Request application or shared mailbox access
Applies to: Team Members and team leaders needing access to an application, a shared mailbox or a network folder.
Steps
- Find the right item in the Request catalogue, for example Shared Mailbox Access or Application Access.
- Capture: the mailbox or application name, the access level (read, send as, full), the business justification, and whether access is permanent or for a set period.
- Raise the ServiceNow request. It routes to the line manager for approval, and then to the resolver group once approved.
- Give the Team Member the request number (RITM) and the expected timeframe.
Timeframes
- Shared mailbox access: 1 business day after approval.
- Standard application access: 2 business days after approval.
- Privileged or finance application access: up to 5 business days and needs a second approval.
Policy
- Access is only granted with manager approval; the Service Desk cannot approve its own requests.
- Access requested for another person must be raised by that person or their manager.
Escalate to an analyst when
- The request is urgent and a store cannot trade without it.
- The catalogue has no matching item.