AHS Identity & Access Management
Shared Mailbox User Guide
Version July 2024 Page 1 of 21
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AHS IAM Shared Mailbox
User Guide
Processes in this Guide
Request a new AHS Shared Mailbox and add end-users to it ..................................... 2
Request access to an Existing Shared Mailbox ............................................................... 8
Modify access to a Shared Mailbox ................................................................................13
Save Request as a Draft .....................................................................................................15
Cancel a Submitted Request ............................................................................................16
Approve a Shared Mailbox Access Request .................................................................18
AHS IAM Terms & Definitions...............................................................................................20
For your information, two approvals are needed for every Shared Mailbox request.
First:
the Authorized Approver must approve the request. This is done in IAM. These
instructions are in this guide
Second: the owner of the Shared Mailbox must approve the request. This is not done in IAM.
This is done by IT Access-Exchange who receive a work item from AHS IAM in Service Now.
They will contact you directly when the work is complete.
Please note: An IAM request status of “Complete” only means that the IAM portion is
complete. Work is underway with IT Access-Exchange. They will contact you directly when the
work is complete.
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Shared Mailbox User Guide
Version July 2024 Page 2 of 21
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Request a new AHS Shared Mailbox and add end-users to it
Assumption: The end-user(s) has an AHS Network account.
Before you begin, identify two AHS Employees with a DOHRA level of 1 – 12 who will own
the new Shared Mailbox. A Primary Owner is mandatory. A Secondary Owner is
recommended.
For your information, two approvals are needed for every Shared Mailbox request.
First: the Authorized Approver must approve the need for t
he Shared Mailbox and the end-
user(s) being given access to it. This task is completed in IAM. These instructions are in this
guide
Second: IAM creates a Service Now work item for IT Access-Exchange who set up the new
Shared Mailbox and add the new end-user(s) to it. This is done outside of IAM. IT Access-
Exchange will contact you directly when the set-up is complete.
Please note: An IAM request status of “Complete” only means that the first step – the IAM
portion of the request – is complete. The second step is underway with IT Access-Exchange.
They will contact you directly when the set-up is complete.
ENTER the AHS IAM URL into your internet web browser https://iam.ahs.ca
LOGIN
The AHS IAM Home screen appears
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Shared Mailbox User Guide
Version July 2024 Page 3 of 21
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CLICK Request or Modify Access
The Request Access screen appears with Existing User selected
CLICK Myself
OR
SEARCH for and SELECT an Existing User
The Request Access screen appears
At Available Entitlements, SEARCH for or SCROLL DOWN to Shared Mailbox
CLICK Request Access
At Selected Entitlements CLICK Next
The Complete Access Request screen displays
CLICK New Shared Mailbox
Select Authorized Approver
Every request in AHS IAM must be approved by an
Authorized Approver.
If you are an Authorized Approver, the request will be
automatically approved once you submit it.
You can identify another AA for the record.
SEARCH for and SELECT an Authorized Approver for this
request.
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Shared Mailbox User Guide
Version July 2024 Page 4 of 21
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READ the Notice:
ENTER the requested Shared Mailbox name
ENTER the Business Need
AGREE to the Confidential Information Terms
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Shared Mailbox User Guide
Version July 2024 Page 5 of 21
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SELECT a Send Type
SEARCH for and SELECT a Shared Mailbox Owner
SEARCH for and SELECT Shared Mailbox Members
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Shared Mailbox User Guide
Version July 2024 Page 6 of 21
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ENTER additional information as needed
You can CLICK Save As Draft and return to this request later
You can CLICK Previous to return to the previous screen in this workflow
You can CLICK Cancel to cancel this request
CLICK Submit Request
The Request Status screen displays
In this example, the request is paused at the Authorized Approval step. An IAM email
notification has been sent to the Authorized Approver letting them know an Approval Item
requries their attention.
You can Cancel Request
You can review Detailed Audits
CLICK Home
In your Request Status pane you’ll see the request you just submitted. You can monitor its
progress here. You can also click on the request number to open it and see all the details.
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Shared Mailbox User Guide
Version July 2024 Page 7 of 21
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This is what the request Status Viewer will look like once approved by the Authorized Approver.
Notice that the IAM request is Completed and the message that the request is now with IT Access-
Exchange. You will hear directly from them when the work is complete.
Complete
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Shared Mailbox User Guide
Version July 2024 Page 8 of 21
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Request access to an Existing Shared Mailbox
Assumption: The Shared Mailbox exists.
For your information, two approvals are needed for every Shared Mailbox request.
