Troubleshooting

Miscellaneous

Data

Security


Troubleshooting


Q: My users have not synchronized, what can I do?

A: There could be few reasons for this:

  1. No changes found (new or removed users)
  2. User’s primary email has a domain not approved in QuickHelp
  3. Re-authentication is required in the QuickHelp Admin Portal
  4. Users not assigned an O365 license


Q: My graph data has not synchronized, what can I do?

A: There may be a few reasons for this:

  1. Initial Graph Report data may take up to 72 hours to display
  2. Re-authentication is required in the QuickHelp Admin Portal
  3. App(s) may not be in use by your organization
  4. Users are not assigned a UPN



Miscellaneous


Q: How often is data updated?

A: QuickHelp synchronizes with Microsoft Graph instance once a day, usually around 6:00-8:00am UTC.


Q: How long does Microsoft keep an organization’s data?

A: Microsoft currently keeps data for 30 days.


Q: How long does BrainStorm keep our company’s data?

A: BrainStorm currently keeps data indefinitely. However, as we collect more data, we may become more restrictive.



Data


Q: What user data points are sent to QuickHelp from Microsoft Graph?

A: QuickHelp can access the data points available through the Microsoft Graph APIs based on the selections you have made when authenticating QuickHelp with Microsoft Graph .


For User Sync the basic information is:

  • Email Address
  • First Name
  • Last Name
  • Department
  • Title
  • O365 License Type


Q: What usage data points are sent to QuickHelp from Microsoft Graph?

A: QuickHelp can access the data points available through the Microsoft Graph APIs based on the selections you have made when authenticating QuickHelp with Microsoft Graph.


For Usage Data the basic information is:


  • Number of Microsoft licenses per product
  • Usage in the following applications:
    • Teams
      • Number of private chat IMs
      • Number of team chat IMs
      • Number of meetings
      • Number of calls
    • OneDrive
      • Number of files synced
      • Number of files viewed/edited
      • Number of files shared internally
    • Exchange
      • Number of emails sent
      • Number of emails received
      • Number of emails read
    • SharePoint
      • Number of files synced
      • Number of files viewed/edited
      • Number of files shared internally
      • Number of pages viewed
    • Skype
      • Number of IM’s peer to peer
      • Number of conferences organized
      • Number of conferences attended
    • Yammer
      • Number of posts read
      • Number of likes
      • Number of posts


Q: In Graph Reports, what is the definition of a user?

A: QuickHelp Users: O365 Users that have logged in to QuickHelp at least once

Other Users: O365 Users that nave never logged in to QuickHelp, regardless of their QuickHelp license status

Optimized Users: Users who have adopted 4 or more of the core Office 365 applications. Only users with at least 25 unique actions in at least 4 applications are counted toward this number.

Initialized Users:  Users who have performed at least 1 action in any of the applications available to them in Office 365 other than Outlook.


Q: What is the definition of an active user in each Microsoft application?

A: To be considered active, a user must have performed at least one action in the respective application.


Q: How far back is the data in Microsoft Graph Reports displayed?

A: The data displayed in Graph Reports is always five (5) days previous and it will display moving forward from that original five-day mark. For example: If you enable graph data on March 10th. Data will start displaying on approximately March 13th . The data itself, however, will be from March 5th on.



Security


Q: How does Authorization with Microsoft Graph work?

A: When the global Admin authenticates, Microsoft provides QuickHelp with an authorization token. This authorization token is used in subsequent queries to synchronize the data that you have selected while enabling Microsoft Graph.


Q: Can QuickHelp still access the Microsoft Graph data points if it is no longer enabled?

A: No. If Microsoft Graph is not enabled, QuickHelp will not be able to access Microsoft Graph data points.


Q: Can QuickHelp or BrainStorm access the admin credentials used to sign into O365?

A: No. When you sign in to O365 to enable Microsoft Graph for QuickHelp, you sign into a Microsoft generated and controlled dialog. The information you enter there is only visible to Microsoft. QuickHelp or BrainStorm has no way of accessing it.


Q: Can QuickHelp see email communication/confidential information if Microsoft Graph is enabled?

A: No. Enabling Microsoft Graph for QuickHelp does not give QuickHelp visibility into any specific content such as your emails, or document content. Microsoft Graph functionality is designed to solely provide you with usage reporting information as number of messages sent, number of emails read, etc.


Q: How is security for the Authorization Token managed by QuickHelp?

A: The Microsoft Graph authorization tokens are stored in a database that is encrypted with AES-256.


Q: Can QuickHelp access data outside of the requested permissions?

A: Microsoft prevents applications and developers such as QuickHelp from accessing data outside of the requested permissions through scopes. These scopes are enabled by the authorization token provided by Microsoft to QuickHelp when the admin user accepts the requested permissions. When QuickHelp uses the token to access data any subsequent number of times, Microsoft verifies that token and ensures that the application can only access the data it is enabled to access by the admin. Any requests to access additional data are denied.


Q: Does QuickHelp have access to any PII through Graph?

A: Yes. QuickHelp receives non-sensitive PII. E.g.: Email, first name, last name, department, title, etc.


Q: Is the use of Microsoft Graph data in QuickHelp GDPR compliant?

A: Yes. Any data collected by QuickHelp via Microsoft Graph is GDPR compliant and a user has the same level of control on this data as all other data in the application.