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- An email address for specific event (e.g. wref2023@mitwref@mit.edu)
- An email address for a lab (e.g. sul-lab@mit.edu)
- An email distribution list to contact several people at once (crestaff@mit.edu)
- Some other purpose
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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 lists forward groups replicate email to another email address (or multiple email addresses). For example, email sent to your-list-name@mit.edu can will be forwarded 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 list group email addresses - Very easy to set up (takes a few minutes)
- Membership can be managed by you or , self-managed, or CRE IT.
Caveats:
- Because email sent to the Moira list group will be forwarded replicated to your personal individual email account, your Moira list group email and your personal individual email may become will be commingled. You can configure Outlook rules to automatically organize Moira list your group emails into folders.
- Sending email FROM a Moira list is a little tricky.
- Requires the use of a separate email client
- Replies are stored in the local device (replies do not sync across devices)
- Others can't see sent emails
- You can't send replies from the web/mobile
- See this KB article for setup instructions.
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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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