The Service Manager Exchange Connector allows Service Manager to communicate with an Exchange Mailbox to create and update work items. It is mostly used to enable a good communication with end users. Installing the Exchange Connector is straightforward, but there’s one thing you need to keep in mind.

The Exchange Connector supports impersonation. That means that the same connector can be used to check different mailboxes with the same connection account. If you need this, you first have to configure the appropriate management scopes and roles using the Exchange Management Shell on the Exchange Server. You can get more details about that process here.

New-ManagementScope -Name: ‘Exchange Impersonation Incident’ -RecipientRestrictionFilter { Name -eq “SCSMIncident”}

“Name” specifies the name of the management scope

“RecipientRestrictionFilter” allows to configure a filter for which impersonation shoul be activated

In this example I enabled impersonation for the account “SCSMIncident”. Next I need to define a management role and give the connection account access to that mailbox.

New-ManagementRoleAssignment -Name ‘Exchange Impersonation Incident’ -Role ApplicationImpersonation -User svc-scsm-wf -CustomRecipientWriteScope ‘Exchange Impersonation Incident’

“Name” specifies the name of the management role

“Role” specifies the type of the role

“User” specifies the user that will get the permissions to access another accounts mailbox

“CustomRecipientWriteScope” defines the management scope that contains accounts that the defined user will be able to access

This command configures a management role to give a user access to defined user accounts that are defined in a management scope.

Now we are ready to download and import the the Exchange Connector MP. I will not dive into any details here. You can download the docs and the MP from here. One thing the docs mention is that you need to copy an Exchange web services dll to the SCSM installation directory. And here comes the annoying part. Normally when you need files you go after the latest version. So go download it and copy the dll to the correct directory. At the time of writing this article this is Version 2.0.

Exchange Web Services Managed API V2.0 –> http://www.microsoft.com/en-us/download/details.aspx?id=35371

Now you can create a new connector in the SCSM console. At one stage of the wizard you need to select the mailbox the connector should use – in this example it’s SCSMIncident@itnetx.ch. Because we use impersonation the appropriate checkbox for impersonation is marked and the connection account is selected. In this example I use the SCSM workflow account is used. After entering the account password and testing  the connection an error is displayed.

The error might mislead you that the impersonation settings are incorrect but that’s not true. The problem is that I used the wrong Exchange Web Services Managed API version. V2.0 is not working! So try to download V1.2 now.

Exchange Web Services Managed API V1.2 –> http://www.microsoft.com/en-us/download/details.aspx?id=28952

After copying this dll to the SCSM install drive restart the Exchange connector wizard. This time everything works as expected.

Cheers
Marcel