Information Technology

UBC Faculty & Staff Email Request Form

Please Note:

  • This web form is for FASmail service requests only. To report an incident with the FASmail service, please contact the IT Service Centre Help Desk.
  • Service Request or Incident? Click here to find out how to distinguish between a service request and an incident.

    • Please note: All requests submitted using this web form will need to be validated and approved by the department's designated authorized FASmail contact who is an administrative person within a department that has been authorized to approve FASmail activities that involve financial, access, and account change implications. It is highly recommended that you check with your department's authorized contact first before submitting a request, or have the authorized contact fill in the request on your behalf.

    * = Required Field

    What is an INCIDENT?


    An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. The service has already been provisioned and deployed, was working properly, but has suddenly stopped functioning.


    Examples:

    • Email application and mobile device setup
    • Cannot access email or calendar
    • Email delivery issues
    • Problems with spam

    Report incidents to the IT Service Centre.



    What is a SERVICE REQUEST?


    A service request is a request for information, advice, a standard change (add/modify/delete), or access to an IT service.

    Examples:


    • Add/Modify/Remove FASmail mailbox
    • Add/Modify/Remove FASmail mailing list
    • Add/Modify/Remove FASmail external contacts
    • Add/Modify/Remove FASmail BES (Blackberry) account

    Submit service requests through this web form.

    Your Information

    Requestor

    If you are an external customer without a CWL login, please enter "guest"
    Click here to lookup your IAM Client Code

    Request Details

    FASmail Service Types

    Not sure which FASmail Service Type you require?

    FASmail User Mailbox User mailboxes consist a cwl_id@mail.ubc.ca email address and a 1GB mailbox.
    FASmail Generic/Departmental Mailbox Generic mailboxes are typically role-based accounts (e.g. Research Assistant) or service-based accounts (e.g. Help Desk) that are accessed by one or more users.
    FASmail Application Mailbox Application mailboxes are intended for web applications that require access to a mailbox.
    FASmail Resource Mailbox (Room/Equipment) Resource Mailboxes allow FASmail users to book meeting rooms and equipment.
    FASmail Mailing List Mailing Lists allow FASmail users to send an email to multiple people using a single email address. Once an email is sent to the list, all of the added members will receive a copy of the email.
    FASmail External Contacts External Contacts are required for Mailing Lists that contain external email addresses (outside of FASmail.)
    FASmail Blackberry (BES) Service The BES service allows Blackberry devices (pre-BB10) to use the Blackberry synching service for Email, Calendars and Contacts. There are additional charges for this service.
    Other For Service Requests not identified in the service list above. All other technical support inquiries should be submitted using the UBC IT Service Centre Help Desk web form instead.
    Please select a Service above.



    How to determine the urgency

    Please assist us in serving you better by advising us on the urgency of your request:

    Low Request is not timely in nature; request follows standard fulfillment processes.
    Medium Request is timely; request follows standard fulfillment processes.
    High Request is urgent; request to be completed within the soonest possible timeframe.

    The time required for provisioning is directly proportional to the scale, urgency and complexity of the request. Requests will be attended to as soon as possible. Due to high volumes, requests will be prioritized accordingly in consideration of all criteria.

    Technical Details

    Please provide us with the appropriate additional information to better respond to your request.

    For the full eligibility list, please refer to the FASmail Service Catalogue Page.
    @mail.ubc.ca

    . @ubc.ca
    e.g. firstname.lastname@ubc.ca

    e.g. firstname.lastname@department.ubc.ca

    Note: If you wish to use a firstname.lastname@ubc.ca email alias, it must first be set up in the UBC Directory (www.directory.ubc.ca) by your Department's directory administrator, and it should point to your_cwl_id@mail.ubc.ca address.
    e.g. Lastname, Firstname (as it appears in the Global Address list)




    e.g. Lastname, Firstname (as it appears in the Global Address List)



    All removal requests will need to be validated with the Authorized Departmental FASmail Contact.
    IAM_Display_Name
    e.g. UBC IT FASmail Support
    Note: The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Mailbox Display Name upon creation.

    Only the "FASmail Support" part of the display name needs to be in the field in this example.
    orgunit-g-@mail.ubc.ca
    (10 characters max) e.g. ubcuit-g-fasmail
    Note: The org and unit are already defined. They are the IAM codes that were chosen for your department for all non-user mailboxes and will be added to the default email address upon creation.

