Downloading, installing, and configuring the Exchange Connector

Service Manager has a built in function to handle incoming e-mails. Unfortunately this built-in function can be challenging to configure and is also very limited. Just to mention a few limitations:

  • It can only handle Incidents
  • It doesn't handle updates to existing Work Items
  • It requires an SMTP server to drop e-mails as a file in a folder within Windows

Because of these limitations and the need to have a working incoming e-mail channel, the Exchange connector was developed. The Exchange Connector is able to create new Incidents or Service Requests based on incoming e-mails. It's also able to update existing Work Items. Upon creating or updating Incidents/Service Requests it can also apply ...

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