Microsoft 365 – Customer lockbox is enabled for Microsoft Teams: Important feature for large tenants or more requests for Microsoft Support – Part 1

Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy >> Customer lockbox - option to enable / disable Customer lockbox feature
Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy >> Customer lockbox - option to enable / disable Customer lockbox feature

Hi All,

Greetings for the day !!!

Takeaway from this article

  • What is Customer lockbox
  • For which features of Microsoft 365 Customer lockbox is available
  • By default for which customers Customer lockbox available
  • Who can approve / request content / data access request from Microsoft
  • Customer lockbox Approval Process Workflow
  • How to approve / reject data / content access request
  • How to enable /disable Customer lockbox

What is Customer lockbox

  • In most of the cases or in large tenants we need to raise the support ticket to Microsoft
  • As we raise ticket, Microsoft engineer may need to access our data / content to fix an issues or to know root cause of an issue though they mostly use telemetry or debugging tools which Microsoft have
  • Customer lockbox feature allows Microsoft engineer to take the permission of either “Global administrator” or “Customer Lockbox access approver” of our tenant
  • Customer lockbox ensures that Microsoft cant access content without prior approval of either “Global administrator” or “Customer Lockbox access approver
  • Customer lockbox supports to request to access the content to admins (“Global administrator” or “Customer Lockbox access approver“) for
    • SharePoint Online
    • Exchange Online
    • Microsoft Onedrive for Business
    • Microsoft Teams
  • Customer lockbox uses “Approval Process workflow” behind the scene

Customers for those Customer lockbox is available

  • Microsoft 365 or Office 365 E5 subscriptions
  • We can add to other plan through – an Information Protection and Compliance or an Advanced Compliance add-on subscription

Customer lockbox Approval Process Workflow

  • We have an issue in our Tenant
  • Our team cant fix the issue
  • We raise the ticket to Microsoft – support ticket to Microsoft
  • Customer lockbox feature is enabled in our tenant
  • Ticket is assigned to Microsoft engineer
  • Microsoft engineer understands that there is need of access to content from the Tenant
  • Microsoft engineer logs to Customer lockbox request tool and makes data access request – tenant name, service request number, and estimated time to access the content
  • Request goes to Microsoft manager for approval
  • As Microsoft manager approves the request, request goes for approval to – “Global administrator” or “Customer Lockbox access approver” of our organization – email notification – pending access request from Microsoft as shown in below fig

Microsoft 365 - Customer lockbox feature - content request approval email to "Global administrator" or "" of our tenant
fig : Microsoft 365 – Customer lockbox feature – content request approval email to “Global Administrator” or “Customer Lockbox access approver” of our tenant (image courtesy – Microsoft – https://docs.microsoft.com/en-us/microsoft-365/compliance/customer-lockbox-requests?view=o365-worldwide )
  • Either our tenant “Global administrator” or “Customer Lockbox access approver” can approve / reject the request from Microsoft 365 admin center
  • Navigate to – Microsoft 365 admin center >> Support >> Customer Lockbox Request as shown in below fig
Microsoft 365 admin center - Support >> Customer Lockbox Request
fig : Microsoft 365 admin center – Support >> Customer Lockbox Request
Microsoft 365 admin center - Support >> Customer Lockbox Request
fig : Microsoft 365 admin center – Support >> Customer Lockbox Request – image courtesy : Microsoft
  • As we click on request – approver (Global administrator” or “Customer Lockbox access approver) either approve or reject the request
  • As approver (Global administrator” or “Customer Lockbox access approver) either approve or reject the request, audit record in audit log is created – I’ll write seperate next article for Audit logs for Customer Lockbox
  • If the approver (Global administrator” or “Customer Lockbox access approver) rejects the request or doesn’t approve the request within 12 hours, the request expires and no access is granted to the Microsoft engineer
  • If approver (Global administrator” or “Customer Lockbox access approver) approves the request, microsoft engineer receives the email notification

How to enable / disable Customer lockbox in Microsoft 365 admin center

Microsoft 365 admin center
fig : Microsoft 365 admin center
  • As we are in Microsoft 365 admin center, navigate to Org settings >> Security & privacy
  • On “SecurityPrivacy” page – https://admin.microsoft.com/#/Settings/SecurityPrivacy/ we have an option for enabling / disabling the “Customer lockbox” feature as shown in below fig
Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy Customer lockbox
fig : Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy >> Customer lockbox
  • As we click on “Customer lockbox” link, right pane opens where we can enable / disable the feature as shown in below fig
Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy >> Customer lockbox - option to enable / disable Customer lockbox feature
fig : Microsoft 365 admin center >> Settings >> Org settings >>Security & privacy >> Customer lockbox – option to enable / disable Customer lockbox feature

Next article for Customer lockbox : In next article we will discuss about audit logging for Customer lockbox. STAY TUNED

Thanks for reading !!! Please feel free to discuss / suggestions / thoughts / queries are welcome !!!

HAVE A GREAT TIME AHEAD !!! LIFE IS BEAUTIFUL 🙂

Prasham Sabadra

LIFE IS VERY BEAUTIFUL :) ENJOY THE WHOLE JOURNEY :) Founder of Knowledge Junction and live-beautiful-life.com, Author, Learner, Passionate Techie, avid reader. Certified Professional Workshop Facilitator / Public Speaker. Scrum Foundation Professional certificated. Motivational, Behavioral , Technical speaker. Speaks in various events including SharePoint Saturdays, Boot camps, Collages / Schools, local chapter. Can reach me for Microsoft 365, Azure, DevOps, SharePoint, Teams, Power Platform, JavaScript.

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1 Response

  1. May 25, 2022

    […] In last article we discussed about Customer lockbox – Microsoft 365 – Customer lockbox is enabled for Microsoft Teams: Important feature for large tenants or more requests for Microsoft Support – Part 1 – https://knowledge-junction.com/2022/05/24/microsoft-365-customer-lockbox-is-enabled-for-microsoft-te… […]

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