First: the Authorized Approver must approve the need for the Shared Mailbox and the end-
user(
s) being given access to it. This task is completed in IAM. These instructions are in this
guide
Second: IAM creates a Service Now work item for IT Access-Exchange who set up the new
Shared Mailbox and add the new end-user(s) to it. This is done outside of IAM. IT Access-
Exchange will contact you directly when the set-up is complete.
Please note: An IAM request status of “Complete” only means that the first step – the IAM
portion of the request – is complete. The second step is underway with IT Access-Exchange.
They will contact you directly when the set-up is complete.
ENTER the AHS IAM URL into your internet web browser https://iam.ahs.ca
LOGIN
The AHS IAM Home screen appears
CLICK Request or Modify Access
The Request Access screen appears with Existing User selected
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Shared Mailbox User Guide
Version July 2024 Page 9 of 21
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CLICK Myself if you are requesting access to an existing Shared Mailbox
OR
CLICK Existing User if you are requesting access to an existing Shared Mailbox for someone else
The Request Access screen appears
At Available Entitlements, SEARCH for OR SCROLL DOWN to Shared Mailbox
CLICK Request Access
At Selected Entitlements CLICK Next
The Complete Access Request screen displays
CLICK Access an Existing Shared Mailbox
Select Authorized Approver
Every request in AHS IAM must be approved by an
Authorized Approver
.
If you are an Authorized Approver, the request will be
automatically approved once you submit it.
You can identify another AA for the record.
SEARCH for and SELECT an Authorized Approver
for this
request.
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Shared Mailbox User Guide
Version July 2024 Page 10 of 21
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ENTER the Email Address or Name of the Shared Mailbox
Optionally, CLICK Request above access for additional users?
SEARCH for and SELECT end-users
Optionally, Remove User
ENTER additional information as needed
You can CLICK Save As Draft and return to this request later
You can CLICK Previous to return to the previous screen in this workflow
You can CLICK Cancel to cancel this request
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Shared Mailbox User Guide
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CLICK Submit Request
The Request Status screen displays
In this example, the request is paused at the Authorized Approval step. An IAM email
notification has been sent to the Authorized Approver letting them know an Approval Item
requries their attention.
You can Cancel Request
You can review Detailed Audits
CLICK Home
In your Request Status pane you’ll see the request you just submitted. You can monitor its
progress here. You can also click on the request number to open it and see all the details.
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Shared Mailbox User Guide
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This is what the request Status Viewer will look like once approved by the Authorized Approver. Notice
that the IAM request is Completed and the message that the request is now with IT Access-Exchange.
Complete
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Shared Mailbox User Guide
Version July 2024 Page 13 of 21
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Modify access to a Shared Mailbox
Assumption: The end-user(s) has access to an existing Shared Mailbox.
For your information, two approvals are needed for every Shared Mailbox request.
First: the Authorized Approver must approve the need for the Shared Mailbox and the end-
user(
s) being given access to it. This task is completed in IAM. These instructions are in this
guide
Second: IAM creates a Service Now work item for IT Access-Exchange who set up the new
Shared Mailbox and add the new end-user(s) to it. This is done outside of IAM. IT Access-
Exchange will contact you directly when the set-up is complete.
Please note: An IAM request status of “Complete” only means that the first step – the IAM
portion of the request – is complete. The second step is underway with IT Access-Exchange.
They will contact you directly when the set-up is complete.
ENTER the AHS IAM URL into your internet web browser https://iam.ahs.ca
LOGIN
The AHS IAM Home screen appears
CLICK Request or Modify Access
The Request Access screen appears with Existing User selected
CLICK Myself if you want to modify your access to a Shared Mailbox
CLICK Existing User if you are requesting a modification to someone else’s Shared Mailbox access
The Request Access screen appears
At Available Entitlements, SEARCH for or SCROLL DOWN to Shared Mailbox
CLICK Request Access
At Selected Entitlements CLICK Next
The Complete Access Request screen displays
CLICK New Shared Mailbox
SELECT an Authorized Approver
Every request in AHS IAM must be approved by an Authorized Approver
.
If you are an Authorized Approver, the request will be automatically approved once you submit
it.
You can identify another AA for the record.
SEARCH for and SELECT an Authorized Approver for this request.
ENTER the Shared Mailbox name
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Shared Mailbox User Guide
Version July 2024 Page 14 of 21
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SEARCH for and SELECT Shared Mailbox Members
ADD / REMOVE members as needed
You can CLICK Save As Draft and return to this request later
You can CLICK Previous to return to the previous screen in this workflow
You can CLICK Cancel to cancel this request
CLICK Submit Request
The Request Status screen displays
In this example, the request is paused at the Authorized Approval step. An IAM email
notification has been sent to the Authorized Approver letting them know an Approval Item
requries their attention.
