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How to Configure Your Infrastructure for Email Incident Support with Exchange Server 2010

Updated: November 1, 2013

Applies To: System Center 2012 R2 Service Manager

Use the following procedures to configure your Microsoft Exchange Server 2010 infrastructure to support the creation of incidents through email.

To install and configure the SMTP server

  1. Log on with administrative credentials on the server that will host the Simple Mail Transfer Protocol (SMTP) server role.

    noteNote
    A server running Exchange Server 2010 cannot be your SMTP server.

  2. Click Start, navigate to All Programs, Administrative Tools, and then click Server Manager.

  3. In Server Manager, click Features, and in the Features pane, click Add Features.

  4. In the Select Feature window, click SMTP Server.

  5. The Add Features Wizard appears. If the dependent role services are not already selected, you are prompted to add role services and features for the SMTP server. Click Add Required Role Services.

  6. On the Select Features page, click Next.

  7. On the Web Server (IIS) page, click Next.

  8. On the Select Role Service page, click Next.

  9. On the Confirm Installation Selections page, click Install.

  10. When the Installation Results page appears, click Close to exit the wizard.

To configure the IIS SMTP server service for Service Manager

  1. On the server that is hosting the SMTP server service, open Administrative Tools, and then click Internet Information Services (IIS) 6.0 Manager.

  2. Expand the SMTP server until you see SMTP Virtual Server #1. The SMTP server might have a different name, but it appears with an email icon.

  3. Right-click SMTP Virtual Server #1, click Rename, and then type the name of your server.

  4. Expand Domains, and then rename the domain to the fully qualified domain name (FQDN) of the server or the domain name that you want to use.

    noteNote
    This cannot be the same domain that the server is a member of. However, it can be a child domain.

    For example, if the domain name is contoso.com, you use a server name that resembles server.contoso.com.

  5. Using the server name from step 3, right-click the server name, and then click Properties.

  6. Click the Access tab, and then click Relay.

  7. On the Relay Restrictions tab, click All except the list below, click Allow all computers which successfully authenticate to relay regardless of the list above, and then click OK.

  8. Click the Delivery tab, and then click Advanced.

  9. In the Advanced Delivery window, type the values as shown here:

    1. For Masquerade Domain, type your root domain name, for example, contoso.com.

    2. For the FQDN, type your Exchange server name, for example, exchange.contoso.com.

    3. For Smart host, type your Exchange server name, for example, exchange.contoso.com.

    4. Click OK, and then click OK again to close the Advanced Delivery window.

  10. Close IIS 6.0 Manager, open Windows Explorer, and navigate to <SystemDrive>:\Inetpub\Mailroot.

  11. Create two child folders. Name the first folder Badmail, and name the second folder Drop.

  12. Right-click the <SystemDrive>:\Inetpub\Mailroot folder, and then click Share.

  13. For sharing permissions, select the domain user that you specified for the Service Manager account, click Contributor, click Share, and then click Done.

  14. Restart the Simple Mail Transfer Protocol (SMTP) service, ensure that it is set to Automatic, and verify that it has started.

To configure Service Manager for email

  1. Open the Service Manager console, and then select Administration.

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

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

  4. Scroll to Incoming E-mail.

  5. In The SMTP Service drop folder location, type the path, share, and folder for 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 name.

  6. In SMTP Service bad folder location, 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 name.

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

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

To configure email notifications

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Notifications, and then click Channels.

  3. In the Channels pane, click E-Mail Notification Channel.

  4. In the Tasks pane, under E-Mail Notification Channel, click Properties to open the Configure E-Mail Notification Channel dialog box.

  5. Click Enable e-mail notifications, and then click Add.

  6. In the Add SMTP Server dialog box, type the FQDN of the SMTP server that you want to use. For example, type Servername.domain.com.

  7. In Port number, type or select the SMTP port number that you want to use. For example, select 25.

  8. Click Add, and in the Add SMTP Server dialog box, type the FQDN of the SMTP server that you want to use. For example, type Exchange.domain.com, and replace the information with your Exchange domain name information.

