In an event where device is returned to IT Services and is found in Activation Lock State - where previous owner has left Find My iPhones Protection Enabled, and it is not possible to gain access to the devices Apple ID Password, a support call with Apple Enterprise Support Team needs to be raised using the following process in order to unlock the device:
1. Download the below attached document and populate the device details as requested
2. Email the document using the pre-populated email link and attach the completed document and send it.
3. Within the next 48 hours, you will receive an email from Apple Corporate Support Team letting you know whether the Activation Lock has been removed successfully - if yes, connect the device to macOS device and restore the device using the latest iOS version via Apple Configurator.
NOTE: This process can only be used on devices that are currently already in Apple Device Enrolment Progam (DEP). If the device you are troubleshooting is not in DEP, this process cannot be used.
To find out if the device you are troubleshooting is in DEP, contact Operations & Response Centre Team where one of the Engineer with access to the service are going to be able to advise. You will need to ensure to provide the devices serial number to the ORC team.