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Mark Weusten's avatar
Mark Weusten
Copper Contributor
Nov 09, 2017

How can I escalate issues in Office 365?

I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same informa...
office 365
sharepoint
despich's avatar
despich
Copper Contributor
Sep 15, 2021
I am sorry I am desperate I heard you could maybe help. I have two tickets that have been open for over 1 month each that is directly affecting all my 130 users. The techs on the ticket have not escalated them and won't let me deal directly with the real techs they are talking to. So all they do is keep suggesting to check the same settings again and again. Then they don't reply for a few days then it's another suggestion that usually does not even really apply to the issue something that they spent 5 minutes googling then they reply back with something like "have you looked at this " and then they supply a Hyperlink to whatever article they found. Their is no progress..

Case #: 26909889 and Case #:26910254
RussellRead's avatar
RussellRead
Icon for Microsoft rankMicrosoft
Sep 15, 2021

despich - I've sent you a private message and will follow-up with the team now.

  • Antonello69's avatar
    Antonello69
    Copper Contributor
    Oct 26, 2021

    Hi Russell

    Thanks a lot for your help,
    support suggested me a solution that works, although I'm not completely satisfied
    because of I'm required to change the user passwords on prem to get the last change date property synchronized with Azure AD .. In my mind changing the "pwdLastSet" attribute to "0" and in turn to "-1" actually modify the attribute to the current system date and so this change must be reflected to the Azure AD corresponding attribute , with no need to trigger an on prem password reset.

    Regards

    Antonello

  • RussellRead's avatar
    RussellRead
    Icon for Microsoft rankMicrosoft
    Oct 12, 2021

    Hi Antonello69,

     

    Sorry to hear that you aren't happy with the response from our support team. I reviewed the case notes earlier today and have asked the team to follow-up with you.

     

    I believe the suggestion from the support team to try changing the password was based on the fact that it wasn't clear you had already attempted this. From your description, I understood that you weren't actually changing the password, but rather just changing the password last change date property.

     

    I agree that the team could have better scoped the issue and helped you understand why the troubleshooting step was being suggested.

     

    Hopefully, the team will be able to help get this question answered for you soon.

     

    -thanks, Russell.

  • Antonello69's avatar
    Antonello69
    Copper Contributor
    Oct 12, 2021
    Hello Russell

    I opened a support case ( Ticket #27672544 ) but I'm not very happy of how it's been managed 'til now, I explained clearly what's my need but the support is not giving me a real resolution , could you help ?

    Thanks a lot
    Regards

    Antonello

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