For the departmental user:

• Service Account Access: When you are granted full mailbox permissions to the account, you can manage it in any Outlook client. Learn more.
• Error Messages: If you are unable to access the service account via Outlook on the web and receive one of the following errors: "Something went wrong" or "Bad Request", please review our known issues - search for 'something went wrong'. You will need to contact your domain admin for assistance.
• Incoming Mail: In both Outlook on the web and Outlook, incoming mail appears in the Inbox of the Service Account and can be read/moved/deleted/forwarded/replied to from there.
• Outgoing Mail:
  • In Outlook on the web, a new message can be created and sent from the Service Account, and stored in the Service Account’s Sent folder.
  • In Outlook, a new message will be From your user account and stored in your account’s Sent Items folder.
  • In Outlook on the web or Outlook, replies/forwards from the Service Account Inbox appear From the Service Account.
  • In Outlook on the web the replied message is stored in the Service Account’s Sent folder, in Outlook the reply or forward is stored in your user account Sent folder.
• To actually send a message FROM the Service Account in Outlook: Click “New Email”. Then in the “Options” tab of the new message window, select “From”. This gives you a From box in the message, with a pull-down. Click the pull-down arrow and change to the email address of the Service Account. The sent message still gets stored in the user’s Sent folder.
• When multiple people are interacting with the same service account, there needs to be some work flow process in place so that messages/calendar events are dealt with in an expected manner. The major issues are to make sure: messages are not deleted or doubly replied to, and calendar events are not modified or deleted by accident.

For domain administrators:

• If a user is unable to access the service account via Outlook on the web and they receive one of the following errors: "Something went wrong" or "Bad Request", please review our known issues - search for 'something went wrong'.
• Service Accounts are hidden by default. Control this setting.
• Our known issues document contains some other useful information regarding service accounts - search for 'service account' to find it more easily.

Note: If you experience any issues related to a service account, please review the known issues documentation before contacting the DoIT Help Desk.