Table of Contents

• All cases
  • Required info for all cases
  • Defining the problem
  • How to find technical details
• App Protection Policies
• Autopilot
• Windows
• Android
• iOS/macOS/Apple
• Portal/Reporting

Opening quality Support cases for Intune

The purpose of this guide is to provide guidance on how to open up great support cases. This will minimize case resolution time, reduce back & forth communications and progress you further into the case from the beginning.

Please use the table of contents to skip around this guide as needed.

Additionally, please remember this is not a troubleshooting guide, but rather a guide on opening up high quality cases. It will also not contain everything in the scope of Intune - this is just a high-level guide of what to submit for the majority of cases.

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Required for all cases

Each case has a few mandatory things from a high level we will cover:

1. The problem
2. The scope of the problem
3. Business Impact

We will cover all of these in-depth.

Defining the problem

What is the problem at hand? Be clear and concise - here are some examples.

• App deployment
• Device Enrollment
• Configuration Policy
• Resource Access (VPN, Wi-Fi)
• Portal behavior / reporting issues

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Now that we have the basics out of the way – let’s dive into technical information to include in the case.

Please try to include this information in every case if possible

• Is this a new implementation of something, or is it something that has broken?
  • If broken, approximate when did you start seeing issues?
• What platform is affected? (iOS, Windows, Android)
• Is this a policy deployment issue?
  • If so – what kind of policy? App Protection Policy? SCEP? VPN?
  • Please include the exact name of the policy in the case.
• Is there currently an affected device that we can actively use to troubleshoot?
• What is the User Principal Name (UPN) of the user who is using it?
• What is the Intune DeviceId? (Navigate to the device in the Intune Portal, and click on “Hardware”)
• What is the device serial number?
• How many users are affected? How many devices?
• Does this affect the same user on other devices?

Once you have these basics included, you should include the below information as well (where applicable)

For guidance on the technical details, click here.

Once you have these basics established,

Finding technical detail

• Devices
  • Serial Number
  • Device Id. These can be found under the “Hardware” tab
  • 
• Users
  • User Principal Name (e.g., user@domain.com)
• Applications
  • The exact name of the application & the platform (e.g., iOS, Windows, Win32, MSI, etc.).
  • Application ID – found in the URL when you open an app:
  • 
• Policies
• We just need the exact name of the policy.

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