Automation:create shared mailbox in exchange server on premise using powershell module in servicenow

Nitin21
Tera Contributor

3 weeks ago

Hi All, 

I have this requirement to follow the best practice mechanism to automate end to end creation of shared mailbox, amending members of shared mailbox etc. 

Exchange Online connector is not needed, as the client looked into it and how it works and they found that it would not do management of exchange objects. I'm new to this so please pardon my mistakes.

0 Helpfuls
  • 223 Views
1 REPLY 1

Matthew_13
Mega Sage

3 weeks ago

Hello Friend,

 This is actually a pretty common setup.

If you’re not using the Exchange Online connector, the usual best-practice approach is to let ServiceNow handle the workflow and approvals, and let Microsoft 365 handle the actual mailbox work.

Typically it looks like this:

  • Use a catalog item for shared mailbox requests (create / add-remove members / update settings).

  • Use Flow Designer to manage approvals, validations, and tracking.

  • From the flow, call Azure Automation, an Azure Function, or a Logic App that runs Exchange Online PowerShell (this is still the most reliable way to manage shared mailboxes and permissions).

  • The PowerShell does the real work (create mailbox, assign Full Access / Send As, etc.) and returns status back to ServiceNow.

  • ServiceNow updates the RITM and keeps the audit trail.

ServiceNow stays the “control plane,” Exchange stays the “execution plane.”

A lot of customers avoid the Exchange connector for exactly the reason you mentioned and go this route instead. If you want something lighter, Graph API can work for some scenarios, but for full shared mailbox management, PowerShell via Azure Automation is usually the safest bet.

Hope that helps — and you’re not off base at all.

 

@Nitin21 - Please mark Accepted Solution and Thumbs Up if you found Helpful 😉

MJG
0 Helpfuls