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Access Request for User Data

Request temporary delegate access to another user's mailbox, calendar, or OneDrive.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

This service allows employees to request temporary full access to data from another user’s mailbox, calendar, or OneDrive.   This access requires written approval from your Agency’s General Counsel

Important:  If the mailbox has been inactive for over 30 days without a license, we will not be able to fulfill this temporary delegate access request.  In that case, a request would need to be submitted through the Commonwealth eDiscovery process.

How to request

Please note: Internal agency IT Liaison (ITL) approval is required in order for EOTSS to process this request.

Request service via a ServiceNow request

Service Level Expectation (SLE)

Cloud Services

SLEResponsibilities/Dependencies
Fulfillment: This service was recently introduced as a formal offering in our Product & Service Catalog.  All new request items will be evaluated by EOTSS, who will set and communicate a standard SLE.  In the interim, the response time for this request will be monitored and reviewed based on the complexity of each individual case. End Users can expect to be informed of the estimated response time (SLE) during the intake stage of the request.  

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer.
  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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