Summary

This workflow automates the conversion of a Microsoft 365 user mailbox to a shared mailbox. Commonly used during employee offboarding, the solution converts the mailbox type, grants delegate access to designated users, configures auto-reply messages, sets up mail forwarding if required, manages calendar and contact delegation, and removes the user license to reduce costs. By automating this process, the workflow ensures consistent mailbox conversion procedures, preserves critical business communications, and enables immediate license cost savings.

Usage

Prerequisites

Before using this workflow, ensure the following requirements are met:

1. Microsoft 365 Integration: Configure M365 integration with Exchange Online management permissions

2. PSA Integration: For ticket tracking

3. Email Integration: For notifications

4. Organizational Variables:

   • m365_conversion_ticket_board: PSA board for conversion tasks
   • m365_conversion_auto_reply_template: Default auto-reply message template
   • m365_conversion_default_delegate: Default delegate for converted mailboxes
   • m365_conversion_remove_license: Remove license after conversion
   • m365_conversion_notification_recipients: Alert recipients

Workflow Inputs

Parameter	Type	Required	Description
user_email	String	Yes	Mailbox to convert
company_id	String	Yes	PSA company ID
delegate_users	Array	No	Users to grant Full Access
send_as_users	Array	No	Users to grant Send As
set_auto_reply	Boolean	No	Configure auto-reply. Default: true
auto_reply_message	String	No	Custom auto-reply text
forward_to	String	No	Email address for mail forwarding
remove_license	Boolean	No	Remove license after conversion. Default: true
hide_from_gal	Boolean	No	Hide from Global Address List. Default: true
ticket_id	String	No	Existing PSA ticket to update

Execution

Manual Trigger

• Execute from PSA ticket or form submission

Automated Trigger

• Part of user offboarding workflow

Conversion Process Flow

1. User Validation: Verify user mailbox exists and is a user mailbox
2. Pre-Conversion Checks: Verify mailbox size, litigation hold status
3. Mailbox Conversion: Convert user mailbox to shared mailbox type
4. Delegate Assignment: Grant Full Access to designated users
5. Send As Configuration: Grant Send As permissions to designated users
6. Auto-Reply Setup: Configure out-of-office / auto-reply message
7. Mail Forwarding: Set up forwarding rules if specified
8. GAL Visibility: Hide mailbox from Global Address List
9. License Removal: Remove M365 license to free for reallocation
10. Verification: Confirm all settings applied correctly
11. PSA Update: Update ticket with conversion details
12. Notification: Alert requestor and delegates

Returned Data

{
  "success": true,
  "conversion_summary": {
    "user_email": "john.smith@acmecorp.com",
    "display_name": "John Smith",
    "company": "Acme Corp",
    "previous_type": "UserMailbox",
    "new_type": "SharedMailbox",
    "mailbox_size_gb": 12.4,
    "conversion_timestamp": "2026-03-04T18:00:00Z"
  },
  "permissions_granted": {
    "full_access": [
      {
        "user": "jane.doe@acmecorp.com",
        "granted": true
      },
      {
        "user": "manager@acmecorp.com",
        "granted": true
      }
    ],
    "send_as": [
      {
        "user": "jane.doe@acmecorp.com",
        "granted": true
      }
    ]
  },
  "auto_reply": {
    "enabled": true,
    "message": "John Smith is no longer with Acme Corp. Please contact jane.doe@acmecorp.com for assistance."
  },
  "mail_forwarding": {
    "enabled": true,
    "forward_to": "jane.doe@acmecorp.com",
    "deliver_and_forward": true
  },
  "gal_hidden": true,
  "license_removed": {
    "removed": true,
    "license_sku": "ENTERPRISEPACK",
    "license_name": "Office 365 E3",
    "monthly_savings": 36.00
  },
  "verification": {
    "mailbox_type": "SharedMailbox",
    "delegates_confirmed": true,
    "auto_reply_active": true,
    "forwarding_active": true,
    "license_count": 0
  },
  "ticket_id": "OFF-2026-015"
}

Changelog

2026-03-04

• Initial version of the document