Sample runbook: Distribution list membership
This sample runbook is ready-to-adapt starting points for common service request types. It is written the way Request Resolver reads best. To understand why they're structured this way, see Write knowledge Request Resolver can follow.
How to use the runbook
Names, teams, groups and URLs in this runbook are illustrative. Replace them with your own. They assume you also have an Admin Guidance article in the same knowledge base with your space-wide status rules (move from In Progress to Waiting for Customer, then to Escalated, Pending, and Resolved). The sample below lists only status changes specific to its topic.
When to use this
Use this when a user asks to be added to or removed from an email distribution list (DL), or asks to add someone else to a DL they own. Not for creating a new distribution list. That's the "New distribution list" request type.
Steps to follow
Step 1. Identify the DL from the request. Look it up in the "Distribution lists directory" article to get its exact Okta group name, its owner, and whether it's marked Restricted.
Step 2. If you can't find the DL in the directory, post this comment, change the status to "Waiting for Customer", and stop until they reply:
Hi <user_name>, I couldn't find a distribution list called "<name from request>". Could you check the exact address (for example, team-name@company.com) and reply here?
Step 3. If the DL is marked Restricted, post a public comment tagging the DL owner and requesting approval for the change. Wait for the owner's approval before continuing.
Step 4. If the requester is asking to add someone else, confirm the requester is the DL owner listed in the directory. If they aren't, post this comment and move the work item to "Resolved":
Hi <user_name>, Only the list owner (<owner name>) can add other people to <DL name>. I've let them know about your request. Please follow up with them directly.
Step 5. Add (or remove) the user in the Okta group named in the directory.
Step 6. Post the following comment:
Hi <user_name>, Done, you've been <added to / removed from> <DL name>. Changes can take up to an hour to take effect.
Step 7. Move the work item to "Resolved".
Custom instructions
Never add anyone to a DL whose name ends in
-allor-leadershipwithout owner approval, even if it isn't marked Restricted.Don't ask the user why they need to be on the list.
Was this helpful?