499156 – Microsoft Intune: Intune Suite – Support approvals can now be requested by non-primary users of a device.

Product:

Intune

Platform:

US Instances, Windows Desktop, World tenant

Status:

In development

Change type:

Links:

Details:

We're updating Endpoint Privilege Management to allow users who are not assigned as the primary user of a device to initiate support approval requests. Previously, these requests would fail, but with this change, they will be processed successfully.

Change Category:
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Scope:
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Release Phase:
General Availability

Created:
2025-07-26

updated:
2025-10-02

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

User Confusion and Miscommunication
Non-primary users may not fully understand the support approval process, leading to confusion and potential miscommunication when requesting support.
   - roles: End Users, Support Staff
   - references: https://techcommunity.microsoft.com/t5/intune-customer-success/support-approvals-can-now-be-requested-by-non-primary-users-of-a/ba-p/3851230

Increased Support Requests
With more users able to request support approvals, there may be an influx of requests that the support team is unprepared to handle, leading to longer response times and user frustration.
   - roles: Support Staff, IT Operations
   - references: https://techcommunity.microsoft.com/t5/intune-customer-success/support-approvals-can-now-be-requested-by-non-primary-users-of-a/ba-p/3851230

Configutation Options**

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explanation for non-techies**

Imagine a shared office space where multiple people use the same desk throughout the day. Previously, only the person officially assigned to that desk could request maintenance or support if something went wrong, like a broken chair or a malfunctioning computer. This was inconvenient for others who also used the desk but couldn't directly ask for help.

With the recent update to Microsoft Intune's Endpoint Privilege Management, this scenario has changed. Now, anyone using the desk, regardless of whether they are the primary user, can request support. This is akin to allowing any person sitting at the desk to call for assistance if needed, ensuring that issues are addressed promptly and efficiently.

This change is particularly useful in environments where devices are shared among multiple users, such as in shift work or hot-desking setups. It streamlines the process of getting help and ensures that all users have the ability to maintain productivity without unnecessary delays.