Before
An operator likely checked memberships, devices, licences, mailbox status, Salesforce access, and physical handoffs in separate systems. They then copied results into the departure request and manually escalated mailbox or equipment exceptions.
How it works
- Start and document the departure request, then revoke sessions, disable the account, and preserve the current access context.
- Remove group and device access, freeze Salesforce, process the mailbox conversion, and continue with licence handling only after the conversion check.
- Create the physical handoff task and either close the request with a consolidated summary or escalate the Exchange issue while retaining licences.
Workflow details
- Request tracking: A departure request starts the process, and the service record is updated to show that offboarding has begun, with subsequent actions documented for traceability.
- Identity and access removal: The workflow revokes active sessions, disables the employee account, records current group memberships, removes the user from each group, retires managed devices, and freezes Salesforce access.
- Mailbox continuity: The employee mailbox is submitted for conversion to a shared mailbox, with manager access, an automatic reply, and directory hiding configured as part of the mailbox handoff.
- Decision and escalation: The workflow checks whether the mailbox conversion is confirmed before proceeding with the configured Microsoft 365 licence-removal stage. If conversion is not confirmed, licences are retained and an Exchange escalation is added to the service record.
- Operational handoff: A task is created for badge deactivation, mobile-line suspension, and equipment recovery, while the main request is summarized and closed on the standard path. The supplied definition uses simulated responses for demonstration.
What changed
Offboarding actions now run from one departure request and are recorded in the service record as they occur. Mailbox conversion is checked automatically before licence handling, while failed conversion and physical handoffs become explicit service tasks instead of informal follow-ups.
Work removed
Manually reviewing group memberships, looking up managed devices and licences, revoking sessions, disabling accounts, removing users from groups, retiring devices, freezing Salesforce access, checking mailbox conversion, updating the service record, creating physical handoff tasks, and notifying Exchange support.
Expected outcome
Each departure can replace several separate system lookups, access updates, and handoff entries with one traceable workflow, while preserving licences when mailbox conversion requires support.
