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Service Description

Generic Mail Alias

There may be a business requirement to use an ‘anonymous’ email alias to avoid an individual staff email address being used, during promotion of a conference or provided service via print and web publishing. This avoids senders knowing the ‘real’ recipient(s) and possibly contacting them directly, while also allowing for easier continuity of service in the event of a change in staff recipient(s).

An example of an email alias is in the support of a conference scenario e.g., which is re-directed to the mailbox(es) of the conference organiser(s).

Delegated Mailbox

In addition to an email alias, there may be an additional requirement for a delegate mailbox to allow delivery to a single Outlook mailbox, which can then be accessed by multiple authorised Outlook users. The delegated mailbox will have an associated generic email alias. This is best used in a team-based scenario.

An example of such a service is the Digital Services IT Service Desk ( accessible by all authorised members of this team.

Please see the following comparison table to help ensure the best fit for the business requirement:

Comparison table
Generic Email Alias Delegate Mailbox
Easy to provision and manage, therefore good for short term usage (e.g. conferences, research responses) More complex to provision and manage, therefore for long term use only (e.g. an ongoing university service with no planned end date)
Messages are redirected to the mailboxes of multiple individual recipients. Single mailbox message receipt, accessible by multiple authorised users.
Incoming address functionality only, no reply possible from the generic email address. 'Send on behalf of' rights can be granted to specified authorised users.

Please see the following diagram which illustrates the differences between the two:

The Service Desk will assist with any request for a Generic Mail Alias and/or Delegate Mailbox, to ensure the request best fits the business need.

Business Process

A request for a Generic Email Alias or Delegated Mailbox must be made via Self Service Portal to the Service Desk.

In the case of a Delegated Mailbox request, it must be logged as a request by a member of staff recognised as having a position of authority for that Business Area.

Self-requests for access may be refused/deferred if appropriate authorisation is not included.

The Self service Portal Ticket must include the following information:

Generic Email Alias

  • Requested alias name (subject to Digital Services check for uniqueness)
  • Email address, full name and user code of recipient(s)
  • Expiry date (e.g. if associated with a conference, the date the address will no longer be required after conference completion)

Delegated Mailbox

  • Requested alias name (subject to Digital Services check for uniqueness)
  • Email address, full name and user code of recipient(s)
  • Confirmation if 'send on behalf of' rights are required for the recipients
  • Review date (e.g. the date that usage of the mailbox will be reviewed to ensure the original requirement is still valid)

Once the Service Desk receives a request, it will liaise with the sender to ensure the request is best suited to the business need and that all necessary information has been provided.

Once complete, the provisioning of the request will begin to take place.

Click the link to see a graphical representation  of the workflow involved.

Supporting Materials

FAQ: How to connect a delegate mailbox to your Outlook profile.

How to obtain help

How to contact the Service Desk

You can also Live Chat with a Service Desk team member. When a team member is available you will see a button on the bottom right of this screen. If the button is not visible, you can still contact us via the methods above.

Service Desk Hours

Opening Hours

Monday - Friday 8am - 8pm
Saturday – Sunday 1.30pm – 5pm

Extended Closure - Easter and Christmas Holidays

Service Metrics (KPI/SLA statement)

  • Two working days from receipt of email to Service Desk and request accepted
  • All generic Email Aliases and Delegated Mailboxes are reviewed regularly to ensure they are still actively used and required

Service Owner

Digital Services ICT Infrastructure