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You're reading from Microsoft System Center 2016 Service Manager Cookbook Discover over 100 practical recipes to help you master the art of IT service management for your organization

Product type Paperback

Published in Feb 2017

Publisher Packt

ISBN-13 9781786464897

Length 638 pages

Edition 2nd Edition

Tools

Microsoft System Center Configuration Manager

Concepts

IT Service Management

Authors (5):

Steve Buchanan

Anders Asp

Steve Beaumont

Dieter Gasser

Andreas Baumgarten

+1 more

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Table of Contents (16) Chapters

Preface

1. ITSM and ITIL Frameworks and Processes FREE CHAPTER

2. Personalizing SCSM 2016 Administration

3. Configuring Service Level Agreements (SLAs)

4. Building the Configuration Management Database (CMDB)

5. Deploying Service Request Fulfilment

6. Deploying and Configuring the HTML5 Self-Service Portal

7. Working with Incident and Problem Management

8. Designing and Configuring Change Management and Release Management

9. Implementing Security Roles

10. Working with the Data Warehouse and Reporting

11. Extending SCSM with Advanced Personalization

12. Automating Service Manager 2016

13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2

A. Community Extensions and Third-Party Commercial SCSM Solutions

B. Useful Websites and Community Resources

Downloading, installing, and configuring the Exchange Connector

SCSM 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. Here's 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 by members from the SCSM product group, but was initially released as an unsupported solution. Nowadays, the solution is supported but is still handled as a separate download and is not included in the product itself.

Using the Exchange Connector, you will be able to monitor one or more mailboxes for new e-mails. When a new e-mail is discovered, the Exchange Connector will either update an existing work item, if it can find the work item ID encased in square brackets in the subject...