📄 DHX Helpdesk

Internal knowledge base for DHX helpdesk operators. Search by keyword or use the index below.

Authentication and Identity

  • Identity Verification — Mandatory process for confirming a user's identity before making any account changes.
  • Account Locked Out or Disabled — User can't sign in due to Smart Lockout or a disabled account in Entra ID.
  • Passkey Not Working — New or Reset Phone — Device-bound passkey lost due to new phone, factory reset, or replaced device.
  • Microsoft Authenticator App Not Working — Authenticator installed but sign-in requests not arriving, or app reinstalled.
  • Conditional Access and Sign-in Failures — Diagnosing sign-in blocks caused by CA policies (geo-IP, device compliance, risk level).

User Accounts and Access

  • New User Account Setup — Creating an Entra ID account, assigning groups, licensing, and communicating credentials.
  • Granting Access to Microsoft 365 Resources — Adding a user to SharePoint, Teams, shared mailboxes, or M365 security groups.
  • Granting Access to Azure DevOps — Adding a user to the DhxSoftware ADO organisation or a specific project.

Mobile Devices

  • New Phone Setup and Enrolment — Enrolling a new company phone in Intune and registering a passkey on it.
  • Existing Phone Issues — Non-compliant device, apps not syncing, or Intune check-in failures.
  • Mobile App Protection Policy — BYOD Access — Personal phones accessing DHX data via App Protection Policy; PIN prompts, blocked actions, common issues.

Laptops

  • New Windows Laptop Setup — Enrolling a new laptop via Autopilot or manual Intune join.
  • Existing Laptop Issues — Performance, compliance, app, or update problems on a managed Windows device.
  • Retiring a Device — Removing company data from a phone or laptop that is being replaced, lost, or decommissioned.

Security and Blocked Access

  • Blocked Applications and Websites — Apps or sites blocked by Defender for Cloud Apps; how to triage, escalate, and sanction.
  • Escalation and Security Incidents — When and how to escalate; what constitutes a security incident requiring immediate supervisor notification.

Reference

  • Admin Portal Quick Reference — Bookmarked URLs for Entra, Intune, M365, SharePoint, ADO, and Odoo.
  • Ticket Standards — Communication expectations, documentation requirements, and confidentiality rules.