You can Cancel Request
You can review Detailed Audits
CLICK Home
In your Request Status pane you’ll see the request you just submitted. You can monitor its
progress here. You can also click on the request number to open it and see all the details.
Notice that the IAM request is Completed and the message that the request is now with IT
Access-Exchange.
Complete
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Shared Mailbox User Guide
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Save Request as a Draft
At the bottom of the Complete Access Request screen CLICK Save as Draft
The Complete Access Request screen refreshes with message, “Success Draft Saved”
displayed in the top left corner
To open a draft request
CLICK Home screen
In the Draft Requests pane the saved draft is listed
CLICK Resume or Delete
Complete
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Shared Mailbox User Guide
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Cancel a Submitted Request
This process can only be performed on a request that has been submitted.
This process can only be performed by a requester who is not an Authorized Approver. This is
because requests submitted by an Authorized Approver are automatically approved and not
eligible for cancelling.
ENTER t
he AHS IAM URL into your internet web browser https://iam.ahs.ca
LOGIN
The AHS IAM Home screen appears
At the Request Status pane the request appears with at Status of Pending
CLICK on the Request you submitted and now want to cancel
The Request Status screen appears
CLICK Cancel Request
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Shared Mailbox User Guide
Version July 2024 Page 17 of 21
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A verification message appears
CLICK Cancel Request
The Request Status screen appears showing the request as Canceled
If you want to resubmit the request now or in the future CLICK Resubmit Request
CLICK Home
The AHS IAM Home screen appears
In the Request Status pane, you will see the request Canceled.
Complete
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Shared Mailbox User Guide
Version July 2024 Page 18 of 21
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Approve a Shared Mailbox Access Request
ENTER the AHS IAM URL into your internet web browser https://iam.ahs.ca
LOGIN
In the Access Requests pane CLICK Approvals
CLICK on the Request number you need to review
REVIEW the request
MODIFY as needed
Comments you enter can only be seen by other approvers during the request. Comments can
not be seen by the user or requester.
CLICK Approve
This approves the request and closes the screen. The Request Status screen will appear
showing the request as Complete. The message, “Success – Work Item Processed.” will
appear in the top left corner. There will be one less item in your Approval queue. An automated
email from Identity Management Services will be sent to the Requester informing them the
request was approved.
Deny – will deny the request and require a reason to be entered in the verification pane. The
Awaiting Approval screen will appear and the denied request no longer listed. At the AHS
IAM Home screen, there will be one less item in your Approval queue. An automated email
from Identity Management Services will be sent to the Requester informing them the request
was denied.
Save – will save your changes and leave the screen open. You can leave the approval screen
without losing your change. You can re-open the request for review at another time. Requests
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Shared Mailbox User Guide
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for Approval will remain in your queue for 10 business days before they time-out and are
automatically denied and closed.
CLICK Home
Complete
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Shared Mailbox User Guide
Version July 2024 Page 20 of 21
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AHS IAM Terms & Definitions
These may or may not be the same as your organization’s definitions.
AHS Employee
A person on-boarded and paid through AHS Human Resources e-People
AHS Non-Employee
A person not on-boarded or paid through AHS Human Resources e-People
Community End-User
A person who works for a privately owned health care delivery facility. Examples:
physician, pharmacist, dentist, chiropractor.
Combination End-User
A person who is more than one of the above types.
Requester
A person who submits a NAR request in AHS IAM.
If this person is also an Authorized Approver, the request will be automatically
approved.
If this person is not an A
uthorized Approver, they will have to select one.
Authorized Approver
A person who is able to approve access requests in AHS IAM.
An Authorized Approver must meet one of these criteria.
Have an AHS Delegation of Human Resources Authority (DOHRA)
of
1 to 12
OR
Have a Covenant Health DOHRA of 1 to 6, 9-12
OR
Has been pre-approved by AHS IT Access to perform the role of an Authorized
Approver when a DOHRA structure is unavailable.
CLICK here
t
o view the AHS IAM list of Authorized Approvers for AHS Affiliates only.
This document is updated every two months. Update requests should be sent to the
AHS IT Service Desk.
More information about Authorized Approvers can be found on the AHS IAM Support
Page, under Authorized Approvers.
Administrative End-User
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Shared Mailbox User Guide
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AHS IAM end-users with elevated privileges. Includes these security roles: AHS IAM
Admin, IT Access NAR Admin, IT Access RUNA Admin, IT Access Netcare
Administrator, eHealth Support Services, AHS IT Service Desks, AH Provincial Service
Desk, etc.
