This document describes the different ways a service account can be accessed both in Outlook on the web and within an Outlook desktop clients.
Important:
- Microsoft 365 Service Accounts can only access certain UW-Madison applications/services. For Microsoft 365 access, you can only access the Service Account using the following processes listed below.
- All Service Accounts, when created, are hidden from the Global Address List (GAL). This means that they will not be searchable from any client using the GAL.
- Only users (NetID@wisc.edu) who are licensed for UW-Madison Microsoft 365 accounts can interact with a Service Account.
Access the Service Account via 'Open Mailbox' feature in Outlook on the web (browser)
To access a Service Account via the 'Open Another Mailbox' feature in Outlook on the web, the account you are logging in with must have full mailbox permissions to the Service Account.
- Login to Outlook on the web with the account which has full mailbox permissions to the service account.
- After logging in, select your profile picture in the top right, pictured below, to get the drop down menu and choose open another mailbox:
- This will give you a window to search for the account mailbox you are trying to open. Please type in the display name (or the email address) for the Service Account to find it in the GAL. Left click the account you wish to open
Note: Because there will be many Service Accounts in the Microsoft 365 system, please type in the display name as accurately as possible to ensure you can easily find the correct Service Account.
- After left-clicking the account, it should be selected and give you an option to open the account as pictured below. Please choose the open option.
Note: if you experience an error at this step, please review our Microsoft 365 (Outlook on the web | Outlook for Windows | Mac) - Account Access Error document
- A new window/tab for Outlook on the web should appear in your browser for the Service Account.
Access the Service Account via add shared folder - browser
Important: If the Service Account was just created or updated, it may take up to 60 minutes before you can access the account. If you receive the following error, please wait about an hour and try again.
This method can be used by individuals to access a Service Account's mailbox in the Outlook on the web client. This process requires that the NetID account you login to Microsoft 365 has full mailbox permissions to the Service Account.
- Use the steps outlined in the "Access mail folders in the same tab/window (works with Full Mailbox Permissions or permissions to access individual folders)" section.
Access the Service Account via full mailbox - desktop/mobile client
Important: If the Service Account was just created or updated by your administrator, it may take up to 60 minutes before you can access the account.
- Outlook for Windows: the Service Account will automatically be mapped into your profile. Learn more.
- Outlook for Mac: the service Account will need to be manually configured/opened. Learn more.
- Outlook for iOS/Android device: the service account will need to be manually configured/opened. Learn more..
Log in to the Service Account using the Service Account credentials (browser)
Once you have set a password for the Service Account:
- Open a browser session that is not currently logged into the campus NetID login service.
- Go to Outlook on the web login screen.
- Enter the log in credentials for the Service Account: name_domain.
E.g. Service Account: help@doit.wisc.edu - Service Account NetID: help_doit.
Note: If you do not know the Service Account credentials, contact your email domain administrator.
Access Service Account in a desktop/mobile client via its credentials
By default, when a Service Account is created, no one can access it via Outlook client. Users will need to be granted full mailbox permission before they can access it. This is the recommended way to access a service account. However, if you want to configure the service account directly within a desktop/mobile client, then you need to set a password on the service account. Once the service account has a password, use the Microsoft 365 (Outlook for Android/iOS) - Configuring the Outlook app for Android/iOS documentation to configure it.
IMPORTANT: Service Accounts are not licensed for Microsoft Office desktop applications. With the release of Office 2019, you will not be able to configure a service account as the default account within an Outlook profile - you will need to access the service account via one of the other options listed above.
