Get user support
Important
Ensure you've set up user support before you submit an elevation or escalation request.
If you've reached the point in the workflow where you need to request elevated device access or escalation to Microsoft, use the following steps:
Note
These support options are not available for devices in the Test group.
Elevation requests
Before you request elevated access to a device, it's best to review which actions are best suited.
| Actions | Examples |
|---|---|
| Typical actions are intended for the elevation request process. It is performed routinely when troubleshooting problems with Microsoft Managed Desktop devices. |
|
| Actions that aren't recommended |
|
| Actions that aren't supported |
|
To request elevation:
- Sign in to Microsoft Endpoint Manager and navigate to the Devices menu.
- In the Microsoft Managed Desktop section, select Devices, which contains two tabs: the Devices tab and the Elevation requests tab.
- To create a new elevation request on the Device tab, select a single device that you want to elevate.
- From the Device actions dropdown menu, select Request elevation. A new elevation request fly-in will appear with the device’s name pre-populated in that field.
- Instead, to create a new elevation request in the Elevations requests tab, select +New elevation request.
- Provide these details:
- Support ticket ID: This is from your own support ticketing system.
- Device name: This is only when creating request from the Elevation requests tab. Enter the device serial number and then select the device from the menu.
- Category: Select the category that best fits your issue. If no option seems close, then select Other. It's best to select a category if at all possible.
- Title: Provide a short description of the issue on the device.
- Plan of action: Provide the troubleshooting steps you plan to take once elevation is granted.
- Select Submit.
- The list and details of all active and closed requests can be seen on the Elevation requests tab.
Escalation requests
To escalate an issue to Microsoft:
- Sign in to Microsoft Endpoint Manager and navigate to the Tenant administration menu.
- In the Microsoft Managed Desktop section, select Service requests.
- In the Service requests section, select + New support request.
- Provide a brief description in the Title field. Then, set the Request type to Incident.
- Select the Category and Sub-category that best fits your issue. Then, select Next.
- In the Details section, provide the following information:
- Description: Add any extra details that could help our team understand the problem. If you need to attach files, you can do that by coming back to the request after you submit it.
- Primary contact information: Provide information about how to contact the main person responsible for working with our team.
- Select the Severity level. For more information, see Support request severity definitions.
- Provide as much information about the request as possible to help the team respond quickly. Depending on the type of request, you may be required to provide different details.
- Review all the information you provided for accuracy.
- When you're ready, select Create.