Delegating Mailbox Permissions Through ServiceNow

Shared mailbox permissions used to be set directly by IT. Every request was a manual ticket. We integrated this process into ServiceNow and fully automated it.

The Challenge

IT was responsible for setting mailbox permissions – even though the business unit best knows who should have access. Every change meant a ticket, waiting time, and manual effort.

The Solution

We added a shared mailbox access form to the ServiceNow Service Catalog. Employees request access directly there. Azure Automation sets the permission automatically via the Microsoft Graph API. Every change is logged in ServiceNow and is traceable at any time.

The Result

Mailbox permissions are granted quickly and in a controlled manner. IT is no longer manually involved. Full audit trail in ServiceNow.

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