Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

Overview of this book

Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements. "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further. In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center 2012 Service Manager Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Credits
About the Authors
About the Reviewers
www.PacktPub.com
Preface
Index

Downloading, installing, and configuring the Exchange Connector


Service Manager has a built in function to handle incoming e-mails. Unfortunately this built-in function can be challenging to configure and is also very limited. Just to mention a few limitations:

  • It can only handle Incidents

  • It doesn't handle updates to existing Work Items

  • It requires an SMTP server to drop e-mails as a file in a folder within Windows

Because of these limitations and the need to have a working incoming e-mail channel, the Exchange connector was developed. The Exchange Connector is able to create new Incidents or Service Requests based on incoming e-mails. It's also able to update existing Work Items. Upon creating or updating Incidents/Service Requests it can also apply a template to that record.

Tip

Please note that even though the Exchange Connector is available on the Microsoft website for download, it's not supported as of the time of writing this book. Microsoft aims to add this connector to the product, but...