we are implementing integration with Microsoft 365 shared mailbox

[SajidK]

“New Shared Mailbox” request item in the ServiceNow Catalog item to allow users to request a Microsoft 365 shared mailbox.

Form should include:

• Mailbox Name
• Email Address
• Owner(s)
• Users who need access

Features:

• Validate details with Microsoft 365 in real-time
• Automatically create and configure the mailbox after approval
• Apply access permissions as requested
  
  

  I am looking for guidance on:

  • How to design the integration for creating and managing Microsoft 365 shared mailboxes
  • Steps or best practices for using IntegrationHub actions or Microsoft Graph API endpoints
  • Any recommended workflows or automation patterns

  Any detailed examples or documentation would be greatly appreciated.

  
  
  

[anashanifm]

Best way is to set up a scheduled job using AD Spokes in IntegrationHub to sync all existing shared mailboxes into a custom ServiceNow table - this keeps your catalog item scalable with a reference field instead of free-text input. Post-approval, use AD Spokes to automatically create the mailbox, assign owners, and apply permissions. Let AD own the mailbox, let ServiceNow own the request and audit trail!