Schedule Appointment Synchronization Logic

To enable synchronization of Service Management appointments with the Microsoft Exchange calendar, select the Enable Appointment Synchronization With Exchange check box on the Schedule Appointments tab of the Exchange Integration Parameters form.

The appointment data used is determined by the following logic:

• Only Service Management partners that have the Exchange Synchronization Enabled check box selected will be considered. This field is on the Scheduling tab of the Partners form.
• Only the folder specified on the Service Management Partners form will be synchronized for that partner. Specify this folder in the Exchange Folder field in the Scheduling tab of the Partners form.
• Only Exchange appointments which are specified as Service Management entries will be affected by the synchronization:
  • All records marked with this "custom" flag that fall outside the days forward/backward range will be deleted. The days forward/backward are set on the Schedule Appointments tab of the Exchange Integration Parameters form using the Schedule Days Forwards and Schedule Days Backwards fields.
  • Any deleted Service Management appointment will be deleted from Exchange.
  • If the Allow Exchange Updates check box on the Schedule Appointments tab of the Exchange Integration Parameters form is selected, then changes to the appointment date/time, duration, and description will be copied from Exchange to update the Service Management schedule appointment.
    Note:  If the same appointment is altered in both Exchange and Service Management, the Exchange information will override the Service Management data.
  • Any new Service Management appointments or changes to existing appointments will be sent to Exchange.
• When new appointments are created, the data mapping is as follows:

  Exchange	Service Management Field	Service Management Form
  Reminder Minutes Before Start	Reminder Hours	Exchange Integration Parameters
  Start Time	Start Date	Service Appointments
  End Time	End Date	Service Appointments
  Subject	Description	Service Appointments
  Body	Reference Information, Appointment Type, Appointment Status, Customer Information, Contact Information, CRM Information	Service Appointments, Customer, Contacts, Service Orders, Incidents, Opportunity, Campaign, Activity
  Location	Ship To Address	Service Appointments
  Categories	Service Management Scheduling	Hard Coded Constant
  Custom Properties: ExchangeIntegrationFlag SchedRowpointer SchedOrigStart SchedOrigEnd SchedOrigDescription	Exchange Integration Flag, RowPointer	N/A