> ## Documentation Index
> Fetch the complete documentation index at: https://university.triggr-app.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Hide Mailbox from Global Address List
> Hides a mailbox from the global address list in your client's Exchange Online, or shows it again.
Hide Mailbox from Global Address List takes a mailbox out of the client's global address list, the address book people pick from in Outlook, or puts it back. Use it for a leaver's mailbox, or any mailbox people shouldn't find in the address book. It needs [Microsoft 365 connected](/core/get-started/connect-microsoft-365), with [Exchange access](/core/reference/microsoft-faq#exchange-online) for the client.
## What the form asks
| Field | |
| - | - |
| Mailbox | Required, always on. Picked from the client's users |
| Hide from the address list? | Optional by default, and starts on No. Yes hides the mailbox; No shows it again |
| Reason / ticket reference | Optional by default. For your records and the approver; not sent to Microsoft |
## What it does
1. Creates a ticket in your PSA, if Ticketing is on.
2. Waits for approval, if Approval is Internal or External, or a conditional override matches.
3. Set GAL Visibility, in the client's Exchange Online: hides the mailbox from the address lists if you chose Yes, or shows it again if you chose No.
If Hide from the address list? is Hidden on Form config, the form doesn't ask it, and every run hides the mailbox.
With Log actions to the ticket on, the ticket also gets a note when the run starts, after Set GAL Visibility and when the run completes. If Exchange refuses the change, the run ends Failed at Set GAL Visibility; open that step in [Executions](/core/use/executions) to see Exchange's message.
It changes the mailbox in Exchange Online on every client, without the desktop agent. On a client that syncs on-premises Active Directory, Exchange Online refuses the change for a mailbox whose address-list setting is managed in AD; hide that mailbox in AD instead.
## Configure it
Go to **Config**, choose Mailboxes and click Hide Mailbox from Global Address List.
| Setting | Where | What it does |
| - | - | - |
| Availability | Header | Internal only, Public form only, Internal + public or Disabled. List on homepage needs a public form. Base config only |
| Mailbox | Form config | Always on: the automation needs it |
| Hide from the address list? | Form config | Hidden, Optional or Required. Hidden doesn't ask, and every run hides the mailbox. Can differ per client |
| Reason / ticket reference | Form config | Hidden, Optional or Required. Can differ per client |
| Add field, Add section | Form config | Your own questions. They're saved with the request and can go in ticket templates, but aren't sent to Microsoft. Add client section asks one client only |
| Approval | Execution config | None runs on submit. Internal waits for a teammate or group; External waits for the client's approver, set on each client. Conditional overrides use a different approval when the answers match |
| Ticketing | Execution config | Create a PSA ticket for each run, with its type, priority, status, subject and body. Log actions to the ticket adds an internal or public note as each action completes |
| User directory filters | Execution config | Which users the Mailbox picker lists: licensed, active, no guests, and not in the Entra roles you exclude. Exclude specific users at a client's scope |
Approval, Ticketing and User directory filters are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see [How configuration works](/core/get-started/configure-user-onboarding#settings-for-each-client).
## Troubleshooting
Check User directory filters. Leavers and shared mailboxes usually have no licence and their sign-in is blocked, so for that client override the filters and untick **Licensed users only** and **Active users only**.
Outlook in cached mode reads an offline copy of the address book, so it shows the mailbox until that copy updates. To check the setting itself, run the Get Mailbox Information report (see [Reports](/core/use/reports)): Hidden from address list shows Yes.
The address-list setting for that mailbox is managed in on-premises AD, so hide it there. [User Offboarding](/core/workflows/user-offboarding) also hides a synced leaver in AD when it disables their account there.
The client has no Exchange connection in Triggr yet. See [Exchange Online](/core/reference/microsoft-faq#exchange-online).
## Related
* [Workflow catalogue](/core/reference/workflow-catalogue)
* [Run a workflow](/core/use/run-a-workflow)
* [Executions](/core/use/executions)
* [User Offboarding](/core/workflows/user-offboarding), which can hide a leaver's mailbox as part of offboarding
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