[e-mail] Mailbox Setup Guide

Background
Gain access to the shared mailbox
Add the Shared Mailbox to Outlook
Add/Remove the Shared Mailbox to Favorites
Show Assignee Category Column
Add Assignee Category
Send on behalf of [e-mail]
FAQ
 

Background

The [e-mail] shared mailbox's purpose is to receive Standard Order (SO) requests and for responding. Separating SO requests from the [e-mail] allows for clear, streamlined service as well as provide an easy method to reference historic requests and their statuses.

It is imperative that those in rotation to fulfill SOs have access to read and send from the shared mailbox. In general, every Profile EMR member and Clinical Informatics member working with Profile EMR could obtain access for the ability to review requested SO items.

Gain access to the shared mailbox

1. Visit the Self-Service Portal.
2. Make an E-mail Shared Resources request.
3. Complete the form. For the non-auto populated fields, select the following:
   1. Request Type: Shared Mailbox: CHANGE DELEGATION/'Send on Behalf'
   2. Shared Mailbox Name: [e-mail]
   3. Grant Send on Behalf and Full Access to: Enter your name and email address
      
      This is an example of a form completed:
      
       
4. Click on the Order Now button to submit the request.

Add the Shared Mailbox to Outlook

After the ticket for access to [e-mail] has been fulfilled, follow these steps:

1. In Outlook, navigate to File menu > Account Settings button > Account Settings.
2. If not already in view, click on the Email tab.
3. Click on the Change button.
   
4. Click on the More Settings button.
   
5. Click on the Advanced tab.
6. Click the Add button in the Mailboxes section, then add [e-mail] to the text field of the Add Mailbox popup.
   
7. Click OK. The Mailboxes list should now show EMR Standard Orders [VCH].
   
8. Click OK, Next, Done, then Close buttons to save and close Microsoft Exchange window, the Exchange Account Settings window, and Account Settings window.
9. Restart your Outlook. After this, near the bottom of the mailbox panel, EMR Standard Orders [VCH] should be visible. You should be able to expand the mailbox and see the Inbox along with all its subfolders.
   

Add/Remove the Shared Mailbox to Favorites

This is not a mandatory step, however it is highly recommended as it will greatly assist tracking incoming emails.

1. Right-click the Inbox and select Add to Favorites
   
2. It should now appear listed near the top of your outlook mailbox panel under the Favorites section. From there, if you have multiple favourited folders, drag and drop to change folder sorting within the section.
   
3. If you wish to no longer see it under Favorites, right-click the inbox under the Favorites section and select Remove from Favorites
   

Show Assignee Category Column

Categories are used to mark who is assigned (active) requests. To be able to see the Categories column, follow the Add or remove columns in a list view section of this Microsoft Support article. 

Note: you will need to re-arrange the columns in each subfolder; Applying your preferred columns in the Inbox will not impact any subfolder's columns.

Add Assignee Category

Follow the steps below to add a category with your name.

1. Right-click any email in the [e-mail] inbox and select Categories > All Categories
   
2. Click on the New button, then add your name to the Name field, and select a colour of your choice (preferably distinct from other assignees' colours)
   
3. Click OK to submit the New Category, and OK again on the Color Categories window to save and close

Send on behalf of [e-mail]

1. Create a new email or reply to an existing one.
2. If you cannot see the From field in the email header:
   1. Click on Options in the top menu.
   2. Click on the From icon in the Show Fields section.
      
3. If you have sent on behalf of [e-mail] before, click on the From button then select [e-mail]
   
4. If this is the first time to send on behalf of [e-mail], follow these steps:
   1. Click on the From button then select Other Email Address...
      
   2. Type in [e-mail], then click OK
      
   3. The From field should now display [e-mail]

FAQ

1. I cannot send on behalf of [e-mail] after following this article. What can I try next? 
   1. Remove the shared mailbox from Outlook. This can be done by right-clicking the mailbox header EMR Standard Orders [VCH], then selecting Close "EMR Standard Orders [VCH]..."
   2. Restart your computer and Outlook.
   3. Add the shared mailbox back again.
   4. If the above steps do not resolve the issue, create a Service Desk ticket.
2. Where can I see previously sent emails? 
   Unfortunately, the shared mailbox's Sent Items does not track sent emails. It is captured through each individual's personal Sent Items folder. This is why it is important to add the [e-mail] email as a CC recipient to ensure there is a paper trial.
3. How do I know if an SO request in the Inbox is being actioned or is new? 
   As part of the Standard Order workflow, the first step is to drag the email to the In Progress/Pending subfolder to signify that it's being actively worked on. Any emails in the main Inbox folder is assumed new and unassigned.