Tag Archives: Connector

System Center Service Manager – Exchange Connector 2.0 Released #sysctr

The System Center Service Manager – Exchange Connector connects Service Manager to Exchange for processing incoming emails related to incidents and change requests. The emails can update the incident action log or change the status of an incident to resolved or closed. Incoming emails with special keywords allow a change request reviewer to approve or reject a review activity and activity implementers can mark activities assigned to them as completed. The Send Email solution allows analysts to send messages to users via email from the console. Continue reading →

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.

Continue reading →

System Center Service Manager Exchange Connector

The System Center Service Manager – Exchange Connector connects Service Manager to Exchange for processing incoming emails related to incidents and change requests. The emails can update the incident action log or change the status of an incident to resolved or closed. Incoming emails with special keywords allow a change request reviewer to approve or reject a review activity and activity implementers can mark activities assigned to them as completed. The SendEmail solution allows analysts to send messages to users via email from the console.

Feature Summary
This release is compatible with Service Manager 2010 SP1. It contains the final set of features for this version, including

  • Create incident from email
  • 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
  • Send notifications to users from the console

Exchange Connector is a welcome addition to the standard available Service Manager connectors. Besides the Exchange Connector, there are default connectors available for Active Directory, Operations Manager and Configuration Manager. The connector is operates with Microsoft Exchange 2007 SP3 or Exchange 2010 SP1 versions.

The Service Manager Exchange Connector can be downloaded here.