Email How-To FAQ

FAQ Index



    How to reset your password

    Would you like to reset your password without needing to call the IT Service Desk? Register now for FIM!

    How to make changes to your account

    1. Click Modify Profile
    2. Click on Edit Account
    3. Make changes
    4. Enter Password at bottom
    5. Click on Save
    6. Changes will not appear in the Global Address Book until the next day for users with Outlook in cache mode

    Granting Delegate rights

    Similar to having an assistant that helps you manage your incoming paper mail, another person, known as a delegate, can receive and respond to email messages and meeting requests and responses on your behalf. You can also grant the delegate additional permissions to read, create, or change items in your Microsoft Exchange Server mailbox.
    Delegate Access goes beyond just sharing access to your folders. Delegates are granted additional permissions, such as creating email messages or responding to meeting requests on your behalf.
    As the person granting permission, you determine the level of access that the delegate has to your folders. You can grant a delegate permission to read items in your folders or to read, create, change, and delete items. By default, when you add a delegate, the delegate has full access to your Calendar and Tasks folders. The delegate can also respond to meeting requests on your behalf.
    What are the delegate permission levels? 
    • Reviewer     With this permission, the delegate can read items in your folders.
    • Author With this permission, the delegate can read and create items, and change and delete items that he or she creates. For example, a delegate can create task requests and meeting requests directly in  your Task or Calendar folder and then send the item on your behalf.
    • Editor     With this permission, the delegate can do everything that an Author has permission to do and additionally can change and delete the items that you created. 

    A delegate automatically receives Send on Behalf permissions. By default, the delegate can read only your meeting requests and responses. The delegate isn’t granted permission to read other messages in your Inbox.
           1. Click the File tab.
           2. Click Account Settings, and then click Delegate Access.
           3. Click Add.

    If Add doesn’t appear, an active connection might not exist between Outlook and Exchange. The Outlook status bar displays the connection status.
    1. Type the name of the person whom you want to designate as your delegate, or search for and then click the name in the search results list.
    Note:  The delegate must be a person in your organization's Exchange Global Address List (GAL).
    1. Click Add, and then click OK.
    In the Delegate Permissions dialog box, accept the default permission settings or select custom access levels for Exchange folders.
    If a delegate needs permission to work only with meeting requests and responses, the default permission settings, such as Delegate receives copies of meeting-related messages sent to me, are sufficient. You can leave the Inbox permission setting at None. Meeting requests and responses will go directly to the delegate's Inbox. Note:  By default, the delegate is granted Editor (can read, create, and modify items) permission to your Calendar folder. When the delegate responds to a meeting on your behalf, it is automatically added to your Calendar folder.
    1. To send a message to notify the delegate of the changed permissions, select the Automatically send  a message to  delegate summarizing these permissions check box.
    2. If you want, select the Delegate can see my private items check box.
    Important:  This setting affects all Exchange folders. This includes all Mail, Contacts, Calendar, Tasks, Notes, and Journal folders. There is no way to grant access to private items in only specified folders.
    1. Click OK.
    Note Messages sent with Send on Behalf permissions include both the delegate's and your names next to From. When a message is sent with Send As permissions, only the your name appears. 

    Sharing Calendar

    1. Right click on the calendar
    2. Click Properties
    3. Click the Permissions tab
    4. Click the Add button
    5. Type in the user name
    6. Then grant the rights (see options below)
    7. When complete, the other person can click File/Open Shared calendar, type in the name and then the person should be able to open the calendar they were granted rights to.

    How to edit a DL if you are the OWNER

     1. Open the address book
     2. Change the address book to All Distribution Lists
     3. Type in distribution list name
     4. Right click on the list and choose Properties
     5. Click on Modify Members
     6. Add/Remove accordingly.

    Requesting administrative mailbox rights

    • In order to have permission to a generic mailbox or another user’s mailbox an ESR must be submitted. If needed, you must specify Send As or Send on Behalf permissions.  If the ticket does not specify which Send rights are needed, then no send rights will be granted and the ESR will be closed.  If later it is decided Send rights are required another ESR will need to be entered. Note: PIM can only provide Full rights to mailboxes.
    • Send on Behalf User A has been provided Send on Behalf for User B; this allows User A to send  email as User B and the recipient(s) of the email will see User A sent on User B's behalf. The Sent email will reside in User A’s sent items. Recipient will see “From:  User A on Behalf of User B”  ex:  From Smith, Mark on Behalf of Miller, Ronald J
    • Send AsUser A has been provided Send As for User B; this allows User A to send email fully as though it came from User B, the recipient(s) do not see anything about User A.  If the recipient replies it will go to User B mailbox.  The Sent email will reside in User A’s sent items
    • Note: Send As or Send on Behalf can be provided without providing the User any access to the other user’s mailbox.

    Remove an email address from the stored/cached entries

     1. Open a new message…start typing the name in the TO line.
     2. When the pop up appears, use your arrow key on the keyboard to arrow down to the name
     3. Press the delete key on your keyboard
     4. Reselect the name from the address book under XXX Recipients and send a new message.
     5. Now the corrected entry will reside in your stored addresses

    To check for stored passwords

           1. go to control panel 
           2. User Accounts, then click on Manage your Credential; if there are stored passwords they will show in
               this screen and can be removed by clicking the stored credential and clicking remove from vault.


