Contact Synchronization Logic

This topic describes how to synchronize Service Management contacts with Microsoft Exchange contacts.

To enable synchronization of Service Management contacts with Microsoft Exchange contacts, select the Enable Contact Synchronization with Exchange check box on the Contacts tab of the Exchange Integration Parameters form. The contact data used is determined by the following logic:

  • Only Service Management partners which have the Exchange Synchronization Enabled check box selected will be considered.
  • Only the folder specified on the Exchange Integration Parameters form will be synchronized for that partner.
  • Only Exchange contacts which are specified as Service Management entries will be affected by the synchronization:
    • If a contact is deleted in Service Management, it is deleted in Exchange.
    • If Allow Exchange Updates on the Exchange Integration Parameters form is checked, then changes to the contact (name, title, personal address, phone, fax, spouse, department, manager, and business address) will be copied from Exchange to update the Service Management contact.
      Note: If the same contact is altered in both Exchange and Service Management, the Exchange information will override the Service Management data.
    • Any new Service Management contacts or changes to existing contacts will be sent to Exchange.
  • When new contacts are created, the data mapping is as shown here:
    Microsoft Exchange Service Management Contacts Field
    Display Name, Given Name, File As, Subject Contact Name
    Job Title Position
    Email Address 1 Email
    Email Address 2 Email 2
    Business Phone 1 Phone
    Business Phone 2 Phone 2
    Home Phone Home Phone
    Mobile Phone Mobile Phone
    Business Fax Fax
    Company Name Ship To Address Name
    Business Address Ship To Address Info
    Body A section for each Contact Reference including the Type (Customer/Company/Competitor/Consumer), RefNum/RefLine, Reference Name, Role, and Contact Notes
    Custom Properties:

    ExchangeIntegrationFlag

    SSSRowPointer

    ContactMsgLog

    "Orig" fields for each of the updatable fields

    RowPointer