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Service Manager Exchange Connector in different domains #sysctr

Early this year, the Exchange connector for Service Manager was released. The Exchange Connector provides the following capabilities:

  • Create incident from email (replaces out of the box functionality; just turn it off)
  • The sending user is looked up in the CMDB and related to the incident as the affected user
  • The email subject becomes the incident title
  • The email body becomes the incident description
  • Update incident action log from email
  • Resolve or close incidents from email
  • Approve/reject change requests from email
  • Update change request “action log” from email
  • Mark manual activities completed from email
  • Add email file attachment to work items as attachments
  • Emails can be sent in from outside the organization
  • Emails can be sent from users which do not exist in the CMDB yet and a new user record will be created for them and related to the incident

Implementing Service Manager Exchange connector for a customer last week brings me to the following challange; the Service Manager setup is installed in domain X but the Exchange environment was installed in domain Y without any chains or trusts. Service Manager workflow Account (domain X) requires permissions to domain Y accessing the mailbox defined.

As the mailbox account used ; authentication for Exchange Inbox Connector will fail because the Service Manager Workflow Account (domain X) has no access to domain Y. Creating a User Principal Name (UPN) in domain Y equals domain X for the Service Manager Workflow account of domain X authentication takes place succesfully.

AutodiscoverResponseHttpHeaders: <Trace Tag=”AutodiscoverResponseHttpHeaders” Tid=”13″ Time=”2011-02-27 22:12:47Z”>
200 OK
Pragma: no-cache
Content-Length: 2788
Cache-Control: no-cache
Content-Type: text/html; charset=utf-8
Date: Sun, 27 Feb 2011 22:16:03 GMT
Expires: -1
Server: Microsoft-IIS/7.0
X-AspNet-Version: 2.0.50727
X-Powered-By: ASP.NET

AutodiscoverResponse: <Trace Tag=”AutodiscoverResponse” Tid=”13″ Time=”2011-02-27 22:12:47Z” Version=”14.02.0051.000″>
<?xml version=”1.0″ encoding=”utf-8″?>
<Autodiscover xmlns=”“>
<Response xmlns=”“>
<DisplayName>scsm workflow</DisplayName>
<LegacyDN>/o=First Organization/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=scsm</LegacyDN>

Send Email Solution.
The Send Email solution is a separate solution that I’ve packaged with the Exchange Connector for convenience, but it can be deployed with or without the Exchange connector technically.  When you have both of them deployed and configured correctly you can enable the end-to-end lifecycle for emails around incident management.  For example, an analyst can be looking at a ticket and click a ‘Send Email’ task to request additional information from the affected user.  When the user replies to that email with the additional information, the
incident is automatically updated.

Imported Notes:

  • I really recommend using the included deployment guides.  Deploying both of these solutions can be tricky and really require reading the deployment guide.
  • These solutions are not officially supported by Microsoft and are not a part of the Service Manager product. You can provide feedback, report bugs, request new features, etc. on the forums but there are no guarantees on anything.
  • For those of you that have been testing pre-official-release versions of these solutions please follow the upgrade steps in the deployment guides.  You may need to close the console or stop the System Center Management service to replace the DLLs.
  • The Exchange connector and Send Email solution are not localized.  You can however specify keywords in different languages for the Exchange connector to use to process incidents with.


Download Service Manager Exchange Connector here.

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