Overview
When someone leaves the organization, you may have questions like these:
- How do I submit a request for a user termination to HR?
- What will happen to the terminated user's data? How can I get access to it?
- What happens if someone calls their number?
Your HR department must submit the appropriate form to the Help Desk in order for us to take action. The information below will be included in the account closure form:
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Note: Terminated email accounts are automatically deleted after 6 months.
Contents
In this guide, we'll go over the following in detail with an example scenario.
- Termination Date and Time
- Email Forwarding
- Historical Mail Access
- User's Files
- Call Forwarding
- Out of Office Reply
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Example Scenario: John is leaving the organization. HR sends a request to the Help Desk to close John's account. Dana is John's former supervisor. Here is the form that HR submits to the CTD Help Desk:
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Termination Date and Time
When we shut down an account, we will first shut down access so that a user can no longer sign into their account. In this example scenario, John will no longer be able to sign into his computer, email, or remote desktop after the termination date/time.
Note: Dates and times occurring outside CTD Help Desk hours will incur additional after-hours fees.
Email Forwarding
In this example scenario, John's emails will be forwarded to Dana for 90 days. That means any emails addressed to John will land in John's mailbox and will also land in Dana's mailbox. If Dana does not want John's mail mixed into her own mailbox, then you will not want to set up email forwarding to Dana.
- After 90 days, we may move John's email address to be an alias on Dana's account. At that point, John's mailbox will no longer receive mail addressed to his former email address.
- However, if we move John's email address to be an alias on Dana's account, then Dana's mailbox will receive messages addressed to John's former email address.
Note: Emails can only be forwarded to one account at a time.
What is an email alias?The short explanation: Dana will receive any emails that are sent to John's former email, as if they were sent to her email. Notes:
The longer explanation: Let's think about an email mailbox as a physical box, and we can think about the email system as the real-life postal service. There is a box labeled "John" for John's emails, and another box labeled "Dana" for Dana's emails. Postal workers read these labels and deliver mail to the appropriate addressee. Now, if we need to close out John's account, we need to eventually throw his box into the recycling bin. However, Dana may still want to catch any mail addressed to John. In that case, we simply remove the label from John's box and add it to Dana's box. Now Dana's box has a "Dana" label and a "John" label. That way, postal workers will take mail addressed to Dana or John and deliver it to Dana's box. Later on, we can simply remove the "John" label if Dana no longer needs to catch mail addressed to John's previous email address. |
Historical Mail Access
In this example scenario, Dana will be granted access to John's mailbox for 6 months. John's mailbox will show up as a secondary mailbox for Dana in Outlook. This gives Dana adequate time to copy what is needed from John's mailbox to her own mailbox. At the end of 6 months, we send a warning follow-up email to Dana, then we finally delete the account soon after that.
Notes:
- Multiple accounts can be granted access to a single mailbox.
- By default, these secondary mailboxes will populate automatically, meaning that "automap" is enabled. However, we recommend that current staff have no more than 3 secondary mailboxes "automapped" (having more can cause computer and mail delivery performance issues). Any mailboxes beyond that amount should have automap disabled. That means staff will still have access to the mailbox, but it won't show up automatically. To access the mailbox, they'll need to open the mailbox in webmail instead, as per these instructions.
User's Files
In this example, we will copy John's personal network drive to Dana's personal network drive. If John had any OneDrive files, we will grant Dana access to those files for 6 months. This gives Dana adequate time to copy what is needed from John's OneDrive to her own OneDrive. At the end of 6 months, we send a warning follow-up email to Dana, then we finally delete the OneDrive soon after that.
Note: If no one is specified for receiving a user's files, any network drive or OneDrive files for that account will be deleted.
Call Forwarding
In this example, any calls made to John's work phone number will be redirected to Dana's work phone number. Only one call forward can be set up at a time.
Note: We cannot set up a special voicemail message or forward voicemails only.
Out of Office Reply
Side note: This option goes by many names, such as out of office response, OOO reply, automatic reply, away reply, etc.
In this example, we will set John's out of office reply to "John is no longer with the organization. For questions or other inquiries, please contact Dana."
The automatic reply will end when email forwarding ends. In this case, the period is 90 days. If no period is specified, we may end the auto reply at 90 days.
Note: It is expected behavior for people to only receive the automatic reply message once. This is a standard behavior set by Microsoft so that people do not get spammed with automatic replies.
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