Chapter 5: Reported Outages and Operations

As a tenant administrator, you could be the person who creates support tickets and reports about outages to Microsoft. In this chapter, we will look at the issue-handling process. In addition, we will learn how to check the environment operations log to see the possible reasons for the issue.

In this chapter, we are going to cover the following main topics: 

• Reporting an outage
• Reporting an issue
• Managing your reported outages
• Environment operations analysis

By the end of this chapter, you will be able to create a support ticket, report a serious outage, and analyze operation log entries.

Important Note

Remember that the first line of support is your Microsoft Partner. Ask them first, before you create a support ticket with Microsoft.

Reporting an outage

We have two different situations when we might need Microsoft support:

1. The first is the production outage. It is a serious incident with two types, as shown in the following figure:

Figure 5.1 – Outage types

Important Note

Outage reporting is only available for the Production type environments.

2. The second one is the common issue. Here, we just need to create a support ticket. We will look into this in the next section.

Production outage

1. Let's start with outages. To report an outage, open your production environment card and choose Support and Report Production Outage.

Figure 5.2 – Report Production Outage

2. After that, you will see the report dialog where you should select the outage type, and fill in your first and last name, phone number, and email address. Press Next when you have done that:

Figure 5.3 – Report Production...

Report issue

If neither your Microsoft Partner nor yourself as the delegated admin can resolve the customer's issue, you could create a support ticket with Microsoft.

Submitting a ticket through the admin portal

This is for a support ticket, which you are submitting on behalf of a customer:

1. First, you need to open your environment card and click on Support and New Support Request:

Figure 5.7 – New Support Request

2. After the click, Power Platform admin center will open. Here, you can see your previous support tickets. To create the new one, press + New support request. The support center is also accessible by direct link: https://admin.powerplatform.microsoft.com/support.

Figure 5.8 – Power Platform admin center support

3. The support request window will open. Here, you must provide details about your issue. Complete the following steps:
   1. Choose a product. In our situation, the most likely...

Environment operations analysis

To see the environment operations, open the admin center and click on the Operations tab. Here, you will see the significant operations on your environments. You can choose single environment operations or look through all environments. In addition, you can choose default periods – 7, 14, or 30 days, or a custom time interval.

Figure 5.14 – Environment Operations

Possible operation types that go to the operations log are as follows:

• Environment creation
• Environment rename
• Environment delete
• Environment properties modification (for example, changing of update window, security group, or Application Insights connection string)
• Environment update (major and minor)
• Environment restore
• Environment copy
• Environment restart
• App install
• App update

By clicking on the operation status, Complete or Failed, you can see operation details, which will definitely be helpful for...

Summary

You now have important knowledge – if you and your partner cannot resolve an issue, you can create a support ticket with Microsoft. If you and your colleagues cannot sign in to the environments (go back to Chapter 1, if you forgot how to construct the admin center direct link) or your APIs are not accessible, you can report an outage. You now know where you can create tickets and how to see the results. In addition, you know where to check operations in your environments. Now, we can move to the next chapter and learn how to manage your capacity.