Microsoft 365 is a cloud-based service provided by Microsoft. Students, faculty, and staff at UW Madison are eligible to download and install the Microsoft Office suite on up to 5 personal computers. To see what features are available in UW-Madison's implementation, check here: Microsoft 365 - What features are included in Microsoft 365?

Troubleshooting process:

• Search the Microsoft 365 KB Site for an answer.
  • If an answer can be found, relay the information to the customer.
    • If they are happy with the answer, complete the incident and set the status to "Resolve".
    • If they are not happy with the answer or require more information than can be provided, gather the required WiscIT incident information below and forward the incident.
  • If an answer can not be found, gather the required WiscIT incident information and forward the incident.
• If the application/feature the customer is referring to is currently not enabled within our tenant, Microsoft 365 - What features are included in Microsoft 365?, please direct the case to Microsoft 365 support team for further review.
• DoIT supports the functionality of client applications included in the Microsoft 365 product suite (Outlook, Word, Excel, etc) but does not provide specific instruction or training in how to use the features of these products. Refer the customer to Microsoft's 365 Training when this type of instruction is requested.

Desktop and mobile client support:

• Microsoft clients are recommended by the vendor and are fully supported by DoIT. Please see Microsoft's Windows lifecycle fact sheet for more details regarding what versions are supported by the vendor and therefore fully supported by DoIT.
  • Microsoft 365 - Which clients/protocols will be supported?
  • Microsoft 365 - Technical Support for Microsoft 365 Features and Applications
• Best effort support is provided for non-Microsoft clients, as these clients are not recommended by the vendor.
  • These cases should not be escalated to level 3 technologists unless the issue is specifically related to account issues or a trend affecting a portion of campus.
  • Microsoft 365 - Support for non-Microsoft clients
• Cases regarding an issue with mobile mail apps can and should be escalated if the issue continues to occur in the Outlook app (for Android and iOS).
  • If the issue does not occur in the Outlook app, it is an issue with the native client and should not be escalated.
• The "Try the new Outlook" Web Interface is now the recommended view and is fully supported by the Help Desk and Microsoft 365 team. For further information refer to Microsoft 365 (Outlook on the web) - new Outlook on the web interface.
• Microsoft Copilot is currently not supported by the PCS team: Referrals - Microsoft Copilot (Formerly Bing Chat for Enterprise).

Microsoft Azure Active Directory (AzureAD, AA)

Sometimes the Microsoft naming conventions can be confusing.

Microsoft Azure is not the Microsoft 365 service, except for Azure Active Directory (AzureAD, AAD). AzureAD cases should use the "Other" subcategory.

Microsoft Azure, the public cloud service, can be routed through: Referral - Public Cloud Team (Amazon Web Services, Microsoft Azure, Google Cloud Platform).

For clarification and assistance, please use the PCS/Help Desk Advanced Support Teams chat.

Deactivation extension request handling

• Help Desk - Requests for Microsoft 365 and Google Workspace account deactivation extension (Former Students)

Feedback for Microsoft

Customers are welcome to provide feedback concerning M365 applications and features directly through M365's feedback portal: https://feedbackportal.microsoft.com/feedback. The M365 team may return cases to the Help Desk when customer issues are recommended for M365 direct feedback instead.

Select an appropriate service, category and subcategory from the options below.

• Microsoft 365

  • General

    • Account/Admin - For problems with any account or administrative function occurring in the Wisc Account Admin site.
    • Calendar - For problems with any features or functionality related to Microsoft 365 calendaring.
    • EAST Admin - For assistance with administrative functions for Help Desk CPS-controlled domains.
    • Email - For problems with any features or functionality related to Microsoft 365 email.
    • Feedback - Feedback regarding the Microsoft 365 service or tools developed to support the Microsoft 365 service.
    • Microsoft Apps - For any issues or questions regarding the non-core (Email, Calendar, Tasks, People) Microsoft Apps (e.g. Planner, OneDrive, Word, etc.).
    • Service-Based Deactivation - Problems/questions related to service-based deactivation.
    • Spam or Phishing - For problems/questions regarding spam mail or phishing attempts.
    • Other - For issues that do not fit into the other categories, including AzureAD.

Specifics Form

For ALL incidents, use the Specifics form for Microsoft 365 in WiscIT to gather the required information.

Use these documents to support your incident:

• Microsoft 365 - What version of Microsoft Office/Outlook am I using?
• Microsoft 365 (Windows/MacOS) - How are Office applications (Outlook/Word/Team, etc.) authenticated/configured? 

• If the issue is related to an email/calendar client (browser, desktop app, mobile app), the "Specifics - Microsoft 365" MUST be filled in before escalating the case to 3rd level technologists. See the doc to verify MS Office/Outlook client versions: Microsoft 365 - What version of Microsoft Office/Outlook am I using?
• If, after reading all journal notes, the case Short Description needs to be updated to reflect new issues, information, or changes in the issue, update description accordingly and SAVE incident before escalating.
• All escalated Microsoft 365 support cases should be sent to the O365 Technical/Functional WiscIT queue.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

The general Help Desk will handle Microsoft 365 calls after hours and on weekends. The general Help Desk should handle these cases in the same manner as Help Desk CPS staff, including forwarding unanswered questions to the Microsoft 365 team.