check before: 2024-08-01
Product:
Exchange, Microsoft 365 admin center, Microsoft 365 Apps, Microsoft 365 for the web, Outlook
Platform:
Online, Web, World tenant
Status:
Change type:
New feature, User impact
Links:
Details:
Summary:
The new Microsoft Outlook will feature a 'Get diagnostics' option to submit logs to Microsoft Support. Rolling out late August to late September 2024, it will be available in the Help tab and is initially off by default. Admins can enable it using Cloud Policy. No action is required before the rollout.
Details:
Coming soon for new Microsoft Outlook for Windows and the web: A new Get diagnostics feature will allow users to submit logs after they open a ticket with Microsoft Support. To submit diagnostic information to a support agent, users will be able to select Get diagnostics in the Help tab, select Upload logs, copy the Support ID that is generated, and then share the Support ID with the support agent.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out late August 2024 and expect to complete by late September 2024.
Change Category:
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Scope:
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Release Phase:
Created:
2024-08-23
updated:
2024-08-23
Task Type
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Docu to Check
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Direct effects for Operations**
User Confusion
Users may be confused about the new 'Get diagnostics' feature and how to use it, leading to frustration when seeking support.
- roles: End Users, Support Staff
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Increased Support Tickets
The introduction of the feature may lead to an increase in support tickets as users may not understand the process of submitting logs.
- roles: Support Staff, IT Administrators
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Data Privacy Concerns
Users may have concerns about the privacy of the logs being submitted, potentially leading to reluctance in using the feature.
- roles: End Users, Compliance Officers
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Training Needs
There may be a need for additional training for users and support staff to effectively utilize the new feature, impacting productivity.
- roles: End Users, Support Staff
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Documentation Updates
Existing documentation may require updates to include the new feature, which could lead to inconsistencies if not managed properly.
- roles: IT Administrators, Documentation Specialists
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Configutation Options**
Enable Get Diagnostics Feature
Admins can enable the Get diagnostics feature using Cloud Policy in the Microsoft 365 admin center.
- technical instructions: 1. Go to the Microsoft 365 admin center. 2. Navigate to Customization. 3. Create a new Cloud Policy. 4. Search for 'new outlook' and select 'Configure Get diagnostics'. 5. Change the setting to 'Enabled'.
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policysteps-for-creating-a-policy-configuration
Disable Get Diagnostics Feature
Admins can disable the Get diagnostics feature if it has been enabled previously.
- technical instructions: 1. Go to the Microsoft 365 admin center. 2. Navigate to Customization. 3. Locate the Cloud Policy for 'Configure Get diagnostics'. 4. Change the setting to 'Not configured' or 'Disabled'.
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policysteps-for-creating-a-policy-configuration
User Notification
Notify users about the upcoming change regarding the Get diagnostics feature.
- technical instructions: Prepare a communication plan to inform users about the new feature and its implications. Update any relevant documentation accordingly.
- references: https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Monitor Feature Rollout
Keep track of the rollout schedule for the Get diagnostics feature to ensure proper user support.
- technical instructions: Check the Microsoft 365 admin center for updates on feature availability and user feedback.
- references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy
" target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy
Feedback Collection
Collect user feedback on the Get diagnostics feature after it is enabled.
- technical instructions: Set up a feedback mechanism (e.g., survey or direct communication) to gather user experiences and issues with the new feature.
- references: https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a
Opportunities**
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** AI generated content. This information is not reliable.
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