** Shared Mailbox Workflow – User Support **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This workflow outlines how User Support identifies the appropriate approver for shared mailbox access requests.  

User Support is responsible for verifying who must approve access, documenting that approval in the ticket, and escalating the request. User Support does not assign shared mailbox permissions.

Audience

ITS Staff - User Support staff

Procedure

Step 1: Check Microsoft 365 Admin Center

Microsoft 365 Admin Center is the first place to check. Many shared mailboxes list an owner here.

  1. Go to admin.microsoft.com and sign in

  2. Select Users, then Active users

  3. Search for the shared mailbox name

  4. Select the mailbox

  5. Open the Account tab

If an owner name is listed:

  • Request approval from that individual

  • Document the approval in the ticket

  • Escalate the request

If no owner is listed, continue to Step 2.

Step 2: Check Active Directory

Use this step when no owner is listed in Microsoft 365 Admin Center.

  1. Open Active Directory Users and Computers

  2. Select the Search (binoculars) icon

  3. Confirm:

    • Find: Users, Contacts, and Groups

    • In: Entire Directory

  4. Search using part of the mailbox name

  5. Open the shared mailbox object

  6. Open Properties

  7. Select the Organization tab

  8. Check whether a Manager is listed:

    • If the field is populated, that person is the approver.

    • If the field is blank, use the department’s leadership as the approver.

  9. Once approval is received:

    • Document it in the ticket

    • Escalate the request

Step 3: Approval Summary

Use the following order when identifying approvers:

  1. Microsoft 365 Admin Center owner

  2. Active Directory Manager

  3. Departmental leadership

Approval must be documented before escalation.

Help and Escalation

If the mailbox does not appear in search results, or if any step does not look correct, ask for assistance.

Mailbox names may vary, and it is acceptable to request a second review to confirm accuracy.

STOP POINT – User Support Boundary

User Support responsibilities end after:

  • Identifying the correct approver

  • Documenting approval

  • Escalating the request

User Support should not assign shared mailbox permissions.

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