Raising a Microsoft Support Ticket with Evidence

This guide should be used as a reference when creating a Microsoft support ticket. It will describe how to raise the ticket, as well as what attachments you should supply to Microsoft to speed up their investigation. 

It is highly suggested to gather all of the suggested attachments before creating the ticket. This means you can include them on the ticket creation itself. Supplying Microsoft with the most information as possible will make it less likely that they will require assistance.

If even after supplying all of these attachments Microsoft requires more information, they may request a "Fiddler Trace". This is a more detailed Network trace that you capture while re-producing the issue. They will provide full instructions on how to complete this process via email, along with a One-Time-Password so they can receive this.

In this article:

• Creating the Attachments
  • Record a video re-producing the issue 
  • Provide the network logs
  • Provide the steps required to re-produce the issue
• Creating the Ticket

Creating the Attachments

Record a video re-producing the issue

1. Create a new Power Point 
2. Go to Record tab and click Screen Recording
3. Select the whole screen 
4. Click record (in the control window on top of the screen) and reproduce the issue
5. Stop the recording when you finished reproducing the issue. You can press Windows logo key & Shift + Q or make the control window visible by approaching the cursor to the top of the screen and then clicking Stop
6. The recorded video will appear in the slide. Right click on it and click "Save media as..."
7. Save it as MP4

 

Provide the Network logs

• Inside the browser, Press F12 -> Reproduce the issue with the Network tab open -> Click Export  HAR 

Provide the steps required to re-produce the issue

• Open the "Steps Recorder" Application 
• Click "Start Record" and reproduce the issue
• Click "Stop Record"
• Save as a ZIP file

Creating the Ticket

1. First, go to the admin centre in the affected tenant (You need the correct permissions): https://admin.microsoft.com/Adminportal/Home?#/homepage 

2. Click on New Service Request

   
3. Enter the description of the issue and click next
4. A few related articles will appear, to raise a support ticket click "Contact Support" at the bottom 
5. Then at the bottom, click "New Microsoft service request"
6. Fill in the information with as much information as you can, add all of your attachments gathered in the previous section and click "Contact me"

The ticket is now raised with Microsoft. The ticket will appear under the Open Service Requests list from the left menu. Microsoft will then contact you at a later date requesting more information, a meeting or to update you on their internal investigation.