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Q. How do I connect System Center Service Manager (SCSM) 2010 to Exchange?
John Savill
February 3, 2011
1 Min Read
A. The in-box email integration for SCSM had a few gaps, particularly around approving change requests via email. However, this problem has been resolved by a new SCSM-Exchange connector that's available for download from Microsoft. Key features of the connector include:
Create incidents from email (turn off the in-box email solution)
The sending user is looked up in the CMDB and related to the incident as the affected user.
The email subject becomes the incident title.
The email body becomes the incident description.
Update incident action logs from email
Resolve or close incidents from email
Approve or reject change requests from email
Update change request action logs from email
Mark manual activities completed from email
Add email file attachments to work items as attachments
Send notifications to users from the console
Emails can be sent in from outside the organization
Emails can be sent from users that don't exist in the CMDB yet and a new user record will be created for them and related to the incident
If you have SCSM and Exchange, you should definitely implement this connector for the best experience.
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