In Exchange Online, administrators sometimes consider using the New-MoveRequest cmdlet to move mailboxes within the same tenant or datacenter. While this command exists for historical reasons, Micros...
Published Jan 08, 2026
Version 1.0
Blog Post
Mirela_Buru
Microsoft
MicrosoftHitrudolf-MSFT it is the opposite, Support + Engineering teams encourage and want to identify the root cause of the issue to provide a resolution rather than workaround (moving mailboxes around to mask an issue). It also doesn’t mean that Engineering wont help with the mailbox move, if that is the right thing to do. If for example the problem is with the source server, instead of each customer moving their affected mailbox to another one, Engineering would failover the database to a good server and investigate the issue on the faulty server.
Hi
Strange... if I am raising a case I always got the following:
"Note: We are a break fix team, and we would not be doing any Root Cause Analysis (RCA)."
- Mirela_Buru
Alex_Scerus , it really depends on the circumstances, factors like issue type (service incident or corner case), frequency of the issue (happened one time or multiple times and still happening), availability of logs, logging details and its limitations or even the support offering. With Service Incidents and Post Incident Reports the root cause is mentioned. While Support focuses on fixing an issue, it is usually done by identifying and addressing the root cause. However, there are cases where we cannot know the root cause and cases where we can have some pointers. Because of these variables, it is better to set expectations that a root cause analysis is not guaranteed.
In this blog post, the idea is for the customers to open a case with the actual issue so that we can help fix it. Support cannot fix a stalled local move or one that is not working since we don’t have the accesses to remediate this or expedite it. The Support team and / or Engineering team will decide on the best course of action for each actual issue.
I think Alex is on point though. They never ever do a RCA. They just want to close tickets. I think internally Microsoft thinks their support is better than what customers experience. They act more like insurance claims adjusters with delay and deny tactics. They are more concerned about meeting contact SLAs then actually solving the problem. They ask for the same information multiple times, even if you have already provided it. All the while, if a local move request fixes my users issue and gets them back up and running again quicker that is the route I am going to take regardless of your guidance because support is to slow.
- Mirela_Buru
JSC-WV Discussing the quality of the support is tangent to this blog post. As a support person myself, I cannot make everyone happy and cannot generalize about the entire support. The objective of the blog post is to provide a clear supportability statement, as well as recommendations and warnings. People will decide and do what's best for them.
