Hi Power Platform Administration Team,

This is the idea from Victor - CIMB,

Scenario

The customer is using Dynamics 365 Customer Service / Power Platform and has a Production Support team that needs to log and manage Microsoft support requests through the Power Platform admin center.

The customer’s concern is that, based on the current documented behavior, users must have an administrative role to access the Support requests page and create support tickets in the Power Platform admin center. The only identified non-admin role is LCS User; however, this role is intended for Finance and Operations scenarios and is not applicable to the customer’s Dynamics 365 Customer Service environment.

From the customer’s perspective, their Production Support team is not an end-user group, but they also should not require broad administrative privileges only for the purpose of logging and managing support tickets. Requiring admin-level access for this support activity may create operational bottlenecks and may not fully align with least-privilege security principles, especially for organizations in regulated industries such as banking.

The customer would like to know whether there can be a dedicated support-focused role that allows selected users to create and manage support requests, while only having read-only visibility into environments and platform settings, without granting unnecessary administrative permissions.

Expected behavior

We expect Power Platform admin center / Dynamics 365 support experience to provide a supported role or permission model that allows organizations to:

- Assign a dedicated non-admin support role to internal Production Support users

- Allow those users to create and manage Microsoft support requests

- Provide read-only visibility to required environment and platform information needed for support case submission

- Avoid granting broad administrative privileges when the user only needs support ticket creation and support case management capability

- Better support least-privilege access models for regulated organizations

Actual result

Currently:

- Accessing the Support requests page and creating support requests in the Power Platform admin center requires an administrative role

- The only identified non-admin role is LCS User, but this is not applicable for the customer’s Dynamics 365 Customer Service scenario

- No confirmed workaround or dedicated non-admin support role has been provided for this requirement

- The current behavior is confirmed as by design

- The customer’s Production Support team would need to rely on users with administrative roles to log or manage support tickets, which may create operational dependency and access governance concerns

As a result, the customer does not currently have a supported way to allow their Production Support team to create and manage support tickets in PPAC while maintaining a least-privilege access model.

Ask

Could the Product Group consider a future enhancement to introduce a dedicated support role or permission model for Power Platform admin center / Dynamics 365 support scenarios, so that:

- Organizations can allow selected non-admin users to create and manage support requests

- The role can provide read-only access to the minimum environment and platform information required for support case submission

- Customers do not need to grant broad administrative privileges only for support ticket creation

- Regulated organizations can better align support operations with least-privilege and access governance requirements

- Production Support teams can work more efficiently without depending on full administrators for every support request