Ticket 9 — Employee Mail Forwarding

User

Laura Wilson — Finance Officer

Request

"Please forward my incoming email to the Finance shared mailbox so the team can continue receiving messages while my mailbox is being transitioned."

Investigation

Laura Wilson's mailbox had previously been converted to a shared mailbox as part of the controlled employee-lifecycle workflow.

The forwarding requirement was configured as internal forwarding to the Finance shared mailbox.

The destination was:

finance@apexserviceslab.onmicrosoft.com

No external or personal email address was used for this scenario.

Forwarding Configuration

Internal email forwarding was configured for Laura Wilson's converted mailbox.

Evidence: Internal forwarding configuration for Laura Wilson's mailbox.

Verification

A test email was sent to Laura's mailbox to verify that the configured forwarding behavior worked.

The Finance shared mailbox was checked to confirm receipt of the forwarded message.

Evidence: Forwarding delivery test confirming receipt by the Finance shared mailbox.

Resolution

The requested internal forwarding configuration was successfully configured and verified.

Technician Resolution

Configured internal email forwarding from Laura Wilson's mailbox to the Finance shared mailbox and verified successful delivery through a test message.

Evidence Summary

Evidence	Purpose
Forwarding configuration	Shows the configured internal forwarding destination
Forwarding delivery test	Verifies successful message delivery

Support workflow:
User Request → Review Mailbox → Configure Internal Forwarding → Send Test Message → Verify Delivery