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- Shared mailboxes have an email address that you can receive email to and send email from.
- Multiple users can access this mailbox
- Shared email addresses must be between 3-8 characters in length.
- Your personal email and your shared email will be kept entirely separate - it is like having a secondary email account
- This is a simple solution when you want a general email inbox for a group of users
- You will see the additional mailbox as an additional account in Outlook, below your main account
- Takes a few days to set up
- Membership must be managed by IS&T
Moira Groups / Moira Lists
- Moira groups replicate email to another email address (or addresses). For example, email sent to your-list-name@mit.edu will be sent to your-keberos@mit.edu.
- These can be thought of as an alias.
- Mail can be forwarded to any domain, such as @gmail.com, @yahoo.com, etc... It does not need to be an @mit.edu email address
- There is a 320-character
limit for Moira group email addresses - Very easy to set up (takes a few minutes)
- Membership can be managed by you, self-managed, or CRE IT.
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- A third approach is to use a ticketing system, such as ServiceNow
- Ticketing systems are superior when you expect to receive a lot of requests that have tasks associated with them (E.g. You are being asked to provide support to a group, you need to coordinate reservations, etc...)
- Emails are sent to a Moira group email address and processed by the ticketing system. The system then notifies you about the inquiry (and any replies to the thread) via email.
- You can reply to notification emails from the ticketing system just as you would respond to a user directly and they will receive the email
- All related emails are associated with the specific ticket
- All correspondence can be viewed on the ServiceNow website, and you can made additional notes that are not visible to the client
- Tickets can have statuses (Open, On Hold, Closed...) as well as custom categories (Work Request/AV, Work Request/Printer Setup, etc...)
- Provides substantial reporting capabilities (See the number of requests, when they come in, the type of requests, average time to resolution...)
- Membership can be managed by you; typically managed by CRE IT
Read more about MIT's ServiceNow Ticketing system here. You may also want to watch the first several minutes of this training video which has a brief overview on ticketing systems.
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