Setting the Exchange Integration Parameters

  1. Open the Exchange Integration Parameters form.
  2. Specify this information on the Exchange Server tab:
    User Name
    Specify the domain and user ID that Service Management uses to connect to the Exchange Server.
    Password
    Specify the password associated to the User Name chosen. The password is encrypted in the database upon saving the record.
    URL
    Specify the (secure) internet address for accessing the Exchange Server.
    Version
    Select the version of the Exchange Server to which Service Management will be connected.
  3. Specify this information on the Schedule Appointments tab:
    Enable Appointment Synchronization with Exchange
    Select this check box to enable synchronization of Service Management Appointments with the Exchange Calendar.
    Polling Interval
    Specify how often the synchronization routine runs.
    Polling Start Time
    Specify the time of day when the synchronization starts.
    Polling End Time
    Specify the time of day when the synchronization ends.
    Schedule Days Forward
    Specify the number of days into the future records will be evaluated for synchronization.
    Schedule Days Backward
    Specify the number of days into the past records will be evaluate for synchronization.
    Reminder
    Specify the time in hours to assign to the reminder for new appointments created.
    Allow Exchange Updates
    Select this check box if all users are allowed to update the appointments in Exchange.
  4. Specify this information on the Contacts tab:
    Polling Interval
    Specify how often the synchronization routine runs.
    Polling Start Time
    Specify the time of day when the synchronization starts.
    Polling End Time
    Specify the time of day when the synchronization ends.
    Exchange Folder
    Specify the path to the folder under the "All Public Folders" branch in Exchange.
    Allow Exchange Updates
    Select this check box if all users are allowed to update the appointments in Exchange.
  5. Specify this information on the Incidents tab:
    Enable Incident Creation from Emails
    Select this check box to enable incident creation in Service Management from Exchange emails.
    Polling Interval
    Specify how often the synchronization routine runs.
    Polling Start Time
    Specify the time of day when the synchronization starts.
    Polling End Time
    Specify the time of day when the synchronization ends.
  6. You can monitor multiple Exchange folders. To create a record for each folder, specify this information in the grid:
    Sequence
    Leave this field blank to let the system generate the next sequential number for the record.
    Folder Type
    Select whether the folder is a public folder or user's mailbox. Typically, users use the mailbox.
    Monitor Folder/Email
    Specify either the path to the public folder to monitor or the user's email address.
    Archive Folder
    Specify either the path of the public folder or the user's folder into which you want to move the message once an Incident has been created. We recommend that you always use this, and specify the name of the folder as History or Archive, or something similar.
    Store Attachments
    Select this check box if you want to save attachments to the network.
    Attachments Folder
    Specify the UNC path of the folder on the network where attachments will be stored.
    Email
    Specify the address to which a notification should be sent when an incident is created.
    SSR
    Select the partner ID to assign as the SRR to all incidents create via Exchange. This value is required and will be validated against the Partners form.
    Owner
    Optionally, select the partner ID to assign as the owner to all incidents created via Exchange.
    Department
    Optionally, select the department to assign as the department to all incidents created via Exchange.
    Status Code
    Select the status code to assign as the status to all incidents created via Exchange.
    Priority Code
    Select the priority code to assign as the priority to all incidents created via Exchange.
  7. Save the parameters.