The System Center 2012 Service Manager (SCSM) Exchange Connector integrates your IT service desk with your email infrastructure to process inbound emails automatically. By configuring this connector, SCSM can parse incoming emails sent to a monitored mailbox to create new incidents, update existing work items, or dynamically trigger workflow approvals based on specified keywords.
This article guides you through the process of preparing your environment, deploying the required files, importing management packs, and configuring the connector wizard within SCSM 2012. Prerequisites and Preparation
Before installing the Exchange Connector, verify that your environment satisfies all the software compatibility and administrative account security configurations. Required Software & Libraries
SCSM Version: System Center 2012 (SP1 or R2) with the latest Update Rollup applied.
Exchange Server Compatibility: Supports on-premises Microsoft Exchange Server or cloud-hosted Exchange Online (Office 365) mailboxes.
Exchange Web Services (EWS) Managed API: Download and install the EWS Managed API client (Microsoft.Exchange.WebServices.dll) onto the primary SCSM Management Server hosting your workflows. Service Account Permissions
Create a dedicated Active Directory domain account to act as the Exchange Connector execution identity.
Assign this account a dedicated Exchange Mailbox to handle incoming user requests.
Ensure the service account has Full Access permissions to the target monitoring mailbox.
Verify that ActiveSync or basic web services protocol permissions are active for this workflow runner profile. Step 1: Download and Extract the Files
Navigate to the official Microsoft Download Center and acquire the installer for the System Center Service Manager Connector for Exchange.
Run the self-extracting executable (System_Center_Service_Manager_Connector_3.0_for_Exchange.exe or equivalent version) on your workstation or management node.
Extract the contents to a temporary directory. The package includes the deployment guide and the necessary management pack file: ServiceManager.ExchangeConnector.mpb. Step 2: Copy Assemblies to the SCSM Installation Folder
To prevent execution errors during mailbox synchronization, manually copy the required dependencies into your SCSM server files.
Locate the extracted binary files along with your downloaded Microsoft.Exchange.WebServices.dll assembly. Copy these files: Microsoft.SystemCenter.ExchangeConnector.dll Microsoft.Exchange.WebServices.dll
Paste them directly into the root installation directory of your primary SCSM Management Server. The default installation path is usually:C:\Program Files\Microsoft System Center 2012\Service Manager</code> Step 3: Import the Exchange Connector Management Pack
Open the Service Manager Console using an account with administrative permissions.
Navigate to the Administration workspace in the bottom-left navigation pane.
Expand the folder tree, right-click on Management Packs, and select Import.
Click Add, browse to the directory where you extracted your installation media, and select the unified bundle file: ServiceManager.ExchangeConnector.mpb.
Click Import and wait for the status indicator to verify a successful import before closing the dialog box. Step 4: Configure the Exchange Connector Wizard
Once the management pack is initialized, you can build the communication path between your mailbox server and SCSM. System Center Service Manager Connector 3.0 for Exchange
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