One of the things on top of my Exchange wish lists, and I’m sure on the Exchange wish lists of many Exchange folks, is allowing users to help themselves with common tasks such as managing Distribution Groups, and tracking the status of their own messages as I suggested in Message Tracking as part of OWA/Outlook (hard to believe this was posted in July 2005!).
Yes, Exchange has had Message Tracking for administrators, but this results in the waste of valuable IT resources when users call/e-mail/shoutout (depending on location and position… ) why a particular message they were supposed to receive hasn’t yet made it, or why someone never received a message they sent.
Exchange 2010 allows users to track their own messages using the Exchange Control Panel (ECP). Head over to Spotlight on Exchange 2010: Delivery Reports on the Exchange team blog for more info.
I’ll gladly admit the final implementation of this feature is a lot better than the way I thought it should work 4 years ago. Allowing users to perform common tasks using easy-to-use web-based self-service options, using functionality found out-of-the-box in Exchange Server, should help you reduce administration costs and resources.
What’s your take on these self-service features?