Contact Synchronization Logic

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