Ticket 14 — Employee Offboarding
User
Laura Wilson — Finance Officer
Request
"Laura is leaving the organization. Please complete the required Microsoft 365 offboarding steps while preserving the mailbox and confirming that required Finance resources remain accessible."
Investigation
Laura Wilson's account and existing access were reviewed before the offboarding actions were performed.
The mailbox had previously been converted to a shared mailbox to preserve the existing mailbox data.
Evidence: Laura Wilson's account and mailbox state before the offboarding changes.
Existing group membership was also reviewed as part of the access review.
Evidence: Review of Laura Wilson's existing group membership during offboarding.
Sign-In Block
Laura Wilson's sign-in was blocked as part of the offboarding process.
Evidence: Laura Wilson's account with sign-in blocked.
License Removal
After the mailbox-preservation step had been completed, the Microsoft 365 Business Premium license was removed from Laura Wilson's account.
Evidence: Laura Wilson's Microsoft 365 license removed during offboarding.
Shared Mailbox Verification
The Finance shared mailbox was checked to verify that the required departmental mailbox remained available after Laura's offboarding changes.
Evidence: Finance shared mailbox verified during the offboarding process.
Sign-In Verification
A sign-in test was performed after the account was blocked to confirm that Laura Wilson could no longer authenticate to Microsoft 365.
Evidence: Sign-in test confirming that Laura Wilson's account remained blocked.
Resolution
The controlled offboarding process was completed by:
- Reviewing the user's baseline configuration
- Reviewing existing group membership
- Preserving the mailbox through mailbox conversion
- Blocking user sign-in
- Removing the Microsoft 365 Business Premium license
- Verifying continued access to the Finance shared mailbox
- Testing that the former user's sign-in was blocked
The user account was retained in the lab rather than permanently deleted so that the completed offboarding state could remain available for documentation and verification.
Technician Resolution
Completed Laura Wilson's Microsoft 365 offboarding by reviewing her existing access, preserving the mailbox through shared mailbox conversion, blocking sign-in, and removing the Microsoft 365 license. Verified that the Finance shared mailbox remained available and confirmed that Laura's sign-in was blocked.
Evidence Summary
| Evidence | Purpose |
|---|---|
| Offboarding baseline | Establishes the user's original state |
| Group review | Documents existing access before offboarding |
| Sign-in blocked | Shows the account security change |
| License removed | Confirms license removal |
| Finance mailbox verification | Confirms departmental mailbox availability |
| Sign-in blocked test | Verifies that authentication was blocked |
Support workflow:
Offboarding Request → Baseline Review → Access Review → Mailbox Preservation → Block Sign-In → Remove License → Verify Resources → Verify Sign-In Block