  9. In Port number, type or select the SMTP port number that you want to use. For example, select 25.

  10. In Authentication method, click Anonymous, and then click OK.

  11. In Return e-mail address, type the email address of the service account that was used during Setup. For example, type Helpdek@Servername.domain.com.

  12. In Retry primary after, type or select the number of seconds that you want Service Manager to wait before trying to resend outgoing email notifications. For example, select 25.

  13. Click OK to close the dialog box.

To validate email notification configuration

  1. In the Channels pane, click E-Mail Notification Channel.

  2. In the Tasks pane, under E-Mail Notification Channel, click Configure to open the Configure E-Mail Notification Channel dialog box.

  3. Confirm that the configuration you entered is correct.

Configuring Exchange 2010 for use with Service Manager

In the following procedures, you configure Exchange 2010 for use with Service Manager. You perform these procedures on the server that hosts Exchange Server 2012.

To configure the Organization Hub Transport

  1. In Exchange Server, click Organization Configuration, and then click Hub Transport.

  2. In the Hub Transport window, click the Accepted Domains tab.

  3. In the Actions pane, click New Accepted Domain.

  4. In the New Accepted Domain Wizard, on the New Accepted Domain page, in the Name box, type a descriptive name. For example, type From SMTP Server, and in Accepted Domain, type the SMTP domain name that you created for Service Manager. For example, type *.Servername.domain.com.

  5. Click Authoritative Domain, and then click New.

To configure the Server Configuration Hub Transport

  1. In Exchange Server, navigate to Server Configuration, and then click Hub Transport.

  2. In the Actions pane, click New Receive Connector to open the New Receive Connector Wizard.

  3. In Name, type a name that identifies the Service Manager SMTP server, select Custom for the intended use, and then click Next.

  4. On the Local Network Settings page, accept the default value, leave the FQDN box empty, and then click Next.

  5. On the Remote Network Settings page, remove the existing IP address, type the IP address of your Service Manager SMTP server, and then click Next.

  6. On the New Connector page, click New to complete the wizard.

  7. Double-click the newly created Receive Connector to open its properties, click the Authentication tab, and then clear any items that are selected.

  8. Click the Permissions Groups tab, click only Anonymous users, and then click OK.

  9. To grant relay permission to anonymous connections on the new receive connector, open Exchange Management Shell, type the following, and then press ENTER:

    Get-ReceiveConnector "Anonymous Relay" | Add-ADPermission -User "NT AUTHORITY\ANONYMOUS LOGON" -ExtendedRights "Ms-Exch-SMTP-Accept-Any-Recipient"
    
    
  10. Close Windows PowerShell.

To configure the mail contact in Exchange

  1. In Exchange Server, navigate to Recipient Configuration, and then click Mail Contact.

  2. In the Action pane, click New Mail Contact.

  3. In the New Mail Contact Wizard, click New contact, and then click Next.

  4. In Name, type the name that you want to use as the Service Manager return email address, without @domain.com. For example, type Helpdesk.

  5. In Alias, type the name that you want users to use as the Email Alias name. For example, type Helpdesk.

  6. Edit the External e-mail address, and type the FQDN for the email address. For example, type helpdesk@server.domain.com.

  7. Click Next, and then click New to complete the wizard.

To test email functionality between the SMTP server and the Exchange server

  1. Using Windows Explorer on the SMTP server, create a new text file named TESTEMAIL.

  2. Remove the TXT file name extension from the new file.

  3. Right-click the TESTMAIL file, and then click Open.

  4. When you are prompted to open the file with a program, click Notepad, and then click OK.

  5. In the file, type the following using your own information, similar to the following example:

    to:username@domain.com
    
    from:Helpdesk@servername.domain.com
    
    Subject:This is an email test.
    
    This is a test
    
  6. Save the file without a file name extension, and then close Notepad.

  7. Copy the file to a location where you can use it in the future for testing.

  8. Copy the file into the <SystemDrive>:\inetpub\mailroot\Pickup folder.

    noteNote
    The file should be removed automatically. This indicates that the Exchange server is using it.

  9. Using the user credentials for the To recipient that you typed previously, open Outlook and confirm that the email was received.

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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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