    Only the "fasmail" part of the username needs to be in the field in this example.


    . @ubc.ca

    e.g. firstname.lastname@ubc.ca


    e.g. firstname.lastname@department.ubc.ca

    Provide the CWL ID of users who will need access. Please add a comma between each username.
    Note: There is no password for generic accounts. Instead, access to generic accounts is granted to specific individuals. Users must log in to the generic mailbox using their own credentials. In addition, the user requiring access must have an account within Enterprise Active Directory (EAD) or on FASmail.
    Automapping is a feature that enables a generic mailbox and its contents to appear automatically within Outlook. If this feature is disabled, users accessing the mailbox will need to add it manually within Outlook, or access it using the Outlook Web App.
    Default quota is 1 GB
    e.g. group memberships, customized access requirements, etc.
    e.g. UBC IT FASmail Support




    e.g. UBC IT Generic Mailbox



    All removal requests will need to be validated with the Authorized Departmental FASmail Contact.
    IAM_Display_Name
    e.g. UBC IT FASmail Support
    Note: The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Mailbox Display Name upon creation.

    Only the "FASmail Support" part of the display name needs to be in the field in this example.
    orgunit-a- @mail.ubc.ca
    (10 characters max) e.g. ubcuit-a-fasmail
    Note: The org and unit are already defined. They are the IAM codes that were chosen for your department for all non-user mailboxes and will be added to the default email address upon creation.

    Only the "fasmail" part of the username needs to be in the field in this example.


    . @ubc.ca

    e.g. service.function@ubc.ca


    e.g. service.function@department.ubc.ca

    Note: Application mailboxes are typically used by a web application or service that requires a username/password to access the mailbox. This password should not be shared with anyone and should be used exclusively by the application.
    Provide the CWL ID of each administrator. Please add a comma between each username
    e.g. customized access requirements, etc.
    e.g. UBC IT Application Mailbox




    e.g. UBC IT Application Mailbox



    All removal requests will need to be validated with the Authorized Departmental FASmail Contact.
    Note: The display name is based on the Building Code defined in the UBC Archibus Facilities database, in the format of IAM_Display_Name R-RM BLDG ROOM# (eg. UBC IT R-RM LSK 123)

    The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Resource Mailbox Display Name upon creation.
    e.g. Leonard S. Klinck


    For more information on how resources can be booked, please refer oto this dcument. Users typically make booking requests using method #1 in the document.

    e.g. customized access requirements, etc.
    Note: The display name for equipment will follow the following format: IAM_Display_Name R-EQ CustomText (e.g. UBC IT R-EQ Projector 1)

    The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Resource Mailbox Display Name upon creation.
    e.g. UBC IT R-EQ Laptop 1
    Note: The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Resource Mailbox Display Name upon creation.

    Only the "Laptop 1" part of the display name needs to be in the field


    For more information on how resources can be booked, please refer to this document. Users typically make booking requests using method #1 in the document.

    e.g. customized access requirements, etc.
    e.g. UBC IT R-RM LSK 1234
    @mail.ubc.ca
    e.g. ubcuit-r-lsk1234


    Please provide as much information as possible
    e.g. UBC IT R-EQ Laptop 1
    @mail.ubc.ca
    e.g. ubcuit-e-laptop1


    Please provide as much information as possible
    e.g. UBC IT R-RM LSK 1234 or UBC IT R-EQ Projector 1

    All removal requests will need to be validated with teh Authorized Departmental FASmail Contact.
    IAM_Display_Name ML
    e.g. UBC IT ML FASmail Users
    Note: The IAM_Display_Name is already defined. It is the prefix that was chosen for your department for all non-user mailboxes and will be added to the Mailing List Display Name upon creation.

    Only the "FASmail Users" part of the display name needs to be in the field in this example.
    orgunit-ml-
    (9 characters max) e.g. ubcuit-ml-customtext
    Note: The org and unit are already defined. They are the IAM codes that were chosen for your department for all non-user mailboxes and will be added to the default email address upon creation.

