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How to Configure Your Infrastructure for Email Incident Support With Exchange Server 2007

Updated: November 1, 2013

Applies To: System Center 2012 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 SP1 - Service Manager

Use the following procedures to configure your infrastructure to support the creation of incidents through email.

To configure Exchange 2007 to route email messages

  1. Open the Exchange Management console.

  2. Expand Organization Configuration, and then click Hub Transports.

  3. In the Hub Transport pane, click Accepted Domain.

  4. In the Actions pane, click New Accepted Domains.

  5. In the New Accepted Domains dialog box, create a new accepted domain of the type Internal Relay. In this example, you might specify the domain as *.Helpdesk.Woodgrove.com.

  6. In the Hub Transport pane, click Send Connectors.

  7. In the Actions pane, click New Send Connector.

  8. In the New SMTP Send Connector Wizard, create a new send connector by using the following information:

    1. Address space = *.Helpdesk.Woodgrove.com

    2. Add Smart Host by using the IP address of the computer that will host the SMTP Server service defined in the following procedure.

    3. Set smart host authentication settings to None.

To configure the IIS SMTP Server service for Service Manager

  1. On the computer that will host the SMTP Server service, on the taskbar, click Start, point to Programs, point to Administrative Tools, and then click Internet Information Services (IIS) 6.0 Manager.

  2. Right-click the Local Computer node, click New, and then click SMTP Virtual Server.

  3. In the New SMTP Virtual Server Wizard, in the Name box, type the name for the Simple Mail Transfer Protocol (SMTP) server, and then click Next. For example, type Helpdesk.Woodgrove.com.

  4. On the Select IP Address page, click the drop-down list and select the IP address of the computer that is hosting the SMTP Server, and then click Next.

  5. On the Select Home Directory page, click Browse, and then click the folder for your home directory. For example, select C:\inetpub\mailroot. You will create a share for this folder in the next procedure.

  6. On the Default Domain page, type the domain name for this virtual SMTP server, and then click Finish. The domain name that you enter must match the domain name from step 3 in the previous procedure. For example, type Helpdesk.Woodgrove.com.

To create a share for the mail root folder

  1. On the taskbar, click Start, and then click Explore.

  2. In Windows Explorer, browse to the folder that you specified as the home directory in step 5 from the previous procedure. For example, browse to C:\Inetpub\Mailroot. If needed, create two subfolders, Badmail and Drop.

  3. Right-click the home folder, and then click Share.

  4. In the File Sharing dialog box, select the domain user that you specified for the Service Manager account, click Contributor, click Share, and then click Done.

  5. Make sure that the Simple Mail Transfer Protocol (SMTP) service is set to Automatic and has started.

To configure incoming Email settings in Service Manager

  1. In the Service Manager console, select Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, double-click Incident Settings.

  4. In the Incident Settings dialog box, click Incoming E-mail.

  5. In the SMTP Service drop folder location box, type the path, share, and folder to the Drop folder. In this example, type \\<computer_name>\mailroot\Drop, where <computer_name> is the name of the computer that is hosting the SMTP Server service, Mailroot is the share name, and Drop is the subfolder.

  6. In the SMTP Service bad folder location box, type the path, share, and folder to the Badmail folder. In this example, type \\<computer_name>\Mailroot\Badmail, where <computer_name> is the name of the computer that is hosting the SMTP Server service, Mailroot is the share name, and Badmail is the subfolder.

  7. In the Maximum number of e-mails to process at a time box, enter a number for the email messages that you want Service Manager to process during an email processing cycle.

  8. Select the Turn on incoming e-mails processing check box, and then click OK.

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For additional resources, see Information and Support for System Center 2012.

Tip: Use this query to find online documentation in the TechNet Library for System Center 2012. For instructions and examples, see Search the System Center 2012 Documentation Library.
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