk ITPros, make sure that the Office Phone Number field is populated. This field pre-populates the Contact Phone Number field during the SR submission process so that your ITPro does not have to manually type the contact phone number for each SR that's submitted. If a different/preferred contact number is to be used, the pre-populated phone number can be overwritten during the SR submission. Both the default and preferred contact phone numbers can be seen by the Microsoft frontline agents.

    Note Even though there is a Mobile Phone Number Contact field, it is the Office Phone Number field that pre-populates the Contact Phone # field during SR submission.
Service Health Dashboard (SHD)

Review service wide issues on the Service Health Dashboard to see whether a known issue is causing the problem that you want to report. If this is the case, check back for updates that are posted until the issue is resolved. If you don’t find your issue here, continue with the following steps to open a case.

A screenshot of the Service Health Dashboard

Overview section of the O365 AC

The overview section of the O365AC is where you submit SRs for all services that you have deployed (both O365 Dedicated and other services such as PowerBi).

A screen shot of the support overview section of the O365 AC

How to submit a service request

To submit an SR, click the service (for example, Mail), and then follow these steps:
  1. Identify the issue: Select the feature and the symptom from the drop-down lists provided, add then enter the issue summary and issue details that will help Microsoft in scoping the issue.

    A screenshot of the New service request page

    Note The Support Topics (Feature/symptoms) will align with O365 Multi-Tenant. You should select the topic that best aligns with your escalation issue. There are some Dedicated specific escalation scenarios for which there is no feature/symptom. Therefore, you should select a support topic that most closely aligns with the escalation. Or, you can always call Support. Primary examples are as follows:

    Active Directory (MMSSPP): Select Active Directory
    PST Capture: Select Compliance/PST import
    ProofPoint: Select Compliance
    SharePoint Self-Service Admin Portal: Select Administration/SharePoint Admin Center
    For Co-location or Customer Portal: call into Support
  2. Review suggestions. Based on the feature/symptom selected, content/resources will be presented that will help in troubleshooting and resolving the issue without recourse to Microsoft Support. Scoping questions presented will depend on feature/symptom selected.
  3. Add details. Here you can indicate the number of people affected by the issue, provide user and domain details, and provide details of any troubleshooting that were tried before escalation. File attachments can also be added. The scoping information will determine the severity of the SR. The severity of the SR is not set by the SR submitter. It is determined from the scoping of the SR (the feature/symptom selected).

    A screenshot of the add details page

    Note if you set the Is your service unavailable? option to “yes” and How many users affected? to “all,” this will trigger a SevA SR, which will cause CritSit resources to be engaged (at the customer and Microsoft). For any SevA scenario, customers are advised to phone Microsoft.
  4. Confirm & submit. Here you can review the information to be submitted and specify the contact email address and phone number. This info may pertain to the person submitting the SR or it may be the email address of the ticketing system if you want SR responses to be sent there. Make sure that the SR contact information is accurate before you submit the SR.

    A screenshot of the confirm and submit page
How to view and manage service requests

In the service request section of the support area, you can view and manage SRs. SRs can be searched, sorted, and filtered.

A screenshot of the view and manage SRs page

How to close and reopen service requests

You can open an SR that's been created in the O365AC and add notes or attachments. You can also close an SR (instead of waiting for Microsoft to close it).

A screenshot of the close page

After an SR is closed, you can reopen it by clicking Notes and reopen request. Be aware that SRs can be reopened only within 14 days of closure. If you want to reopen an SR that was closed more than 14 days ago (but less than 90 days), call Microsoft Support.

A screenshot of the reopen page

How to contact Microsoft O365 Dedicated Support by phone

In the O365 Admin Center, you may see telephone numbers for O365 Multi-Tenant. Continue to use the telephone numbers in the following table to reach technical support for the Microsoft O365 Dedicated (O365-D) services. Use the number that corresponds to the country from which you are calling. Dedicated customers should use technical support for Office 365 Dedicated.


Country Toll-freeLocal
Denmark 80347602 38322753
Japan 0120 984630 0364042874
Switzerland 0800 001 449 0227614087
United Kingdom 0800 032 3138 0203 450 5647
United States (877) 9MOSSUP
(877) 966-7787
(425) 706-7732
ITAR support phone numbers
Country Toll-free Local
United States (408) 352-9290


Properties

Article ID: 2694621 - Last Review: 11/29/2016 20:12:00 - Revision: 21.0

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

  • vkbportal226 kbgraphxlink kbgraphic KB2694621
Feedback