    Only the "customtext" part of the email address needs to be in the field

    . @ubc.ca
    e.g. service.function@ubc.ca

    e.g. firstname.lastname@department.ubc.ca

    Provide the CWL ID of each administrator. Please add a comma between each username.
    Mailing List Administrators have the ability to manage mailing list memberships using Outlook or the Outlook Web App. The Mailing List Adminstrator must have a FASmail mailbox.
    Provide the CWL ID of each subscriber. Please add a comma between each username.
    If you wish to add an external contact to a mailing list and the contact already exists in the FASmail Global Address List, please enter in the external contact's email address or Display Name as it appears in the Global Address List. If the contact does not already exist in FASmail, create the mailing list first and then submit a separate request for the external contact(s).
    If the list is moderated, all messages will be sent to a moderator who must approve messages before they are delivered.
    e.g. nested lists, list visibility in GAL, etc.
    e.g. UBC IT ML FASmail Users
    @mail.ubc.ca
    e.g. ubcuit-ml-customtext






    Please provide as much information as possible
    e.g. UBC IT ML FASmail users
    @mail.ubc.ca
    e.g. ubcuit-ml-customtext
    All removal requests will need to be validated with the Authorized Departmental FASmail Contact.

    Important Note: Special rules apply to External Contacts (i.e. contacts that do not point to UBC staff or faculty members.) If you are applying to add an External Contact to the FASmail Global Address List, please read the following:

    Since UBC has no control over the security of external domains, External Contacts should only be added in compelling circumstances. When External Contacts appear in a distribution list, there is a chance that senders may inadvertently send them confidential or sensitive information, violating privacy law and UBC security policies. Senders should take care to review the membership of contact lists to which they are sending confidential or sensitive information of any kind.

    By requesting us to add this External Contact, you are certifying that:

    1. adding the External Contact to the FASmail Global Address List will significantly assist faculty or staff to conduct University business;
    2. the External Contact is an email address used for professional and/or business purposes (personal email addresses are not permitted);
    3. you will exercise caution when using External Contacts to ensure that you do not inadvertently send confidential or sensitive information to them; and
    4. you will review the need for the External Contact on a regular basis and remove it when it is no longer required.
    Please Note:
    • Mailing Lists containing mostly internal email addresses should use the FASmail service for their email distribution list needs. Although adding external addresses to the mailing list can be done, it can be inconvenient as a request to create a contact for each external address will need to be submitted.
    • Mailing Lists containing mostly external addresses should use a different mailing list service such as the Interchange (Majordomo) mailing list service. This external mailing list service does not have this restriction and any external email address can be added.



    If you need to add more than 5 external aliases to a mailing list, please consider using an alternate mailing list service such as the Interchange (Majordomo) mailing list service.
    e.g. Lastname, Firstname (domain.com)
    e.g. name@externaldomain.com


    Please provide as much information as possible
    e.g. Lastname, Firstname (domain.com)
    e.g. name@externaldomain.com
    All removal requests will need to be validated with the Authorized Departmental FASmail Contact.

    Please Note: The BES service is only compatible with older Blackberry devices (the 9900 and below.) Newer Blackberry devices (Z10 and above) can be connected without cost using the ActiveSync protocol. Please check the FASmail Setup Documents page for instructions on how to set up these devices.

    For those with older Blackberry devices, please note that there is a one-time $100 FASmail Blackberry (BES) Service activation fee. After submitting the request below, you will be requested to provide a UBC Journal Voucher to cover this cost.

    @mail.ubc.ca

    All BES-connected Blackberry devices must abide by the IT Security requirements for mobile devices mentioned in the UBC Information Security Manual and referenced in Policy 106.

    3.7.3 Exception - Mobile devices must be:

    • Protected with a password of at least five characters, unless limited by the device OS
    • Configured to lock the screen automatically, after no more than 30 minutes of inactivity, with password protection
    • Encrypted via device level encryption
    • Configured such that they can be remotely wiped in the event of loss or theft
    e.g. Lastname, Firstname (as it appears in the Global Address List)


    Please provide as much information as possible
    This option will remove the link between the user's FASmail mailbox and Blackberry.
    e.g. Lastname, Firstname (as it appears in the Global Address List)

    If you are looking to report an Incident, please contact the UBC IT Service Centre.

    e.g. Lastname, Firstname (as it appears in the Global Address List)

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