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Microsoft Exchange Server 2013 : Mailbox management - Shared mailboxes , Recalling messages

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12/3/2014 2:58:50 AM

Shared mailboxes

A shared mailbox is a good example of Full Access permission in action. These mailboxes are used by teams of people who share a need to access common information such as a calendar, email, or tasks. Examples include a team of receptionists for a building, security staff, help desk staff, or generic email addresses that receive inbound customer queries for the company. (For instance, a shared mailbox with the address might be used to receive sales queries.)

Shared mailboxes have Active Directory accounts, but these accounts cannot be logged on to by users, mostly because the password for the account isn’t shared. Instead, the users who need access to the information held in a shared mailbox are granted permission when the mailbox is created or by setting mailbox delegation properties for a shared mailbox afterward.

Exchange regards shared mailboxes as a slightly modified version of regular user mailboxes. They share the same UserMailbox recipient type but are assigned a recipient type detail of SharedMailbox. Thus, you can scan for all shared mailboxes in an organization with the following command:

Get-Mailbox –Filter {RecipientTypeDetails –eq "SharedMailbox"}

To create a new shared mailbox, open the recipients section of EAC, select Shared, and then click New (+). You will notice that a major difference in creating a shared mailbox is the immediate focus on assigning Full Access to the new object. Even though users cannot log on to the account used for the shared mailbox, they are automatically granted access to the shared mailbox through auto-mapping . Remember that Send On Behalf Of permission is also required if it is intended for people to send messages from the shared mailbox. This permission is granted separately from Full Access.

You might have regular user mailboxes created prior to Exchange 2007 that are accessed by multiple users in much the same way as a shared mailbox is intended to be used. These mailboxes can be converted into shared mailboxes by running the Set-Mailbox command. For example:

Set-Mailbox –Identity "EMEA Help Desk" –Type Shared

After you run this command, the mailbox is removed from the set of user mailboxes and shown by EAC as a shared mailbox. Existing permissions are maintained and continue to function.

Recalling messages

Exchange clients have offered users the ability to recall a sent message for many years. Unfortunately, this feature seldom works. It used to, just like it used to be a very useful feature, but the speed of modern servers and the capacity of modern networks have conspired to render the Recall Message feature unproductive in all but the most favorable situations. It’s not really a problem for Exchange, but it can be a problem in terms of setting user expectations by explaining why message recall might not be possible after a user has looked for help in retrieving a potentially embarrassing message that he has just sent.

The Outlook option to recall a message, including the choice of whether to delete unread copies of the message. Unfortunately, this option doesn’t work too well.

Figure 1. Recalling a message with Outlook 2013

When a user issues a Recall Message command, the client sends the request to Exchange. The server knows the unique identifier of the message and can use that information to track its progress. If the message is within the control of Exchange (in other words, within the boundary of the same organization from which the message was sent, and it has not been read by the recipient, it is possible for Exchange then to recall the message. However, many factors make the recall impossible, including:

  • The recipient is not using a Microsoft client, specifically Outlook. In these instances, a request to remove the offending message from the recipient’s mailbox is met by blank amusement on the part of the client, which probably does not understand the request Exchange issues. The message therefore remains in place. Given the pervasive use of mobile devices today, a very high probability exists that the message was delivered to a mobile device and is thus completely out of reach. In fact, even if Exchange manages to recall a message, a copy of that message might already have been pushed to a mobile device to render the exercise null and void. Of course, the recipient might then receive an informational message telling her that you attempted to recall the original message, which only heightens the desire to read its content.

  • The message has been delivered outside the organization. This is a case of “out of sight, out of reach.” After the message has been transmitted across a connector to an external system, it is gone. The speed of the Exchange SMTP-based transport system means that it does not take long for a message to be processed and dispatched through a send connector.

  • The recipient is using Outlook but working in cached Exchange mode and has gone offline. When this happens, all bets are off because the server cannot influence what happens when Outlook is disconnected. If the message has been synchronized into the Outlook cache before the client disconnected, it will in all likelihood be read before the client reconnects to Exchange.

  • A rule or some other process has moved the message from the Inbox. The message might have been moved into an archive mailbox or even into a PST. (Some clients still use rules that move incoming messages into a PST to reduce disk usage on the server, no longer possible with Outlook 2013.) If Exchange cannot find the message in the recipient’s Inbox, its attempt to recall the message will fail because it cannot force a search for the message across all available message stores.

  • The message has been read. There is no point in attempting to recall a message if it has already been accessed and read by the recipient. All modern clients have a reading pane that opens the currently selected message. Usually, the act of opening the message in this manner marks it as read after a certain period, perhaps 15 seconds. Thus, a high probability exists that the message has been read.

From this list, it should be apparent that message recall can be expected to work only in very limited circumstances:

  • The user and the recipient are part of the same Exchange organization.

  • The user executes the recall message request very soon after he sends the original message.

  • The recipient does not use a mobile device that synchronizes email with her Exchange mailbox.

When these conditions occur, and the sun, moon, and stars align properly, message recall works.

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