Monitoring service request status
Once you’ve submitted a service request, managing and tracking its progress becomes crucial, especially when handling multiple requests. In this recipe, you’ll find previously submitted service requests to check on their status or make changes.
Getting ready
Creating service requests requires Microsoft 365 administrative privileges. Ensure you have an eligible admin role to proceed.
How to do it…
- In the Microsoft 365 admin center (http://admin.microsoft.com), go to Show all | Support | View service requests. You’ll see all of your service requests listed along with their current status, as shown in Figure 1.14.
Figure 1.14 – Service request history
- This screen allows you to export the last 13 months of service requests as CSV and search or filter your service requests, providing a clear view of their statuses.
- By selecting a request, you can access detailed case notes and the request’s history, including all communications, offering insights into the issue’s resolution process. Figure 1.15 shows the details for a request where you can also see the Edit option.
Figure 1.15 – Service request details
How it works…
The Service request history screen in the admin center facilitates easy tracking and management of your requests. It’s designed to aid in identifying recurring issues, reporting on resolutions, and ensuring effective communication within your organization regarding service request outcomes.
There’s more…
Editing an existing request is also straightforward. Here are the steps:
- In the Microsoft 365 admin center (http://admin.microsoft.com), go to Show all | Support | View service requests.
- Select your request.
- Select Edit to provide additional information or update contact information. Figure 1.16 shows the Edit panel with limited options to update.
Figure 1.16 – Edit options for an existing service request
You will be able to add additional notes at any time, as well as adjust your contact number, email, and recording consent preference.
- Select Save to update the service request.
