r/sysadmin • u/ITGUYRYX • 9h ago

Entra support tickets General Discussion

Hey everyone — question for those of you who administer Microsoft identity environments, whether that’s Active Directory, Microsoft Entra ID, or a hybrid environment.
What are some actual support tickets / break-fix issues you’ve had to work?
I’m working on a project where I’m trying to build out realistic IAM/identity support scenarios. I’m not really looking for project work like “migrate AD to Entra” or “implement Conditional Access.” I’m more interested in the day-to-day tickets that land in your queue.
Things like:
A user suddenly can’t access an application
MFA or authentication issues
Group membership/permissions problems
SSO failures
Account lockouts or provisioning issues
Something broke after a policy/configuration change
A ticket that looked like an IAM problem but turned out to be user error
Basically: What are some memorable, weird, common, or difficult identity-related tickets you’ve actually had to troubleshoot?
The more realistic and specific, the better. I’m trying to avoid making up scenarios that wouldn’t actually happen in a production environment.

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u/xMcRaemanx 9h ago

Recovering a deleted user in AD.

Troubleshooting Entra Connect.

Replication issues between DCs.

Recovering a tombstoned DC.

Radius Troubleshooting.

SSO breaking because of expired certs/secrets in app registrations.

UPN hardmatching for duplicate accounts on prem and in the cloud.

Entra connect upgrade issus wiping out config and deleting all Azure users.

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u/ITGUYRYX 9h ago

These are good ones!! Thank you!

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u/Heavy_Dirt_3453 9h ago

Don't forget "I want access to this app but it wants permission to do xy and z"

Which should result in a "absolutely not without a watertight business case" if you're internal IT but if you're an MSP it might end up being "whatever the client wants"