Overview
The inSync platform supports backing up user and shared mailboxes from Exchange Online. A shared mailbox in Microsoft 365 Exchange Online can be created through one of the following two methods.
A shared mailbox is created as a new mailbox which is generally shared by multiple users.
A user’s mailbox is converted to a shared mailbox.
From the perspective of inSync, a shared mailbox and a user mailbox utilize a different license. More details about shared mailboxes and their license utilization can be found here.
A user's mailbox is automatically converted to a shared mailbox within inSync after the user is preserved and the mailbox is identified as a shared mailbox in Microsoft 365 Exchange Online.
In cases where a user’s mailbox is converted to a shared mailbox, there may be a scenario where the shared mailbox is converted back to a user’s mailbox within Microsoft 365 Exchange Online.
The inSync platform has the ability to identify when a user’s mailbox was converted to a shared mailbox. The platform will identify this change and will make the adjustment to the license utilization associated with the mailbox as well as the mailbox itself.
Once a user's mailbox has been converted to a shared mailbox within inSync, the mailbox will not be automatically converted back to a user’s mailbox if it is converted back to a user’s mailbox in Microsoft 365 Exchange Online.
In scenarios where one or more Microsoft 365 user accounts were preserved but are re-enabled within Microsoft, the requirement to re-activate these users within inSync may be required. In these cases the relevant user(s) shared mailbox needs to be converted back to a user mailbox.
Prerequisites
The process to convert a mailbox from a shared mailbox back to a user mailbox requires changes to be made on Druva’s backend infrastructure for the relevant mailbox(s).
To ensure that a shared mailbox within inSync can be converted back to a user’s mailbox, the following prerequisite conditions are required.
The user account within Microsoft 365 and Azure Active Directory must be active.
The mailbox of the user account(s) must be converted from a shared mailbox back to the users mailbox within Microsoft 365 Exchange Online which corresponds to the preserved user and shared mailbox present within the inSync console.
The required number of user mailbox licenses should be available for the user(s) whose mailboxes need to be converted from shared mailboxes to user mailboxes within inSync.
Important Note: If the conversion of a users mailbox within inSync is performed while the mailbox in Microsoft 365 Exchange Online is still defined as a shared mailbox, the next backup attempt after the user is activated and backups are enabled for the mailbox will cause the mailbox within inSync to be set as a shared mailbox again.
Getting Started
Ensure that the prerequisite conditions listed above are met.
Open a support case for the request at the following URL: https://support.druva.com/s/contactsupport.
When opening the support case, please include the email address of each user whose mailbox needs to be converted.
Once the support case has been supported, the Support Engineer assigned to the case will work with Druva’s Engineering team to have the changes implemented on the backend infrastructure of inSync.