    Google Chrome stored passwords

     1. Click the Chrome menu at the top right of the browser toolbar.
     2. Select Settings.
     3. Click Show advanced settings.
     4. Click Manage saved passwords in the "Passwords and forms" section to see a list of all the
         usernames and passwords that have been saved.
     5. In the Passwords box that appears, use your mouse to hover over the site whose password you'd like
         to remove and click the X that appears on the right.

    Download new cached copy of Global Address List (GAL)

     1.  Click the Send/Receive Tab
     2.  Click Send/Receive Groups
     3.  Select Download Address book

    Quarantine messages


    • Messages in your current quarantine will not be moved over to the new one; these messages will be deleted after 17 days. If you need to view these you will need to refer to your latest message from 'Users Quarantine Release'.
    • You may now receive quarantined notices 3 times a day @ 8 am, 12 pm and 3 pm. 
    • You can Delete or Release the quarantined message from your email rather than the link.
    • If you choose the link provided in the new MQM message, you will be required to use an ID and password to access. The ID is your email address and the password is unique to the MQM. You can bookmark the link in your 'favorites' and review it anytime to monitor for new messages or perform whitelists and blacklists.
    • Logged into the MQM site you can: 
      • Add common users to Blacklist or Whitelist under 'More Actions' or in the 'Your Account' section. This will help reduce the number of emails you see in your quarantine from the same email addresses. 
      • Perform searches based on various criteria. 
    • Please review and refer to the following two documents for more detailed information before contacting the BCCS Customer Service Center (Helpdesk):
      • McAfee Quarantine Manager FAQ at this FAQ link
      • McAfee Quarantine Manager User Manual at this Manual link

    Secure email

    The protocol to ensure secure delivery is Transport Layer Security (TLS). It will search all email sent for SSN patterns within the content and most attachment types. If an SSN pattern is found, it will be processed the same as phase 1 - #secure#. The four SSN patterns to be searched are:
    ###-##-####, ###,##,####, ###.##.#### and ### ## ####.

    Users should not send unencrypted emails containing SSNs; however, we know this is occurring. This new feature will provide better security for these emails as they travel externally from our email systems.
    Currently, as email travels from our system to external recipient domains, it could be traveling via TLS or plain text. If the recipient domain is setup for TLS, then the email travels across the web via TLS; however, if the recipient is not TLS, then it travels as plain text.

    For all email sent from our email gateway with SSNs and/or subjects with #secure# the SWD will be invoked to ensure secure delivery.

    Our internal email always travels via TLS.
    This service is a standard feature of our Enterprise email service. For additional details and FAQ regarding the Secure Web Delivery service, please visit the BCCS services catalog.

    How do I get my mobile device (state or personal) setup to access email?

    1. Contact Telecom coordinator
    2. Accept mobile policy
    3. Receive instructions and PIN for setup

    Changing address book default display in Outlook 2013

    Click on Address Book in the ribbon
    OR do a  Ctrl+Shift+B  (Both will bring up the Address Book window)

    Click on Tools
    Here is where you can change how you want the Address Book to behave. Click OK when change is complete

    How to shut off cache mode for secondary account/shared folders

    Go to Account Properties – click on File – Account Properties – Account Settings.   Then on Change


    Click on More Settings


    Click on the Advanced Tab
    Uncheck Download shared folders

    Close out Outlook and reopen it.
    All secondary mailboxes will be status Online rather than Connected to Microsoft Exchange

    Outlook Web Access (OWA)

    All users (except Revenue and DOC staff) can access email from a web browser.
    1. To access State of Illinois Outlook Web Access, type the following URL into the browsers address                
    2. Select agency
    3. Type username (john.smith, smithja, cona123 – whatever is used to sign on work pc)
    4. Type password
    5. Revenue and DOC staff can request access through IT/LAN Coordinators

    Large attachments unable to send directly from Outlook (File transfer)

    If you attempt to send a message with an attachment that is blocked, you can go to the File Transfer site,   The site allows attachments up to 2 gig 

    Create/recreate Outlook profile

    1. Go to the control panel from the Start Menu
    2. Double click on the Mail (32 bit) icon
    3. Click the show profiles… button
    4. Remove any profiles listed
    5. Click Add
    6. In the Profile Name:  type in:  Default Outlook Profile
    7. Click OK
    8. Make sure the user’s email address is in the box:
    9. Click NEXT
    10. Click Finish
    11. Make sure it’s set for Always use this profile
    12. Click OK

    Spellcheck in OWA for Outlook 2013

    You can do this by going to Tools, Manage add-ons
    Once a window pops up click Spelling Correction on the left hand side.
    Make sure you have enable spelling correct checked at the bottom of the screen.


    Create a signature in Outlook

    1. Go to Options, then Mail, then click on Signatures.
    2. Under Choose default signature, in the E-mail account list, click an e-mail account with which you want to associate the signature.
    3. In the New messages list, select the signature that you want.


    1. If you want a signature to be included in message replies and in forwarded messages, in the Replies/forwards list, select the signature.  If not, select none.
    2. Click OK.