How does your MAT Finance Team audit actions via email (in catch-all mailboxes)

[pete]

If your MAT has a shared financeteam@ mailbox for suppliers to send invoices etc to, what (if anything) have you / finance put in place so they (specifically them, not IT doing audit searches in O365) have an audit trail from:

 

Email in ---> Opened & Actioned ---> Archived

 

?

 

I have suggested a ticketing system (email > aggressive spam filter config > ticket), but they're grumbling about that.

[MatthewL]

Similar situation we use ManageEngine Service Desk Plus for our IT Helpdesk, we had issues where a shared mailbox was becoming more of an issue so they have bought Support Centre Plus or equivalent so all mail gets filtered straight into that and a reference logged, full audit trail and tick the box. Going forward other teams are looking to use this and get rid of the shared mailboxes in their current form, will still be needed but the software will take care of it all.

 

All gets log, a full audit trail and work can be assigned to different people based on rules set which can filter emails etc, much easier than 20+ people in a shared mailbox!

[pete]

Yeah, I'm looking into Freshdesk for MAT-wide IT tickets (consolidating 3 ticketing systems) and trying to shoehorn what finance would like (keep using shared mailbox and bolt-on a finance-visible audit trail) with what's feasible and I'm willing to support.

 

Have you got any non-IT people using Service Desk Plus? How was migrating them from shared mailbox habits to a ticketing system?

[MatthewL]

With SDP at our end its purely used for IT, systems log their work into it as we all come under same remit and work together.

 

The other solution will be separate that other teams with mailboxes will use and will not be managed by us other than hosting the server. Key staff have been on training for it to get the best out of it for what they need.